LETICIA GONZALEZ
Manteca,CA
Summary
Knowledgeable and dedicated customer service professional with 13 years of PG&E experience. I am a flexible team player with outgoing, positive demeanor and proven skills in establishing rapport with all. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
Pacific Gas & Electric
09.2013 - Current
- Manage data - change/verify meter billing configuration codes
- Coordinate field visits with customers and field personnel
- Make customer calls to confirm work and customer satisfaction.
- Coordinate with various departments to facilitate billing accuracy and timeliness.
- Train my peers in various billing assignments
- Schedule appointments with customers and meter maintenance personnel
- Specialized assignments integrating data between work systems MDMS to CC&B
- Gather work via Salesforce
- Receive and review work requests and develop a schedule based on priority & work type
- Ensure all required dependencies are completed before finalizing the bill
- Review scheduled work requests for regulatory requirements, company goals & customer satisfaction
- Support team needs while ensuring high priority commitments are met first
- Ensure that business needs will be met by communicating assigned work and schedule
- Resolve any discrepancies with work requests
- Coordinate with leadership team to ensure the work plan will be executed as planned and provide mitigation plans
- Track work orders to completion, taking appropriate corrective action for work not completed as scheduled
- Manage daily exceptions and make modifications to the schedule based on feedback
Customer Service Representative
Pacific Gas & Electric
01.2010 - 09.2013
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Education
Bachelor of Arts - Sociology
California State University - Sacramento
Sacramento, CA05.2009
Skills
- Microsoft Windows
- Administrative Support
- Time Management
- Trained in Salesforce
- Understanding Customer Needs
- Microsoft Excel
- Customer Relationship Management
- 10-Key
- Microsoft Word
- Customer Consulting
- Microsoft PowerPoint
- Document and Records Management
- Account Management
- Critical Thinking
- Prioritization
- Microsoft Outlook
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
Pacific Gas & Electric
09.2013 - Current
Customer Service Representative
Pacific Gas & Electric
01.2010 - 09.2013
Bachelor of Arts - Sociology
California State University - Sacramento
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