Robert Bedard
Minneapolis,MN
Summary
I'm a qualified professional with over 14 year's experience in Customer Service Role at Xcel Energy Inc. Also certified as a Peer Recover Specialist and PCA experience.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Residential Specialist Customer Contact Center
XCEL ENERGY
05.2012 - 03.2023
- Guides agents and representatives through various documented processes including CCQR
- Resolved escalated calls and issues related to high bills, customer usage
- Supports call center during high volume when staffing levels were not met
- Key resource for all irate customer interaction.
Customer Contact Center Back Up Trainer
XCEL ENERGY
04.2015 - 08.2015
- Showed how to navigate and utilize CCQR
- Taught matrixes for all job orders for new agents for CRS
- Review and administer tests on subject matter (billing, rates, vegetation and credit etc.)
- Set and met deadlines on subject matter and tests to be all done weekly within 8-12 week training time.
Customer Contact Center Enhanced Team Lead
XCEL ENERGY
09.2013 - 05.2014
- Coached new agents and representatives with customer experience through side by side listening and review
- Completed and resolved all supervisor call backs daily at Centre Pointe
- Interviewed new hire candidates for employment
- Conducted learning labs for agents for high bills.
- Initiated and executed new policies and procedures in contact center
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
Representative Customer Contact Center
XCEL ENERGY
02.2009 - 05.2012
- Provide high quality, positive customer interaction through phone, web and email
- Negotiated payment arrangements
- Mentor-Career Advocate
- Promoted various marketing programs such as Connectsmart
- Participation in on-call rotation during emergency/outage.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
- Responded to customer calls and emails to answer questions about products and services
- Placed outbound customer service or customer satisfaction calls to follow up on issues
- Processed debit and credit card and electronic check payments
- Attended telephone skills and program information training sessions to boost aptitude
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions
- Educated customers on company systems, form completion, and access to services
- Compiled status and performance reports for team leaders to address company strengths and weaknesses
- Leveraged sales expertise to promote products and capitalize on upsell opportunities
- Approved and terminated customer contracts upon request
- Performed various clerical duties by filing and faxing documents and creating customer databases
- Adhered to company policies and scripts to consistently achieve call-time and quality standards
Education
Associate of Science - Mechanical Drafting Technology
Northwestern Technical Institute
Eden Prairie, MN06.1995
Skills
- Complaint Handling
- Activities Management
- Written and Verbal Communication
- Classroom Oversight
- Performance Monitoring
Qualifications
Exceptional attendance record. Takes on new challenges and projects. Receptive to feedback and criticism. Have completed residential safety observations for site., Effective experience in de-escalation of irate customers and complicated issues. Always negotiating best outcome for all parties involved. High completion of containment and resolution., Well versed in explanation of most processes in CCQR. Such as customer usage, invoices, and equipment. Quickly learns and maximizes the use of available technologies. Skilled in use of CRS, Avaya, TLI, CCQR, Microsoft outlook, Excel, PowerPoint and Microsoft Word, Track escalated calls to be used to identify trends and issues for agents to develop action plan to help reduce call volume. Working on Skype help chat project for Specialist and the call center., Offers exceptional communication skills- written, verbal and listening. Enjoys all type of interpersonal interaction- with management, customers and my peers by forging relationships, fostering loyalty and creating team concept.
Certification
- NCPS - National Certified Peer Specialist
Timeline
Customer Contact Center Back Up Trainer
XCEL ENERGY
04.2015 - 08.2015
Customer Contact Center Enhanced Team Lead
XCEL ENERGY
09.2013 - 05.2014
Residential Specialist Customer Contact Center
XCEL ENERGY
05.2012 - 03.2023
Representative Customer Contact Center
XCEL ENERGY
02.2009 - 05.2012
Associate of Science - Mechanical Drafting Technology
Northwestern Technical Institute