MELISSA WHITEHEAD
Roselle,NJ
Summary
Proven Internet Inquiry Representative at PSE&G, adept in CRM software and customer relations, significantly enhanced customer satisfaction through effective problem resolution and efficient communication. Excelled in cross-departmental collaboration, skillfully managed client accounts, and adeptly handled service adjustments, showcasing a blend of technical proficiency and interpersonal skills.
Overview
25
25
years of professional experience
Work History
Internet Inquiry Representative
PSE&G
NEWARK, NJ
10.2023 - Current
- Managed client accounts, ensuring satisfaction and retention through regular communication and problem resolution.
- Collaborated with colleagues in other departments to ensure that all customer needs were met effectively.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
Customer Service Representative
PSE&G
Plainfield, NJ
06.2018 - 10.2023
- Developed strong relationships with customers by providing personalized assistance and support.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Answered customer inquiries and provided accurate information regarding products and services.
Bookkeeper
PSE&G
Cranford, NJ
10.2007 - 06.2018
- Handled accounts payable and receivable, including invoicing and payment processing.
- Prepared accurate financial reports each month by collecting, analyzing, and summarizing account information.
- Resolved billing discrepancies with vendors or customers promptly.
- Recorded debit, credit and account transactions in computer spreadsheets and databases.
Mortgage Loan Originator
America's First Funding
Linden, NJ
03.2000 - 12.2007
- Reviewed credit histories from applicants and determined feasibility of granting requested loans.
- Processed loan applications in accordance with established guidelines and standards.
- Conducted comprehensive financial analyses to assess borrower's ability to repay.
- Negotiated mortgage loan terms to ensure favorable outcomes for clients.
- Successfully negotiated loan agreements, enhancing client satisfaction.
- Maintained a thorough knowledge of current lending regulations, policies, and procedures.
Customer Care Representative
PSE&G
Cranford, NJ
09.1999 - 10.2007
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Maintained and exceeded performance and quality standards, meeting customer support objectives.
- Documented all customer interactions into the company's database system.
- Utilized problem-solving skills when responding to complex inquiries from customers.
Education
Business Administration and Management
Rutgers University
Newark, NJBusiness Administration and Management
Norfolk State University
Norfolk, VASkills
- CRM software expertise
- Customer relations
- Order problem solving
- SAP
- Microsoft Word
- Excel
- Outlook
Timeline
Internet Inquiry Representative
PSE&G
10.2023 - Current
Customer Service Representative
PSE&G
06.2018 - 10.2023
Bookkeeper
PSE&G
10.2007 - 06.2018
Mortgage Loan Originator
America's First Funding
03.2000 - 12.2007
Customer Care Representative
PSE&G
09.1999 - 10.2007
Business Administration and Management
Rutgers University
Business Administration and Management
Norfolk State University