Mekea Gilbert
CSA
Oklahoma City,OK
Summary
Diligent Customer Service Advocate skilled at listening to customers, exceeding productivity targets and maintaining current knowledge of company offerings. Solves problems quickly to retain customers and delivers high level of service in every interaction.
Overview
24
24
years of professional experience
Work History
Customer Service Advocate
OG&E Electric Company
12.1999 - Current
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Adapted quickly to changes in company policies or systems, ensuring minimal disruption in service delivery during transitions.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Implemented and developed customer service training processes.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Handled customer inquiries and suggestions courteously and professionally.
- Met customer call guidelines for service levels, handle time and productivity.
- Answered constant flow of customer calls with minimal wait times.
- Maintained a positive work environment, fostering team collaboration and continuous improvement.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Cross-trained and provided backup support for organizational leadership.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Provided primary customer support to internal and external customers.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
Education
High School Diploma -
Frederick Douglass High School
Oklahoma City, OK05.1995
Skills
- Microsoft Office Suite
- Data Entry
- Problem-solving abilities
- Live chat support
- Microsoft Excel
- Call Documentation
- Dispute Resolution
- Call center experience
- Cross-Functional Collaboration
- MS Office
- Conflict Resolution
- De-Escalation Techniques
Timeline
Customer Service Advocate
OG&E Electric Company
12.1999 - Current
High School Diploma -
Frederick Douglass High School
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