Teresa Y. Sanchez
East Moline,IL
Summary
With 26 years of experience, a hardworking and focused Administrative professional excelling in communication, planning, and prioritization. Demonstrated skills in drafting reports and business correspondence, managing mail, and updating tracking spreadsheets. Exceptional leadership abilities that streamline workflow and optimize team strengths.
Overview
26
26
years of professional experience
Work History
Customer Service Representative
MID AMERICAN ENERGY
01.2021 - Current
- Attention to Detail: Proven ability to meticulously examine documents for accuracy and completeness, ensuring compliance with established standards and protocols.
- Proficient in Microsoft Office: Extensive experience utilizing Microsoft Office Suite (Word, Excel, PowerPoint) for document creation, data analysis, and presentation development.
- Email Management: Expert at electronically organizing and filing incoming emails, particularly those containing sensitive information. Demonstrated commitment to ensuring strict adherence to confidentiality protocols and data protection standards.
Customer Office Representative
MID AMERICAN ENERGY
01.2015 - 01.2021
- Conduct personal interviews and answer questions concerning service orders, high bills and past due accounts.
- Schedule gas meter inspections to be compliant with federal safety standards; investigate trouble codes and message reports to ensure proper billing and ensure equipment is working correctly.
- Complete online web requests from customers who are seeking to stop, start or transfer services
Knowledge of Inova system, used to handle cash flow, checks, and money orders - Review and handle revenue protection cases
Spanish Interpreter
MID AMERICAN ENERGY CALL CENTER
01.2002 - 01.2015
- Work directly with customers over the phone to service their requests for gas and electric services as well as billing and payment questions; promote Mid American Energy service programs and other company offerings
- Conduct credit checks on prospective and existing customers
- Proactively, accurately, and efficiently resolve customer delinquencies by taking inbound calls and resourcing alternative solutions when appropriate to retain their confidence and business
- Accurately follow and adhere to company policies and procedures with exceptional proven organizational skills and attention to detail on a consistent basis
- Ability to adjust to high volume work periods and use lower volume periods effectively
Customer Service Representative
MID AMERICAN ENERGY
01.1999 - 01.2002
- Make financial decisions to protect and collect revenues; adjust customer accounts per company policy; utilize strong analytical skills to distinguish patterns in customer payment practice to draw accurate conclusions and therefore make suggestions for appropriate action; maintain a high level of customer satisfaction due to my ability to be fair, friendly, and accurate
- Establish and maintain effective internal and external work relationships throughout Mid American Energy and the various department levels
Education
Diploma -
UNITED TOWNSHIP HIGH SCHOOL
East Moline, ILAssociates of Arts -
Black Hawk College
Moline, ILBachelors of General Arts -
Western Illinois University
Moline, IL12-2027
Skills
- Customer Complaint Management
- Organizational Scheduling
- Account updating
- Order processing
- Call management
- Customer relations
- Customer service
- Punctuality and reliability
- Problem resolution
- Team development
- Decision-making
- Call center procedures
- Email management
Of Note - Professional Development
- Knowledge of customer service system
- Personal computer experience
- High degree of accuracy and attention to detail
- Proven written and oral communication skills (English and Spanish)
- Ability to prioritize and handle multiple tasks and projects concurrently
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Service Representative
MID AMERICAN ENERGY
01.2021 - Current
Customer Office Representative
MID AMERICAN ENERGY
01.2015 - 01.2021
Spanish Interpreter
MID AMERICAN ENERGY CALL CENTER
01.2002 - 01.2015
Customer Service Representative
MID AMERICAN ENERGY
01.1999 - 01.2002
Diploma -
UNITED TOWNSHIP HIGH SCHOOL
Associates of Arts -
Black Hawk College
Bachelors of General Arts -
Western Illinois University
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