Marvin J. Guthrie, Jr.
Columbia,MD
Summary
*Problem solving regarding maintenance issues
*Prompt answering of phone to serve customers in fast-paced environment
*Prompt direction of customers to proper department if unable to assist
*Positive and upbeat Customer Service Specialist bringing 5+ years of customer-facing experience in fast-paced settings.
Overview
9
9
years of professional experience
Work History
Client Service Representative
Baltimore Gas & Electric Co
08.2015 - Current
- Answering client telephone calls promptly to avoid on-hold wait times.
- Providing primary client support to residential and commercial clients in fast-paced environment.
- Documenting conversations with clients to track requests, problems and solutions.
- Maintaining calm, friendly demeanor with upset clients to de-escalate stressful situations.
- Answering 15+ inbound calls per day and directed to designated individuals or departments.
- Researching 40-50 residential and/or commercial accounts per day to determine if meter maintenance issues are resolved and contacting residential and/or commercial clients to schedule appointments if necessary.
- Contacting various departments for additional assistance in resolving meter maintenance issues for residential and/or commercial clients.
- Delivering prompt service to prioritize client needs.
- Meeting client call guidelines for service levels, handle time and productivity.
- Exhibiting high energy and professionalism when dealing with clients and staff.
Education
Some College (No Degree) - Accounting
Howard Community College
Columbia, MDSkills
- Creative problem solving
- Professional telephone demeanor
- Complaint resolution
- Energetic
- Good listening skills
- Quick learner
- Research
- Adaptive team player
- Inbound and outbound calling
Timeline
Client Service Representative
Baltimore Gas & Electric Co
08.2015 - Current
Some College (No Degree) - Accounting
Howard Community College
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