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. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
9
9
years of professional experience
Work History
Customer Support Coordinator
Southern Company Gas
01.2023 - Current
- 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
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
01.2020 - 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.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Negotiated payment arrangements with customers to establish timely receipt of payments.
Customer Service Supervisor
InComm
01.2017 - 01.2020
- Performed routine monitoring of employee interaction with clients to assess demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.
- Assisted in developing, creating and implementing call center quality processes and procedures, as well as making recommendations for enhancements to training materials.
- Led customer service training and development, call management, and facilitation of the customer experience lifecycle training for 15+ new hires annually.
- Supported new hires during the transition from training to production.
- Managed general staff administration duties such as developing work schedules, performance monitoring, payroll processing, including yearly reviews and evaluations for 10+ employees annually.
Assistant Store Manager
Spring Mobile
01.2015 - 01.2017
- Answered customer questions and addressed problems and complaints via phone, email and chat.
- Handled complaints from customers by empathetically listening, recording details and offering solutions.
- Completed frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism.
- Screened applications, conducted interviews and processed paperwork to hire qualified candidates to build a sales team.
- Streamlined daily operations by creating training material on successfully seeking out, creating and converting sales opportunities through having personalized face to face interactions with potential clients.
- Managed shipments and tracked distribution by procuring and maintaining accurate records of $200K in office inventory.
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
Languages
Spanish
Native or Bilingual
Timeline
Customer Support Coordinator
Southern Company Gas
01.2023 - Current
Dispatcher
Southern Company Gas
05.2022 - 01.2023
Customer Service Representative II
Southern Company
01.2020 - 05.2022
Customer Service Supervisor
InComm
01.2017 - 01.2020
Assistant Store Manager
Spring Mobile
01.2015 - 01.2017
Associate of Science - Business Administration
Kaplan University