Mandy Cox
Baytown,TX
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative bringing skills in oral and written communication, active listening and analytical problem-solving skills. I am a strong leader and problem-solver and have decision making skills and sound judgment to positively impact the success of my team which will impact the success of the company. I strive to contribute toward our companies objectives where results are achieved through skill, ability and talent.
Overview
2
2
years of professional experience
Work History
Customer Service Rep and Tele-Sales
Centerpoint Energy
11.2023 - Current
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled customer inquiries and suggestions courteously and professionally.
- Processed customer service orders promptly to increase customer satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Lead Customer Service Rotation
Centerpoint Energy
04.2023 - Current
- Assist supervisor with coaching team members
- Managed customer escalations/complaints
- Promoted solution based offerings through effective coaching
- Assisted via lead chat
- Served as back up in the absence of supervisor for some minor duties such as facilitating team meetings
- Lead and or support any special project that was assigned
- Facilitated Academy Bay when needed
SME- Subject Matter Expert
CenterPoint Energy
01.2023 - Current
- Assist in training a class for customer service and home service plus
- Assist employees with area opportunities
- Prepare to assist with system issues, questions and roll play etc
- Encourage employee engagement/development
- Update activity reports as needed
- Email materials to trainer
- Morning huddles (update lesson for the day)
- Learn and respect different learning styles (i.e. Visual, Auditory and Kinetic)
- Be prepared to step in and Lead
- Facilitate OJT and Academy Training
Customer Service Rep and Tele-Sales
Centerpoint Energy
09.2021 - Current
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Handled customer inquiries and suggestions courteously and professionally.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Education
GED -
Humble High School
Humble, TX04.1994
Skills
- Order entry
- Customer relations
- Product Knowledge
- Paperwork Processing
- Complaint Resolution
- Prioritization
- Data Collection
- Report Generation
- Technical Support
- Emergency Electric Trained
- SGO Trained
Timeline
Customer Service Rep and Tele-Sales
Centerpoint Energy
11.2023 - Current
Lead Customer Service Rotation
Centerpoint Energy
04.2023 - Current
SME- Subject Matter Expert
CenterPoint Energy
01.2023 - Current
Customer Service Rep and Tele-Sales
Centerpoint Energy
09.2021 - Current
GED -
Humble High School
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