Nichole Gruszczynski

• Assisted team members in group chat

• Answered escalated calls from customers requesting a supervisor

•Assisted in scoring calls and coaching agents to ensure compliance with company quality standards

• Responsible for running a weekly report for teams case management

•Attended Key Account and Performance meetings

•Assisted in weekly team huddles

• Ensured agents adhere to schedule changes to meet business needs

• Worked closely with our national account team members, as well as delivery and service, coordinators and local area managers

• responsible for answering incoming calls from customers throughout the United States

• Taking orders, customer payments, modification to account information, service calls, setting up contract and resolving customer issues with deliveries, service, and billing

• During this period of employment I was placed on an email team/social media team my responsibilities included handling highly escalated emails from customers in this position. I worked closely with territory management credit and collections and delivery and service coordinators in order to quickly resolve customers concerns.

• I was selected to be on the key account team in this position. I worked with our national account customers helping them with all aspects of their AmeriGas accounts, including, but not limited to billing service deliveries and online services in this position I was able to work directly with our national account management team

• Started as a customer relations representative handling every day, office tasks, such as answering incoming calls, taking an expediting orders, helping customers with account issues and billing problems , as well as making necessary adjustments to any incorrect invoices, assisted customers in setting up pricing contracts

• Advanced to being responsible for running the service department taking all service related calls, scheduling all service jobs creating work orders and billing out daily service work. I was also responsible for opening all new accounts for the area sales manager. I worked with different builders and towns regarding permit requirements for new tank installs

• Filled in when team members were out by doing the daily cash count for the office

• I also worked with out of state representatives for emergency relief during Hurricanes and other natural disasters

• I was a growth champion and a member of the safety committee for my local AmeriGas location and represented Chester, NJ at quarterly meetings at different districts within our area

• Answered incoming customer calls to the customer service department

• Expedite Customer orders

• Processed customer returns and repairs

• Worked closely with the engineering department on a daily basis to fulfill customer requests

• Provided documentation to customers and the engineering department

• Worked closely with other customer service representatives on different Government accounts

• assisted customers with the status of pending orders and repairs