Paul Steed

• Work with Key Account Executives to assist key account members, developers, contractors, etc.
• Assist key account members with billing issues, equity questions, starting / stopping service and new construction projects and project cost estimates.
• High work volume requires constant communication with many internal departments - billing, design, construction, meter department and field and energy services.
• Coordinated with internal groups (design and construction) to ensure large projects were flowing and meeting customer timelines. Acted as point of contact for escalated issues.
• Notable projects - Bimini Square / Lee Health project, The Cove at 47th, Bayshore Elementary School addition, new Ave Maria Elementary School, Large developments - Kingston, Brightshore, Rivergrass, Solena and ongoing expansion of Oak Creek.
• Handle all large development light request.

As a Customer Care Specialist , I take a lot of pride in being able to handle the fast paced needs of the call center. There are MANY moving parts that need special attention daily.

• Readily available on the 'help desk' which is used to assist front line representatives with their phone calls. I am able to assist with start/stop service, builder/scheduling, products, residential/commercial billing/demand billing questions.
• It is my responsibility to not only help a representative with a question/issue but also educate on how to properly resolve an issue.
• I reach out to several departments when needed ( billing , process improvement, C&M schedulers, key accounts, construction, DDA/design) to assist me with an issue or problem.
• I handle billing adjustments when needed (return checks, setting up installment plans on billing issues, LCEC error, etc.)
• I handle escalations when required and also handle all BBB complaints / CEO escalations.
• I am currently involved in training all customer care new hires. I, along with my partner, facilitate a 6 week training class to prepare new hires in taking live calls. Planning is currently in place for training start/stop service, builder, commercial, street light and PV/Solar training.
• From the end of July 2020 to November of 2020, i assisted Key Accounts while the key account associate at the time was on leave. I worked very closely with the City of Cape Coral, Lee County, Lee County school district and many others. I assisted several key accounts in everything from billing questions to new service applications. I also set up appointments daily for electricians that were doing work for different key accounts. I ran consumption reports when requested and handled all street light repairs from the City of Cape Coral.

I am currently a CCO supervisor with a primary role of overlooking new construction, builder and new service applications.

• Direct daily duties for both phone agents and administrative agents. Coach agents monthly/weekly or as needed.
• Track and approve daily timesheets. Manage individual FMLA cases as needed.
• Balance admin duties hourly to ensure adequate phone coverage during peak call volume.
• Monitor all new service applications for accuracy to ensure jobs not held up for design and engineering. Work very closely with E&O to ensure jobs are accurate and fall within service standard.
• Manage agents working the 'Business accounts' e-mail to ensure highest level of communication with builders, electricians, project managers, etc. Work closely with C&M to assist customers inquiring about new construction / electrician appointments.
• Assist Key Accounts with projects (Tiger Grant road way lighting, Lee County District Lighting, Sanibel restoration - urgent requests).
• Acted as lead for FEMA and State of Florida restoration (CCO processes). Created master accounts and coordinated plan with design for temporary services needed for both FEMA trailers and State trailers.

I am currently fulfilling the duties of a Customer Service Professional in the customer care center. My main objective as a customer care professional is to service and meet needs of our previous, current and future needs of our customers.

• Set up new electrical service for new customers and disconnect or transfer service for existing customers.
• Assist customers with understanding their electrical bill which includes helping in saving money / energy for the future.
• Help customers in times of brief outages or electrical issues.
• Guide customers through our new online self service portal "Smart Hub" which helps customers view and track their own usage , pay bills , update personal information.

CNA Business Insurance

i previously managed 15 customer service representatives who process and file new loss claims for small and major business's. I am also the main point of contact for process and quality assurance for the client in the Fort Myers office.

• Interview and hire internal applicants for the CNA platform.
• Monitor CSR schedule adherence and hourly productivity using Impact360/CMS.
• Review 100+ quality assurance audits to ensure top performance within the department per client contract.
• Meet with Client weekly to discuss trends,possible issues and upcoming process changes.
• Review payroll daily to ensure accuracy (matched with adherence).
• Assist my employees with CIGNA/FMLA needs.

CORE FNOL Previously overlooked operations within the CORE FNOL platform that included 40+ insurance companies with Mercury Insurance being my main responsibility. Head trainer for new hire classes with 20+ in each class.

• Managed team of 20+ customer service representatives.
• Trained and prepared 80+ new hires in last 6 months.

Allstate Insurance Property/Auto Allstate insurance is where my Operations Supervisor role began. I overlooked claim intake for Allstate insurance for both auto and property lines of business. Met and calibrated with Allstate trainers to ensure accuracy and that process was followed. I was part of the audit team that pulled 200+ plus calls for quarterly client audits.

• Kept accurate and secure cash drawers by putting away large bills and keeping optimal levels of small bills and change.
• Reconciled cash drawer at start and end of each shift, accounting for any errors and resolving discrepancies to maintain accuracy.
• Engaged customers warmly and provided immediate and dedicated assistance.
• Restocked, arranged and organized merchandise in front lanes to drive product sales.

• Maintained golf course greens,fairway,tee boxes,rough and repair damaged netting. Organized team meetings in the morning for the tasks that needed to be done for the day.