RAYMOND FERGUSON
District Heights ,MD
Summary
Dedicated and detail-oriented Customer Service specialist with over 20 years of related experience. Excel at prioritizing, completing multiple tasks simultaneously and following through to achieve goals. Flexible and goal-oriented team player with interest to expand my role and responsibility.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
Exelon/Pepco Holdings LLC
04.2007 - Current
- Serve as the key point of contact as a customer service representative
- Respond to customer inquiries/complaints received via phone and/or written correspondence in a timely manner
- Use appropriate company system(s) to document and track actions taken
- Utilize available resources to determine a course of action, then take the necessary action to resolve customer issues/objections; and informing customers of the action(s)
- Collaborate internally across departments to facilitate the appropriate resolution
- Manage customer relationships with minimal supervision, regarding inquiries and/or complaints of electric emergencies, service orders, billing, collections, new business processes, and internet inquiries
- Respond to emergency demands for outages and operational events impacting small/medium commercial customers
- Handle other call types as necessary during periods of high call volumes
- Identify/track trends and issues based on customer inquiries received to report issues to leadership to address company needs
Primary Dispatcher
Exelon/Pepco Holdings LLC
01.2010 - 12.2016
- Responding to emergencies such as transformer or transmission line failures, Electrical fires, I communicate with external customers, department managers
- Anticipate changes in power needs caused by weather, such as increased demand for power on a hot day or outages during a thunderstorm
- Coordinate with engineers, planners, field personnel, or other utility workers to provide information
- Record and compile operational data, such as chart or meter readings, power demands, or usage and operating times, using transmission system maps
- Routinely assisted with trouble shooting and correcting the reconnection for Pepco newly installed AMI meters working across the board with the AOA department as well as Scope services assisting Pepco with manual reconnects at the meter due to possible remote reconnect failure
Skills
- Dispatch operations
- Strong organizational skills
- Telecommunication skills
- Courteous demeanor
- Active listening skills
- Team leadership
- Customer service expert
- Sharp problem solver
- Energetic work attitude
- Relationship-building
Applications
- CRM SAP
- Advantex
- SPL OMS
- Acclara
- OPOWER
- UIQ
- WMIS
- PowerPoint
Timeline
Primary Dispatcher
Exelon/Pepco Holdings LLC
01.2010 - 12.2016
Customer Service Representative
Exelon/Pepco Holdings LLC
04.2007 - Current
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