Melissa Alvarez-Raygoza
Lansing,MI
Summary
Dynamic Client Services Representative with proven expertise at Ocius LLC in enhancing customer satisfaction and resolving complex billing issues. Skilled in data entry and client relationship management, I excel in fostering strong connections and identifying upselling opportunities. Bilingual communicator at. Consumers Energy with a strong focus on problem resolution in utility billing and delivering exceptional service.
Overview
8
8
years of professional experience
Work History
Client Services Representative
Ocius LLC
Chicago, IL
01.2011 - 04.2014
- Developed strong relationships with customers through friendly interactions and problem-solving abilities.
- Performed administrative tasks such as filing documents and responding to emails.
- Answered incoming calls from customers regarding billing inquiries.
- Managed client accounts by providing accurate data entry services.
- Verified accuracy of data entered into company systems.
- Maintained customer records in the database system.
- Imported system data daily.
- Assisted property managers with utility bills.
- Contacted utility company for client/property manager
- Delivered high level of service to clients to both maintain and extend relationships for future business opportunities.
- Resolved contract and billing system inconsistencies, identifying discrepancies and requesting corrections.
- Followed up with customers through calls and emails to proactively resolve issues and maintain satisfaction.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Contacted customers about potential service upgrades, new services and account changes.
Customer Service Representative
Consumers Energy
Lansing, MI
08.2006 - 12.2011
- Answered customer inquiries via phone.
- Identified opportunities for upselling additional products or services based on customer needs.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Provided exceptional customer service to ensure customer satisfaction.
- Maintained a high level of professionalism when dealing with difficult customers.
- Assisted customers with billing inquiries regarding their utilities.
- Responded quickly to gas emergencies, and placed emergency orders for gas leaks.
- I answered and responded to inbound calls regarding electrical problems or downed wires.
- Helped customers by answering any billing inquiries.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Assisted with the setup of the stop/start utility service for customers when moving in or out of their home or apartment.
- Updated databases with new and modified customer data.
- Updated system with order specifics and customer details, preferences, and billing information.
- Promoted available products and services, or service plans, to customers during calls.
- Received inbound calls in the Spanish language.
- Helped customers with utility-related calls in Spanish.
- Assisted in gas emergency calls in Spanish and reporting them to dispatch as quickly and efficiently as possible.
Skills
- Customer service
- Data entry
- Database management
- Billing inquiries
- Problem resolution
- Client relationship management
- Emergency response
- Time management
- Communication skills
- Bilingual communication
- Call center experience
- Strong empathy
- Cross-selling expertise
- Teamwork skills
- Problem-solving abilities
- Phone etiquette
- Self motivation
- Attention to detail
- Fluency in dual languages
- Customer focus
- Multitasking Capability
Languages
Spanish
Native/ Bilingual
References
References available upon request.
Timeline
Client Services Representative
Ocius LLC
01.2011 - 04.2014
Customer Service Representative
Consumers Energy
08.2006 - 12.2011
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