Hi, I’m
Morgan McNeil
Halethorpe,MD
Summary
Experienced customer service specialist adept at handling high-volume call center environments. Known for exceptional problem-solving, conflict resolution, communication, and interpersonal skills. Committed to maintaining customer satisfaction and contributing to company success through continuous learning opportunities.
Overview
13
years of professional experience
Work History
Baltimore Gas & Electric CompanyBaltimore, MD
Customer Relations Specialist
03.2017 - 07.2024
Job overview
- Collaborated with other departments to ensure timely resolution of customer issues.
- Resolved customer inquiries and complaints promptly and efficiently via telephone and email.
- Participated in team meetings to share best practices regarding customer relations management.
- Enhanced team productivity and customer satisfaction through mentoring new employees in the use of CRM software, while ensuring adherence to procedures and policies.
- Delivered excellent customer support by addressing billing inquiries promptly and efficiently processing start, stop, and move services. Streamlined collections process and aided in setting up payment arrangement and energy assistance options.
- Enhanced customer experience by addressing inquiries and resolving issues related to products and services for optimized home energy usage.
- Updated system with confidential customer details, preferences, and billing information.
- Effectively handled customer escalations by engaging directly with customers and implementing de-escalation strategies.
- Effectively and efficiently handled gas and electric emergency situations like odor of gas, explosions, power failures, and dangerous power lines in compliance with company protocols.
- Contributed to the company's daily/monthly goals by following schedules, offering assistance during regular and extended work hours, participating in storm duty rotations and fulfilling on-call obligations
Bank of AmericaHunt Valley, MD
Fraud Analyst II
08.2016 - 02.2017
Job overview
- Communicated effectively with customers regarding suspected fraudulent activities or suspicious behavior.
- Performed detailed analysis of financial transactions to identify suspicious activity.
- Conducted interviews with customers to verify their identity and validate information.
Baltimore Gas & ElectricBaltimore, MD
Customer Relations Trainee
07.2015 - 07.2016
Job overview
- Resolved customer complaints promptly and efficiently.
- Assisted customers in managing collections, including payment arrangements, extensions, and accessing energy assistance programs.
- Resolved problems by working with other departments to provide solutions that meet customer needs.
- Provided exceptional customer service to ensure customer satisfaction.
- Displayed calmness and professionalism when faced with high-pressure scenarios, adeptly diffusing tense exchanges by employing empathetic and amiable communication techniques, ultimately resulting in improved customer satisfaction.
- Promptly responded to emergency gas and electric calls, collecting accurate details for incidents involving gas odors, hazardous power lines, and power outages.
Miss Shirley's CafeBaltimore, MD
Restaurant Hostess
05.2013 - 01.2016
Job overview
- Provided exceptional customer service by greeting and seating customers.
- Supported servers with various restaurant duties.
- Resolved customer complaints in a professional manner while maintaining a positive attitude towards guests.
- Ensured accurate balancing of cash register at the end of each shift, adhering to established procedures.
- Answered incoming calls with appropriate greeting and provided information about menu items or services offered.
Macy'sOwings Mills, MD
Sales Associate
09.2011 - 05.2013
Job overview
- Attended weekly team meetings to review performance goals and objectives.
- Handled cash and credit card transactions with a point-of-sale system.
- Provided exceptional customer support through knowledgeable guidance on product selection, sizing, and styling for enhanced shopping experiences.
- Developed trusting relationships with customers by making personal connections.
- Built and maintained relationships with peers and upper management to drive team success.
- Provided training for new employees in cash register operation, stock procedures, and customer services.
- Adhered to company initiatives and achieved established goals.
Education
Baltimore Polytechnic Institute, Baltimore, MD
High School Diploma
06-2010
Harrisburg University of Science And Technology, Harrisburg, PA
Some College (No Degree) from Biology
Stratford University, Baltimore, MD
Associate of Applied Science from Culinary Arts
Skills
- CRM Software
- Proficient in Customer Care and Billing (CCB) System
- Avaya Call Center
- Remote Office Availability
- Leadership
- Microsoft Office (Word, PowerPoint, Power BI, Teams, SharePoint, Outlook)
- VPN software
- Databases: Oracle, NICE, VoIP, ACD and Call Routing
- IVR
Accomplishments
- WOW! Recognition for exceptional customer service
Affiliations
- UNICEF Volunteer High School Club
- Maryland Food Bank Volunteer
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Relations Specialist
Baltimore Gas & Electric Company
03.2017 - 07.2024
Fraud Analyst II
Bank of America
08.2016 - 02.2017
Customer Relations Trainee
Baltimore Gas & Electric
07.2015 - 07.2016
Restaurant Hostess
Miss Shirley's Cafe
05.2013 - 01.2016
Sales Associate
Macy's
09.2011 - 05.2013
Baltimore Polytechnic Institute
High School Diploma
Harrisburg University of Science And Technology
Some College (No Degree) from Biology
Stratford University
Associate of Applied Science from Culinary Arts
References
References available upon request.
References
References available upon request.
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