Laurie Anderson

Business Care Representative

Xcel Energy

Eau Claire , Wisconsin

04.1993 - Current

Answer customer inquiries over the phone, mail and via email.
Enter appropriate service orders with exact details to best meet the customer's needs, while maintaining data privacy.
Understand complex electric and gas rate options across multiple service territories.
Resolve customer complaints promptly and professionally.
Maintain a detailed record of all customer interactions, transactions, comments, and complaints.
Participate in team meetings to discuss strategies for improving customer satisfaction levels.
Educate customers where applicable to alleviate need for future contact.
Streamline operational efficiencies by managing accounts and contracts and processing system orders and cancellations.
Support sales team members to drive growth and development.
Respond to gas and electric emergency situations with a high degree of accuracy to ensure public safety.
Understand and follow oral and written directions.
Prioritize and organize tasks to efficiently accomplish service goals.
Planned and completed group projects, working smoothly with others.
Recognized by management for providing exceptional customer service..
Built sustainable relationships of trust through open communication.
Prepare customer reports by gathering data collected during customer interactions.
Evaluate and identify opportunities to drive process improvements that positively impact customer experience.
Mentored junior team members and managed employee relationships.
Provided accurate, valid, and complete information to customers in multiple states.