Virgen M Espada Ortiz
Fairburn,Ga
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adapt at working effectively unsupervised and quickly mastering new skills.
Overview
4
4
years of professional experience
Work History
Analyst I Consumer Relations
SouthStar Energy
Atlanta , GA
09.2024 - Current
- Maintained positive working relationship with fellow staff and management.
- Research customer requests, identify solutions, and respond to customers within the outlined regulatory requirements, and service level agreements.
- Resolve escalated complaints (e.g., via call center, media, BBB, Governmental Affairs, Consumers Utility Council, Attorney General’s Office, LDCs, and complaints escalated to senior officers).
- Identify and communicate trends related to a potential larger issue that may affect other customers.
- Provide customer service for contract commercial accounts via multiple channels (examples: inbound calls, faxes, and email).
- Prioritize and manage the assigned workload based on the urgency of customer and business impact.
Customer Support Coordinator
Southern Company Gas
Atlanta, GA
01.2023 - 09.2024
- Monitors in-day customer appointments and the associated field technician status to identify orders that were suspended due to emergency situations.
- Proactively contact customers impacted by suspended orders to provide insight to reasons for delayed arrival of a technician and Estimated Time of Arrivals (ETAs), as well as offer support toward any appointment change requests.
- Document all customer communication in associated order and account database systems: Reviewer, GCMA, CC&B
- Understand the basics fundamentals of Click Schedule Web and Dispatch processes.
- Assist field service personnel (e.g., check account histories, meter status, premise conditions, appliance type and quantity, Meter Order Field Reading (MOFR), Shut Off for Non-Payment (SONP) orders, pending, why-noted orders).
- Assist Scheduling team and Field Operations personnel with scheduling specific order requests.
Dispatcher
Southern Company Gas
Atlanta, GA
05.2022 - 01.2023
- Utilized various software systems to facilitate movement, planning and scheduling.
- Monitored changes in orders schedule and communicated changes to customers.
- Worked closely with field supervisor to dispatch and assign loads.
- Reviewed routes, daily traffic and weather conditions to adjust plans, meeting daily requirements and service needs.
- Managed daily work load and work schedules to maximize coverage.
- Tracked changes in computer system to keep records current and accurate.
- Responded immediately to emergency orders by assigning orders to the most appropriate technician.
- Answered customer service calls with information about availability and status updates.
- Alerted personnel of road and weather hazards to minimize accidents and delays.
Customer Service Representative II
Southern Company
Atlanta, GA
06.2020 - 05.2022
- Provide bilingual support for up to 100 billing, correspondence, and emergency responses for gas services via phone, e-mail, or written correspondence daily.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Developed strong customer relationships to encourage repeat business.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Diffuse complex customer situations and resolve technical issues to ensure customer satisfaction
- Process emergency orders to quickly resolve gas leaks by working with local priority first responders to protect the health and safety of 2MM customers and communities across Georgia, Virginia, and Tennessee.
- Answered inbound calls, chats and emails to facilitate customer service.
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
Education
Associate of Science - Business Administration
Kaplan University
Skills
- Customer Service, Client Relations, Problem Solving, Conflict Resolution, Documentation, User Training,
- Technical Support & Troubleshooting, Service Ticketing Systems
- Sales: Lead Generation, Persuasive Negotiation, Client Relationship Management, Account Management, Marketing,
- Microsoft Office, Windows, Android, Google Suite, Microsoft Office
- Conflict resolution
- Multitasking
- Good work ethic
- Friendly, positive attitude
Languages
Timeline
Analyst I Consumer Relations
SouthStar Energy
09.2024 - Current
Customer Support Coordinator
Southern Company Gas
01.2023 - 09.2024
Dispatcher
Southern Company Gas
05.2022 - 01.2023
Customer Service Representative II
Southern Company
06.2020 - 05.2022
Associate of Science - Business Administration
Kaplan University
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