Quiana Hayes
Belleville,IL
Overview
16
16
years of professional experience
Work History
Meters to Cash Representative
Spire
07.2022 - Current
- Data validation: Captured meter readings to undergo validation to ensure accuracy and reliability, checking for anomalies and errors.
- Billing and invoice: Had to determine if bills should be estimated or actual. Based on validated meter readings, billing and invoicing processes generate customer invoices. Calculating charges according to consumption.
- Meter reading: Use automated systems to capture meter readings from utility meters measuring energy consumption.
Senior Customer Service Advocate
Spire
06.2019 - 07.2022
- Answered and resolved escalated calls from customers requesting supervisors, to allow the supervisors more time to do other supervisory duties.
- Assisted fellow customer service representatives with their questions and guided them through procedural processes on how to complete complicated tasks.
- Granted approval or denial for customer request as far as waiving late fees, applying credits and other miscellaneous adjustments that needed supervisor approval.
Customer Service Representative
Spire
05.2014 - 06.2019
- Respond to utility commission and agency inquiries
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Opened and closed accounts at customer request.
- Handle high bill complaints and payment extensions.
- Explained utility services and rates.
Emergency Dispatcher
Spire
08.2013 - 05.2014
- Dispatched appropriate fire or utility worker response to each call.
- Used maps and landmarks to identify locations with no actual address to dispatch a utility emergency worker.
- Entered appropriate data for each call or customer in a timely manner, Generated reports
- Reports gas emergencies and outages
Customer Service Representative 1
Spire
03.2008 - 08.2013
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Education
N/A - Business Administration
St. Louis Community College of Forest Park
St. Louis MissouriSkills
- Product or Service expertise
- Systems and software expertise
- Customer Relations
- Technical aptitude
- Data entry proficiency
- Account Servicing
- Technical Troubleshooting
- Customer Support
Timeline
Meters to Cash Representative
Spire
07.2022 - Current
Senior Customer Service Advocate
Spire
06.2019 - 07.2022
Customer Service Representative
Spire
05.2014 - 06.2019
Emergency Dispatcher
Spire
08.2013 - 05.2014
Customer Service Representative 1
Spire
03.2008 - 08.2013
N/A - Business Administration
St. Louis Community College of Forest Park
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