Kristen Priddy
Chino,CA
Summary
Dynamic manager with over 4 years of leadership experience and 12 years in customer service, recognized for driving performance excellence. Proven ability to analyze complex problems and implement effective solutions while thriving in fast-paced environments. Strong record of enhancing customer satisfaction through dedicated team leadership and effective communication. Career goals include further developing management skills to foster team growth and operational efficiency.
Overview
17
17
years of professional experience
Work History
Workforce Management
Southern California Gas Company
San Dimas, CA
08.2020 - Current
- Manages workforce on a real-time basis to provide a consistent customer experience and achieve level of service, budget, and operating performance goals.
- Assigns staffing to address call queues and offboard work.
- Works collaboratively with call center supervisor teams to address employee performance and performance goals.
- Handles a high volume of contacts, requests, and notifications between employees within the customer contact centers.
- Effectively manages and resolves conflict in a timely manner.
- Coordinates and supervises on-site COVID and DOT testing.
- Manages assigned training to all customer contact employees.
- Trained new WFM team members while operating and managing both customer contact centers.
- Proficient in CMS, NICE WFM Cloud, Business Objects, Avaya Wallboard, CIS, Workspace Desktop, and Send Word Now.
Residential Marketing Customer Service Rep.
Southern California Gas Company
San Dimas, CA
09.2019 - 08.2020
- Trained new Residential Marketing members.
- Provided technical support to customers on how to navigate the company website and My Account Portal.
- Processed Workspace email in a timely manner.
- Effectively explained complex billing options with customers such as LPP and processes HEIS billing disputes.
- Troubleshooted and resolved network issues for customers.
- Processed web report and return payments daily report.
Back up Lead
Southern California Gas Company
San Dimas, CA
01.2018 - 08.2020
- Provided work directions to customer service representatives.
- Worked with dispatch and other departments to resolve customers issues.
- Handled service related complaints by resolving customer issues, resulting in customer satisfaction.
High Bill Investigation Representative
Southern California Gas Company
San Dimas, CA
01.2018 - 09.2019
- Analyzed bill increases and usage of customers billing patterns.
- Proficient with using bill analyzer tool and PACER.
- Trained to use SAP to view meter information.
- Completed PDA report by outbound calls to customers who had constant consumption or usual patterns of gas usage.
- Explained to customers appliance usage and conservation tips.
- Completed bill investigations and sent letters to customers for resolution of their bill disputes.
Customer Service Representative
Southern California Gas Company
San Dimas, CA
10.2007 - 09.2019
- Provided exceptional customer service beyond company guidelines by keeping statistics below call center average.
- Communicated effectively with customers by telephone and processes orders and billing calls within company and CPUC policies.
- Advised customers on energy conservation.
- Coordinated emergency orders, such as gas leaks, carbon monoxide leaks, and appliance hazardous conditions.
Education
Pursing Bachelor's Degree in Business Leadership
University of Arizona Global Campus
San Diego, CASkills
- Complex Problem Solver
- Team Player
- Detailed oriented
- Time management
- Analytical and Critical Thinking
- Workforce Management Tools
- Determining Staffing Needs
- Maintaining Service Levels
- Conflict Resolution
Affiliations
- Builder's Award recipient, September 2021
- Builder's Award recipient, June 2022
- Spotlight Award recipient, July 2023
- Builder's Award recipient, September 2024
Timeline
Workforce Management
Southern California Gas Company
08.2020 - Current
Residential Marketing Customer Service Rep.
Southern California Gas Company
09.2019 - 08.2020
Back up Lead
Southern California Gas Company
01.2018 - 08.2020
High Bill Investigation Representative
Southern California Gas Company
01.2018 - 09.2019
Customer Service Representative
Southern California Gas Company
10.2007 - 09.2019
Pursing Bachelor's Degree in Business Leadership
University of Arizona Global Campus
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