Lissette Cedeño
Brooklyn,NY
Summary
To obtain a leadership position in where to provide outstanding results for the organization and customers for an exceptional experience for both. To assist and gain more knowledge that will bring a better customer satisfaction. Results-oriented Analyst skillful in managing and breaking down large volumes of information. Proactive at heading off issues in operations, workflow and production by uncovering trends affecting business success.
Overview
14
14
years of professional experience
Work History
Analyst
National Grid
2 Hanson Place,
07.2022 - Current
- Monitor, research and analyze Managed Account activity.
- Conduct complex billing analysis related to major account escalations including summary bills that have 10 plus accounts .
- Investigate and resolve Account issues communicating resolution in a manner the customer can understand including financial analysis/spreadsheets.
- Support the contact center representatives with coaching and assure they are adhering to company rules and regulations.
- Assist with customer escalation calls.
- Identified clear connections between policies and business results to eliminate or reduce confusion and help employees achieve goals.
- Maintain an effective working relationship with Jurisdiction Directors, Account Managers, Accounts Processing, Collections and CMS leadership teams with the focus on the delivery and execution of a large volume of activities.
Assistant Associate Analyst
National grid
01.2021 - 07.2022
- Assisted several account specialists with hundreds of managed accounts with billing inquiries, account issues and connects
- Also helped manage the call center reps by listening to calls, coaching and assuring that the rules and regulations are being applied accordingly.
- Analyzed summary bills that had 10 plus accounts for billing inquiries.
- Communicated findings and insights to senior management to establish best practices and guide analysis into action and results.
- Identified operational efficiency opportunities to support long-term growth plans.
- Presented complex analytical findings in a clear, concise manner, enabling effective communication with various departments.
- Applied advanced Excel skills to create user-friendly templates for efficient data entry and manipulation across projects.
contact center REPRESENTATIVE
National grid
02.2018 - 01.2021
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Improved customer satisfaction by efficiently addressing and resolving issues in a timely manner.
- Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
- Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
- Adhered to strict confidentiality guidelines when handling sensitive customer information.
- Navigated multiple software applications simultaneously, ensuring accuracy and efficiency in handling customer inquiries.
- Reduced handle time by quickly identifying customer needs and providing accurate information.
center representative
Doitt 311
09.2016 - 08.2017
- Understood each target customer's business model, mapped out organization, and identified unique technology needs.
- Managed a diverse portfolio of clients, ensuring that each received tailored solutions aligned with their specific requirements.
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
- Learned and followed all organizational policies and procedures to maintain safe and professional working environments.
Office Manager
sco family of service transitional shelters
05.2010 - 05.2012
- Managed office operations while scheduling appointments for department managers.
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
- Coordinated special projects and managed schedules.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Maintained computer and physical filing systems.
- Updated reports, managed accounts, and generated reports for company database.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Controlled finances to lower costs and keep business operating within budget.
- Managed vendor relationships, negotiating contracts for cost savings while maintaining high-quality services.
Child care worker/admin
sco family of services
08.2009 - 05.2010
- Developed healthy relationships with 6 teenagers to provide support and guidance in learning valuable life skills.
- Organized fun-filled field trips that aligned with socialization goals while providing unique experiences .
- Implemented creative learning activities to promote cognitive development in line with developmental milestones.
- Maintained a safe and nurturing environment by implementing strict safety protocols and supervising teenagers at all times while inside the home and on trips.
- Managed challenging behaviors effectively.
- Provided life skills for independency such as cooking , cleaning, laundry and dealing with emotions.
Education
Borough of Manhatta Community Colledge
06.2012
Queensborough Community Colledge
05.2006
Opportunities for a better tomorrow
04.2005
Skills
- Excellent communication and organizational skills
- Capable of handling a diversity of responsibilities simultaneously
- Fast learner and can adapt to new programs and environment
- Honest, reliable and productive
- Work well with others as well as independently
Languages
Spanish
Limited Working
Timeline
Analyst
National Grid
07.2022 - Current
Assistant Associate Analyst
National grid
01.2021 - 07.2022
contact center REPRESENTATIVE
National grid
02.2018 - 01.2021
center representative
Doitt 311
09.2016 - 08.2017
Office Manager
sco family of service transitional shelters
05.2010 - 05.2012
Child care worker/admin
sco family of services
08.2009 - 05.2010
Borough of Manhatta Community Colledge
Queensborough Community Colledge
Opportunities for a better tomorrow