Melanie Stebbins
Saratoga Springs,UT
Summary
Customer Care Representative II with over 7 years of experience at Enbridge Gas delivering high-quality customer service in a regulated utility environment. Proven ability to resolve complex customer issues, support team initiatives, and maintain strong performance metrics while adhering to company policies and procedures. Known for reliability, clear communication, and cross-functional collaboration. Seeking continued growth within Enbridge.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Contact Support Specialist II
Enbridge Gas
10.2018 - Current
- Provide inbound customer support in a regulated utility environment, resolving billing, service, and account-related concerns in accordance with Enbridge policies.
- Consistently resolve customer issues efficiently while maintaining accuracy, compliance, and professionalism.
- Escalate complex or unresolved issues appropriately to ensure timely resolution and customer satisfaction.
- Follow up on customer inquiries requiring additional research, providing clear and timely status updates.
- Utilize root cause analysis to identify recurring issues and contribute to process improvement discussions.
- Participate in team meetings focused on service quality, performance metrics, and customer experience improvements.
- Support onboarding and training of new team members by sharing process knowledge and best practices.
- Maintain strong customer satisfaction and performance metrics while managing high call volumes.
- Collaborated with cross-functional teams to enhance service delivery and improve customer satisfaction.
- Provided technical support for customer inquiries, resolving issues efficiently and effectively.
Janitor
Vivint Solar
11.2017 - 10.2018
- Maintained clean, safe, and compliant work environments supporting daily operations.
- Followed established procedures for sanitation, equipment use, and safety protocols.
- Managed supply inventory to ensure uninterrupted facility operations.
- Responded promptly to spills and safety hazards to prevent incidents.
Missionary
Church Of Jesus Christ Of Latter Day Saints
05.2017 - 10.2017
- Built strong communication and relationship skills through daily public-facing interactions.
- Trained peers in effective communication, teaching, and presentation techniques.
- Planned and executed outreach initiatives requiring organization, adaptability, and teamwork.
- Coordinated volunteer efforts to support community members in need.
Janitor
Vivint Solar
06.2016 - 04.2017
- Supported facility operations by maintaining cleanliness and reporting maintenance concerns promptly.
- Followed safety and quality standards while operating cleaning equipment.
- Ensured consistent upkeep of shared and high-traffic areas.
Education
Bachelor of Science - Dual Major Writing Studies And Creative Writing
Utah Valley University
Orem, UT03-2026
Associate of Science - Writing Studies
Utah Valley University
Orem, UT05-2024
High School Diploma -
Lehi High School
Lehi, UT05-2016
Skills
- Inbound Customer Service (Utility & Billing Support)
- Issue & Complaint Resolution
- Root Cause Analysis
- Policy & Procedure Adherence
- Customer Advocacy
- De-escalation & Conflict Management
- First-Call Resolution
- Team Collaboration & Peer Support
- Microsoft Word
- Proficiency in Excel
- Money Management and Budgeting
- Detail Oriented
- Punctual
- Self Motivated
- Calendar Management
- Outlook
- Data Entry (High Speed)
- Strick Confidentiality
- Work Day
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
Certification
- Lowest Average Handle Time in my department for the year (time on calls)
- Most memo awards for the year in my department (Good customer feedback)
Timeline
Contact Support Specialist II
Enbridge Gas
10.2018 - Current
Janitor
Vivint Solar
11.2017 - 10.2018
Missionary
Church Of Jesus Christ Of Latter Day Saints
05.2017 - 10.2017
Janitor
Vivint Solar
06.2016 - 04.2017
Associate of Science - Writing Studies
Utah Valley University
Bachelor of Science - Dual Major Writing Studies And Creative Writing
Utah Valley University
High School Diploma -
Lehi High School