Kris Newman

Allaint Energy - Senior Customer Service Coordinator
02/23 - Current
⦁ Responsible for assisting Customer Service Associates with processes and procedures.
⦁ Taking escalated customer calls.
⦁ Completing daily to do's.
⦁ Completing Complaint, Follow up and Feedback Cases.
⦁ Completing Quality Monitors monthly for Customer Service Associates on my Team.
⦁ Taking Field and DSO calls.
⦁ Facilitating some monthly Team Lead and Senior meetings.
⦁ Coaching Customer Service Coordinators.
⦁ Completing Senior Box emails for associates, Field associates and other departments.
⦁ Sending Meter Test Requests.
⦁ Assist in training new associates.

• Responsible for customer contact in areas of customer service, promoting current/new products and services available to customers.
• Have power to resolve questions and problems that may include complex issues for resolution.
• Deliver exceptional service to meet our customers needs.
• Be first line of customer contact in areas of customer service, credit and collections, web support, and billing.
• Be responsible for answering inquiries from customers to ensure accurate and timely response. Initiates work orders for meter readings, service requests, construction and customer program offerings.
• Performs routine collection activities including payment agreements, educating on programs for assistances and processes for delinquent accounts.
• Responds to customer inquiries, complaints and initiates action to resolve.
• Responsible for general understanding of regulatory rules and regulations to ensure customer is billed properly.
• Assists with training seasonal employees.

• Managed caseload of up to 30 individuals and families.
• Maintained accurate records and full compliance with government regulations and agency guidelines.
• Designed individualized service plans that took into account clients' goals and preferences.
• Managed efficient teams of up to 20employees.
• Hired and trained new in home workers.
• Organized ongoing work schedules to boost system performance.