SHAWANDA STEINER

• Responded efficiently to operational issues, maintaining service delivery and enhancing client and customer satisfaction.
• Managed order inquiry calls, initiated service orders, and provided timely updates on service order statuses.
• Process billing calls by investigating meter read and other inquiries relating to billing accuracy or payment.
• Arrange account transactions such as meter changes, cancel readings, rate plan changes for accounts that need billing and adjustments.
• Handle new and existing customers' move-ins and transfers.
• Executed refund processes to rectify billing discrepancies for customers., compensation requests & changes to accounts.
• Route escalated customer issues to higher level employees for resolution.
• Assist in serving as a team leader by providing process and system direction and ensuring the processes are successfully applied
• Perform administrative duties, including report generation, account research and escalation.

• Resolved operational challenges, maintaining consistent service levels and enhancing customer satisfaction.
• Addressed practical problems to enhance customer satisfaction and service quality. and dealt with a variety of situations such as managing customer relationship matters and issues.
• Manage order inquiry calls, initiate service orders and provide service order status updates.
• Process billing calls by investigating meter reads and other inquiries relating to billing accuracy or payment.
• Arrange account transactions such as meter changes, cancel readings, rate plan changes for accounts that need billing and adjustments.
• Handle new and existing customers' move-ins and transfers.
• Route escalated customer issues to higher level employees for resolution.
• Assist in serving as a team leader by providing process and system direction and ensuring that the processes are successfully applied
• Perform administrative duties, including report generation, account research and escalation.

• Monitor communication procedures, guidelines and policies for the client, Georgia Natural Gas.
• Enrolled new customers while providing tailored product and service recommendations.
• Followed up on customer interactions to ensure resolution, maintained accurate records, and organized customer accounts and documents.
• Processed financial transactions, including account adjustments, balance write-offs, refunds, and payment/account reconciliation.
• Ensured proper allocation of payments to maintain account accuracy. and manages suspense accounts
• Supported team leader and operations manager with relevant insights and updates.
• Managed inbound and outbound calls to address customer inquiries promptly.

Graduate at Strayer University June 2017