Maryanne Keys
Bridgeport,CT
Summary
Enthusiastic Customer Service and Tele sales Representative with in-depth knowledge of account management and multi-task in fast-paced working environment. Provide superior customer service and resolve all issues quickly and with a positive attitude.
Overview
27
27
years of professional experience
Work History
CUSTOMER SERVICE REPRESENTATIVE
Aquarion Water Company of Connecticut
Monroe, CT
07.2021 - Current
- Assisting customers with understanding their monthly statements via email, chat, and inbound calls
- Establishing and terminating residential and business accounts
- Providing information and enforcing irrigation restrictions for states of CT, NH, and MA
- Scheduling appointments for field investigations, periodic meter changes, leak investigations, etc..
- Helping and providing knowledge regarding alerts and outages
- Signing customers up with customer assistance programs
- Guiding customers in establishing e-bill profiles and website tutorials
- Processing payments and establishing payment arrangements
- Providing customers with water infrastructure projects
- Assisting customers with water quality reports, treatment, and distribution facts
- Supplying details regarding land and wildlife management
- Enlightening customers on water conservation
- Advising customers on how to reduce indoor and outdoor water consumption
- Upheld quality control policies and procedures to increase customer satisfaction.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Customer Service Representative
Cablevision
Shelton, CT
10.2007 - 11.2016
- Handling inbound customer inquiries regarding their billing statements
- Assisting customers with product rates and promotions
- Establishing new accounts
- Troubleshooting equipment and service issues
- Guiding customers to appropriate departments
- Initiating outbound calls to follow up with customers' ongoing issues
- Processing payments with checks, credit, and debit cards
- Applying credit and adjustments to customers' accounts
- Reconnecting services
- Giving hours and locations for the walk-in centers
- Helping customers activate cable equipment
- Providing information about channel lineups and network programming
- Processing pay-per-view orders
- Scheduling and cancelling service calls
- Always providing Optimum service.
Customer Service Representative
Royal Bank of Scotland
Bridgeport, CT
06.2007 - 10.2007
- Assisting customers with billing inquiries
- Calculating Daily, Average finance charges
- Helping customers set up their online accounts and auto-pay
- Processing payments
- Processing fraud complaints
- Increasing and decreasing credit limits
- Selling late fee protection
- Signing customers up with fraud protection
- Establishing security plans
- Closing and reinstating accounts
- Starting the application process for new accounts
- Activating customers' credit cards
- Adding and removing authorized users
- Correcting and updating customers' information
- Entering and declining manual and verbal authorization
- Giving pending and current transaction information
- Providing essential information about payment allocation
- Sending out year-end summaries
- Sending out credit balance refund checks and rebates
- Processing credit disputes.
Stay at Home Mom
Homemaker
Bridgeport, CT
01.2004 - 01.2007
Customer Service Specialist
SNET/SBC
01.1998 - 01.2004
- Handling and supervising incoming and outgoing calls
- Initializing telephone lines
- Establishing calling plans for new and existing customers
- Accepting reservations and completing conference calls
- Processing billing information
- Authorizing reconnection of services
- Answering billing inquiries
- Recording and verifying all information was daily
- The customer service specialist department is directly responsible for providing a high level of service to SBC customers
- Candidates had to possess and demonstrate the following skills
- Keyboarding, verbal communication, problem solving abilities
- Flexibility in working schedule and the ability to multi-task
- Providing a high level of personalized service to customers while always maintaining the needs of the business
- Operated the official private branch exchange
- Switchboard/console which was administering directory assistance for inter company
- Faxing information to doctors and registered nurses for the State of Connecticut.
Competitive Operator Service Specialist
Children's Hospital
- Receiving and completing a variety of local and long distance, international calls
- Completing person to person, collect, calling card and billed to third calls
- Billing customers for local, long-distance, and international calls crediting customers for wrong numbers reached, cut off and or poor transmissions
- Interpreting customers' requests and giving local, long distance and international dialing instructions
- Assisting customers with area codes, exchanges, country, and city codes
- Retrieving in and out of state, international listings
- Providing operator assistance and call completion functionality
- Receiving and reporting 911 calls
- Occasionally giving assistance on requests for intra and interstate emergency information.
Education
Associate of Science - Computer Science
Norwalk Community College
Norwalk05.2020
Skills
- Relationship-building
- Sharp problem solver
- Telecommunication skills
- Telephone inquiries specialist
- Active listening skills
- Customer service expert
- Strong organizational skills
- Results oriented
- Team leadership
- Adaptive team player
- Quick Learner
- Strong Work Ethics
- Excellent Communication Skills
- Upbeat and Positive Personality
- Calm and Professional Under Pressure
- Adaptive Team Player
Timeline
CUSTOMER SERVICE REPRESENTATIVE
Aquarion Water Company of Connecticut
07.2021 - Current
Customer Service Representative
Cablevision
10.2007 - 11.2016
Customer Service Representative
Royal Bank of Scotland
06.2007 - 10.2007
Stay at Home Mom
Homemaker
01.2004 - 01.2007
Customer Service Specialist
SNET/SBC
01.1998 - 01.2004
Competitive Operator Service Specialist
Children's Hospital
Associate of Science - Computer Science
Norwalk Community College
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