Quiana Hayes
Belleville,IL
Overview
16
16
years of professional experience
Work History
Meters to Cash Representative
Spire
St Louis, MO
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
St Louis, MO
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
St Louis, MO
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
St Louis, MO
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
St Louis, MO
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