Microsoft Office Suite
Terri Fore
Customer Service
Foley,AL
Summary
Experienced and dedicated leader bringing over 25 years of quality performance in customer service. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Passionate about delivering superior customer service to internal and external customers.
Overview
26
26
years of professional experience
1
1
Certification
Work History
PSE Sales and Service Distribution Associate
USPS
03.2024 - 10.2024
- Ensured optimal customer service by addressing inquiries, resolving issues, and providing guidance on USPS products and services.
- Streamlined postal operations by maintaining an organized work environment and adhering to USPS policies and procedures.
- Maintained high levels of safety within the workplace by following proper lifting techniques for heavy packages and adhering to all safety protocols during mail handling processes.
- Achieved timely completion of assigned tasks through diligent attention to detail while working independently or as part of a team.
- Assisted customers with mailing needs, providing expert advice on postage rates, packaging materials, and shipping regulations.
- Maintained strong relationships with customers through respectful communication, professional appearance, and reliable mail delivery services.
- Sorted and placed mail into post office boxes with high levels of accuracy.
- Streamlined package processing workflow with consistent and accurate barcode scanning techniques.
Training Analyst II
Florida Power & Light Company (Retired)
2 2022 - 6 2023
- Prepared training material for customer service employees.
- Developed instructional materials and written practice tests for new hire employees and instructed training courses.
- Liaised between management and entry-level workers, facilitating smooth communication.
- Trained and mentored new employees hired to fulfill customer service.
Business Analyst II (Quality Assurance)
Florida Power & Light Company
02.2020 - 02.2022
- Monitored care center agent calls and provided feedback to agents and supervision.
- Facilitated training to new hire classes on quality assurance expectations and the call evaluation process.
- Assisted with process design of Verint call evaluation forms.
- Conducted analysis and prepared reports for operational and technical support to business operations.
- Trained new employees on all job related duties.
Sr. Customer Service Support Agent
Florida Power & Light Company
01.2018 - 02.2020
- Completed monthly collections reporting
- Processed fraud affidavits and conducted fraud investigations.
- Processed monthly invoices and maintained record retention.
- Managed final bill mail correspondence.
- Resolved issues with credit reporting agencies.
Customer Service Representative
Gulf Power
10.1998 - 01.2018
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns both in person and by phone.
- Updated account information to maintain customer records.
- Answered customer calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services, and company information.
Education
High School Diploma -
Pensacola Junior College Adult High School
Pensacola, FL 05.1988 - 1989.05
Skills
Decision-Making
Active Listening
Excellent Communication
Interpersonal Communication
Complaint resolution
Report preparation
ADDIE
Software
Verint 152
Canva
Articulate Rise 360
SAP
QuestionMark
DebtNext Software
LexisNexis
Certification
[ATD Instructional Design] - [December 2021]
Timeline
PSE Sales and Service Distribution Associate
USPS
03.2024 - 10.2024
Business Analyst II (Quality Assurance)
Florida Power & Light Company
02.2020 - 02.2022
Sr. Customer Service Support Agent
Florida Power & Light Company
01.2018 - 02.2020
Customer Service Representative
Gulf Power
10.1998 - 01.2018
High School Diploma -
Pensacola Junior College Adult High School
05.1988 - 1989.05
Training Analyst II
Florida Power & Light Company (Retired)
2 2022 - 6 2023