Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Philicia West

Atlanta,GA

Summary

Extensive background in Customer Service- 10+ years of conceptual thinking in organizational and time management. Performing administrative and data entry duties and multitasking in a fast-paced environment. Strong problem solving and decision-making skills with a deep understanding of world class customer service.10+ years of experience in Call Center, Data Entry, Customer Service, Collections, Sales, and High Call Volume.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Business Sales Consultant

Georgia Power
02.2023 - Current
  • Answer complex credit and billing inquiries, investigate high bills, analyze customer credit status and Dunn & Brad Credit assessment for Commercial Accounts, verify active status for Secretary of States, Build premise into system, Educate customers of available rates, products and services, Respond to service policies, rate questions and billing inquiries, Offer solutions and solve problems that are sometimes unstructured and that may require reliance on conceptual thinking, Ask fact-finding questions for clarity to ensure that customer’s requests are satisfied according to policies and procedures, process service orders to connect, disconnect and transfer services.
  • Collaborated with cross-functional teams to create customized solutions for clients, resulting in increased customer satisfaction and loyalty.

Correspondence Customer Service

Southern Company Gas
04.2022 - 02.2023
  • Prepare and respond to all written correspondence, emails, products and services offered by Southern Company Gas, and return mail received from external customers
  • Process Auto Draft received from customers for multiple markets and maintain the security of customer records
  • Review and process Senior Citizen Applications
  • Process On-line orders (turn-on, turn-off and match orders) received through the Dashboard
  • Process Landlord Agreements (ACN) for multiple markets
  • Assist CSR with questions regarding lease & ID documentation received
  • Receives and responds to customer billing inquiries received through the Customer Service Portal
  • Maintain regulatory compliance (intra-company and extra-company accountability)
  • Process premise and street name corrections/changes resulting from 911 and US Postal changes
  • Access system CC&B/ GCMA
  • Thorough working knowledge of CC&B, CIS mainframe system, and PC applications (MSWD, Excel), Estars (time keeping)
  • Avaya AWFO.

Service Consultant/Telecommute Service Consultant

Georgia Power
03.2012 - 04.2022
  • Serves as a Service Consultant and working overtime storm duty, assisting customers with their questions and/or needs from the Georgia Power Company
  • Key duties included: EFFECTIVELY COMMUNICATED AND MANAGED high volumes of customer calls per day, dealing with irate customers, and handle questions related to billing, collections and deposits
  • PROVIDED SUPPORT to customer needs and promoted products and services offered by the company, averaging over 50 calls per day
  • ANALYZED AND RESOLVED customer complaints via phone, verify information, greet customers and ascertain problems or reasons for calling
  • PROCESSED, MAINTAINED AND TRACKED customer records by updating account information
  • Thorough working knowledge of CSS, ARMS
  • Processed applications for new service, disconnections, non-payment reconnects, payment arrangements and high bill inquiries
  • Reported emergencies and power outages
  • Generated additional revenue through skilled sales technique.

Customer Service Representative/ Operator

CLM Sanitation/Waste Industries
07.2007 - 02.2012
  • Performed duties that included reading scales and recording data by electronically and manually to prepare concise reports
  • Provided customer service via resolving customer issues, additional requests, orders, etc
  • Answered 130 inbound calls daily
  • Responsible for setting up new service, taking payments, and resolving billing concerns
  • Trained new hire associates.

Education

High School Diploma -

Lovejoy High School
Hampton, GA
06.2001

Skills

  • MS Office- Word, Excel, PowerPoint, Access, and Outlook

Certification

American Heart Association BLS Certification

Timeline

Business Sales Consultant

Georgia Power
02.2023 - Current

Correspondence Customer Service

Southern Company Gas
04.2022 - 02.2023

Service Consultant/Telecommute Service Consultant

Georgia Power
03.2012 - 04.2022

Customer Service Representative/ Operator

CLM Sanitation/Waste Industries
07.2007 - 02.2012

High School Diploma -

Lovejoy High School

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Philicia West