GIS Mapping
Shelden Wisher
Fayetteville,NC
Summary
Experienced in defining and analyzing customer requests to effectively resolve issues, this diplomatic customer service professional demonstrates a strong attention to detail and accuracy in documenting customer concerns. Maintaining deep knowledge of products and promotions, exceptional service is consistently provided. Recognized for confident communication skills, excellent customer feedback is consistently received. Possessing extensive knowledge of service delivery and proven multitasking abilities, this dedicated Customer Service professional is committed to building and maintaining professional relationships to increase profitability and drive business results.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Public Works Commission of The City of Fayetteville
06.2012 - 08.2024
- Work for an inbound call center with an emphasis on customer utility services for a wide range of customers
- Efficiently handled the commencement, termination, and relocation tasks.
- Resolved high bill complaints and provided detailed explanations of bills to customers, while also managing work orders and field activity requests.
- Managed incoming requests from potential commercial customers through emails and faxes
- Provided assistance with diverse billing inquiries and successfully initiated multiple accounts for apartment complexes and storefronts.
- Handled account management tasks for our Equal Payment Option customers
- Managed the non-sufficient funds report using BIP Publisher application
- Expert experience in Microsoft Excel, Word, Outlook, & PowerPoint
- Experience in GIS Mapping applications, C2M, NICE CX One, WAM, & MDMRNI
- Assisted customers in resolving issues related to internet connectivity and online portals
- Organized and segregated 1500 accounts into individual profiles according to cycle dates for the City of Fayetteville and City of Fayetteville Airport
- Managed Rate Code changes and Sales Tax request process
- Contributed to the design of both non-residential and residential utility invoices.
- Telephone Service - Professionally processed 80+ calls per day
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
Certificate of Technical Studies - Business Administration
Polytech Adult Education
Dover, DE01.1998
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Customer Relations
- Call center experience
- Computer Proficiency
- Conflict Resolution
Certification
- Excel 1, Public Works Commission, 09/01/22
- CPR certified, 10/01/22
Accomplishments
Trained Customer Service Reps via PowerPoint on Commercial Policies & Protocols & Equal Payment Options (Budget Billing)
Tested C2M for training purposes (landlord agreement & budget billing)
References
- Pearl Jaipersad, 2840 Mirella Ct Apt 5111, Windermere, FL, 34786, (910) 797-4835, Professional/Personal
- Elizabeth Vasser, 1924 Cherokee Dr, Fayetteville, NC, 28303, (910) 223-4730, Professional/Personal
- Tammy Sinclair, 4880 Cellner Dr Apt C, Fayetteville, NC, 28314, (910) 797-1405
- Bethany White, 9704 Turnbull Rd, Fayetteville, NC, 28312, (910) 635-6967
- Debra Skarzenski, 3314 Wishing Ln, Fayetteville, NC, 28312, (910) 988-8910
Additional Information
Software Applications
- GIS Mapping
- C2M
- NICE CX One
- WAM
- MDMRNI
Work Preference
Work Type
Full TimeWork Location
RemoteImportant To Me
Career advancementPaid sick leaveHealthcare benefitsWork from home optionCompany CultureWork-life balancePaid time off401k matchTeam Building / Company RetreatsPersonal development programsSoftware
CX ONE NICE
C2M
Oracle MWM
Oracle MDMRNI
Oracle WACS
Cares
BIP Publising Application
Timeline
Customer Service Representative
Public Works Commission of The City of Fayetteville
06.2012 - 08.2024
Certificate of Technical Studies - Business Administration
Polytech Adult Education
- Excel 1, Public Works Commission, 09/01/22
- CPR certified, 10/01/22
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