Summary
Overview
Work History
Education
Skills
Timeline
Generic

OSCAR ANTHONY

Cypress,TX

Summary

Accomplished professional with over 20 years of customer relationship and account management experience. Dedicated team player who can adjust to change and learn new concepts with ease. Resourceful in gathering relevant information regarding disputes, providing appropriate documentation, and guiding both individuals and groups to reach satisfactory agreements and settle complicated issues. Devoted to adhering to ethical guidelines and laws throughout all casework. Outgoing-Energetic professional with successful records of embracing new challenges.

Overview

19
19
years of professional experience

Work History

Customer Service Rep, CRC

Liberty Mutual
02.2022 - Current
  • Provides exceptional customer service by managing and utilizing time effectively, remaining available and responding promptly to all inbound customer calls
  • Works to retain policyholders who inquire about rates through open listening, negotiating, and policy review of customer issues
  • Resolving customer complaints by explaining coverage policies and procedures to customers and working with them to reach a resolution
  • Process policy change endorsements and insurance policy needs by answering questions regarding coverage, rates, billing issues, and general policy reviews while offering additional products and services

Issue Resolution Specialist

Sunnova Solar Energy
12.2018 - 08.2020
  • Assist customers by resolving issues by investigating and gathering details regarding complaints written and oral communication entities to resolve dispute inquiries
  • Prepare requests and process approvals, rewrite contracts, create change orders and amendments as needed to resolve contract and production issues
  • Review and assess customers' complaints by investigating extremely complex account issues. Creative problem-solving abilities and educate customers on Solar Energy products and services.
  • Monitor Social Media platforms to address and resolve customers' complaints
  • Handle and resolve high-profile case types including early-pay off requests, buy-out requests, fraud, claims, bankruptcy, and foreclosure issues
  • Notify customers of updates, requesting additional information about a claim if needed, and answering any questions about their claim
  • Management in solving difficult customer issues without compromising brand or customer relationship with company
  • Demonstrate excellent customer service through effective communication to ensure compliance with applicable legal and regulatory requirements including adhering to Utility Commissioner and other state and/or regional requirements
  • Practiced Advance Conflict Management in solving Better Business Bureau customers complaints

Associate Customer Service Rep

CenterPoint Energy
03.2011 - 03.2017
  • Process online customer service and electronic billing inquiries
  • Adhere to Public Utility and Railroad Commissioner regulations
  • Solicit customer feedback on service provided and initialization
  • Liaison between vendors and customers for utility electric transactions orders
  • Taking 60+ inbound calls to create and dispatch emergency gas leaks and power outages emergency orders
  • Care for customers involved in storms causing power outage by demonstrating empathy while setting up new claim reports for damages
  • Resolve gas billing inquiries, preform account adjustment and negotiable payment arrangements
  • Cultivated impactful relationships with customers and drove business development by delivering product knowledge
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor

Commercial Business Services Representative

Reliant Energy An NRG
10.2007 - 03.2011
  • Perform front and back-office procedures.
  • Issue 50+ orders and analyze accounts to resolve billing issues
  • Diffuse customer escalations by offering various solutions and options
  • Actively promotes company values of its products and services
  • Interact and execute transactions-based EDI requests to customer's account
  • Served as liaison between certain departments to implement new improvement plans and changes

First Call Resolution Specialist

Reliant Energy/Primary Services
05.2005 - 10.2007
  • Perform front and back-office procedures
  • Identify patterns that generate customer's issues
  • Adhere to Public Utility Commissioner of Texas (PUCT) regulations
  • Convey Electric Reliability Council of Texas (ERCOT) transactions
  • Research issues received from various channels to mitigate complains
  • Coordinate with various escalation teams to correct transactions related discrepancies
  • Resolves customers account issues when Supervisory representation is required or requested
  • Maintained up-to-date knowledge of latest research and trends through extended education and professional development courses

Education

High School Diploma -

Phillis Wheatley High School / Marque Learning Ins
Houston, TX

Skills

  • Excel
  • Oracle
  • Siebel
  • Salesforce
  • PowerPoint
  • Multitasking
  • De-Escalating
  • SAP SAP/CRM
  • Conflict Mediation
  • Conflict Resolution
  • Verbal Communication
  • Sharp Critical Thinking Skills
  • Insurance Licenses in Multiple States

Timeline

Customer Service Rep, CRC

Liberty Mutual
02.2022 - Current

Issue Resolution Specialist

Sunnova Solar Energy
12.2018 - 08.2020

Associate Customer Service Rep

CenterPoint Energy
03.2011 - 03.2017

Commercial Business Services Representative

Reliant Energy An NRG
10.2007 - 03.2011

First Call Resolution Specialist

Reliant Energy/Primary Services
05.2005 - 10.2007

High School Diploma -

Phillis Wheatley High School / Marque Learning Ins

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OSCAR ANTHONY