Paris Tonette Carter
Coraopolis,Pa
Summary
Highly motivated Customer Service Representative with over 20 years of experience in the customer service utility industry, including 7+ years in telecommunications sales and compliance. Demonstrating innovative and progressive approaches, I have a proven track record of resolving customer complaints and increasing satisfaction. Possessing excellent writing and negotiating skills, as well as strong communication, interpersonal, and problem-solving abilities, I am a proven leader, motivator, and team player.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Emergency Shift Customer Service Specialist
Duquesne Light Company
02.2015 - Current
- -Handle emergency calls via911 creating trouble tickets for dispatch ensuring swift response
- -Ensure compliance with Pennsylvania Public Utilities Commission laws and regulations
- -Communicate the most recent information to first responders through telephone calls, fax, or email
- -Read system map coordinates, to identify latitude/longitude to ensure precise location for trouble shooter
- -Act as a liaison between various departments including, customer contact center, operations department and911 dispatch, assisting with emergency outages and reports
- -Process PA One Call request
- -Collaborate with various departments to ensure reconnection of service due to emergency and medical needs
- -Process medical certification forms to restore electric service for customers that have medical needs
- -Perform data analysis for budget billing
- -Manage customer inquiries correspondence through email
Customer Service Representative
Duquesne Light Company
04.2012 - 02.2015
- -Interact with customers and handle routine calls regarding connection and disconnection of service, power outages, budget billing and payment arrangements
- -Resolve Customer Escalations
- -Mandated to comply with PA Public Utilities Commission Laws and Regulations
- -Collect payments via Western Union Payment Processing Tool
- -Enter Trouble Tickets for Power Outages
- -Achieved and outperformed all departmental goals, including average hold time, calls per day and average call waiting
Patient Financial Specialist
Mount Carmel Hospital
05.2011 - 08.2011
- -Working knowledge of medical terminology
- -Demonstrated the ability to effectively and assertively communicate and negotiate financial obligations to patients for their accounts
- -Working knowledge of third-party payor benefits and requirements, and regulations impacting registration procedures
- -Knowledge and understanding of Medicare and Medicaid account interactions
- -Working knowledge of CPT and ICD9 coding and payor reimbursement methodologies
- -Use of good judgment when dealing with patients, physicians and clinical staff
Team Leader Regional CCC Business Office
AT&T
02.2009 - 09.2010
- -Oversee customer request for products, services or changes for five direct reports
- -Train service representatives on implementation of record orders and long-distance changes in Ason
- -Created business alliances with other lines of business in order to resolve customer escalations
- -Manage Columbus pooled mailbox work daily
- -Gave Kudos to peers for outstanding performances
- -Act as Manager in Charge for customer escalations
Customer Service Agent CCC Business Office
AT&T
08.2003 - 02.2009
- -Consistently met or exceeded sales objective and adherence goals
- -Peer coached
- -Prevented customer escalations from going to the next level
- -Resolved customer escalations as Team Leader In-Charged
- -Mandated to comply with several states public utilities laws and regulations
- -Rewarded for demonstrating Ohio PUC disclosures verbatim
- -Worked with customers to ensure that contractual service expectations were meet
- -Opened new accounts by evaluating Equifax credit reporting systems
- -Troubleshoot problems for customer equipment issues such as cable, internet, cell phone and landline telephone equipment
- -Adhered to latest training for support standards and procedures
Education
Associates - Business Administration
Duff’s Business Institute
Pittsburgh, PA01.1997
Certification - Travel & Tourism
Duff’s Business Institute
Pittsburgh, PA01.1997
Skills
- Customer relations
- Data entry
- Excellent written and oral communication
- Problem resolution
- Microsoft teams
- Microsoft Office
- Sorting data
Training
- AT&T Choosing to Lead Workshop
- AT&T High Sales Performance Training
Certification
- First Aid Certification
Timeline
Emergency Shift Customer Service Specialist
Duquesne Light Company
02.2015 - Current
Customer Service Representative
Duquesne Light Company
04.2012 - 02.2015
Patient Financial Specialist
Mount Carmel Hospital
05.2011 - 08.2011
Team Leader Regional CCC Business Office
AT&T
02.2009 - 09.2010
Customer Service Agent CCC Business Office
AT&T
08.2003 - 02.2009
Certification - Travel & Tourism
Duff’s Business Institute
Associates - Business Administration
Duff’s Business Institute
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