Yvette Bingochea
Summary
Account Management Specialist with relevant background in overseeing strategic customer relationships. Demonstrated ability to manage multiple accounts, balance client needs and company goals. Skilled in leveraging SAP,C4,SAS databases, delivering customized solutions, and ensuring customer satisfaction. Known for fostering long-term client relationships and contributing positively to organizational success. Extensive experience in Customer Service, Collections, Operational Leadership, and Administrative support. Provides support for special projects and monitors and tracks progress by deadlines. Effectively contributes towards organizational achievement. Professionally deals with increased challenges and responsibilities, and performs extremely well under pressure. Expertise in assisting customers with complex issues while maintaining courtesy, sensitivity, and professionalism.
Overview
12
12
years of professional experience
Work History
Account Management Specialist
Southern California Edison
08.2017 - Current
- Supported the Customer Engagement Division account managers by promptly responding to commercial, industrial, and federal customer inquiries.
- Ensured accurate customer account and contact details in C4C, SAP, and ISU databases.
- Communicate with customers regularly, both verbally and in writing, in a professional manner."
- Handled billing, credit, rate and metering queries efficiently using C4C and SAP systems.
- Collaborated with key advisors to address complex billing challenges and added facility accounts.
- Worked with various departments to ensure timely responses to customer inquiries, enhancing overall engagement and customer satisfaction.
- Compiled data from multiple sources to support account managers in planning and forecasting targets.
- Assisted customers with outage calls, scheduling inquiries, and generating outage history reports.
- Prepared customer data using Excel reports from Business Objects and the Rate Comparison tool on SCE.com to promote cost-saving rates, distributed energy resources, and demand-side management opportunities.
- Conducted comprehensive analyses of customer data using Excel reports from Business Objects to promote cost-saving rates, distributed energy resources, and demand-side management opportunities.
- Act as a Subject Matter Expert (SME) for specific programs (Billing, Interval Data, SAS, and other functional areas).
- Assisted in developing job aids and creating PowerPoint presentations for customer meetings.
- Analyzed data in Microsoft Excel, and used tools like Microsoft Word, Access, and PowerPoint to generate and edit reports, graphs, and presentations.
- Assisted in developing others by providing training, and answering various program and policy questions.
- Attended business meetings with customers in person and via Microsoft Teams to promote self-service tools and paperless billing.
- Recognized security risks to properly handle situations.
- Managed multiple accounts simultaneously, ensuring all deadlines were met.
- Managed customer contacts and preferences to ensure they were up to date.
- Created activities and tickets for customer interactions and requests.
- Effectively accessed and managed private customer data, proprietary information, confidential information, and other highly sensitive information by encrypting and sharing data through the SharePoint database.
- Utilize Design Manager to handle metering requests and inquiries.
- Assist customers with account reallocations to improve and manage their accounts effectively.
- Guide customers in managing their SCE.com tools and products.
Data Subject Matter Expert
Southern California Edison
12.2016 - 07.2017
- Analyze accounts in CWO to identify inaccurate or missing information
- Handles multiple assignments with no supervision
- Produce and track data updated for the process team
- Verification process of data entry
- Detect and correct or remove inaccurate information from the database
- Identify duplicate accounts and issue duplicate customer request
- Create spreadsheets to monitor progress of corrections using Excel
- Correct improperly formatted data in CWO
- Contact resources (RSO, CARE, and OLS) for validation of accounts
- Report invalid data values
Energy Advisor 1
Southern California Edison
03.2015 - 07.2017
- Experienced with CWO, CRM, CSS, OPOWER, EMAPS, SAP, Demand Response Systems
- Assist customers with becoming more energy efficient, by providing the tools at SCE.com
- Manage billing inquiries and make recommendations to reduce high energy usage
- Analyzes interval usage, identify usage patterns, and offer energy solutions and products as well as perform rate analysis and recommendations for future savings
- Provides analysis if the Energy Saving Assistance Program assessment results and eligibility
- Troubleshoot warranty issues for customers that are enrolled in the Energy Savings Assistance programs
- Offer Income qualified programs to assist with rates, and Summer Discount Plan for summer savings
- Guide customers with processing rebates at SCE.com
- Explain the Energy Management Solutions for business customer, and On-bill financing
- Develop effective relationships within multiple departments through collaboration
- Update the Home Energy Report profiles located at the O-power website for accuracy
- Discuss the Multifamily Energy Efficiency rebate (MFEER) program application package process
- Utilize the Energy Efficiency call tracker to help monitor and identify call types to inform the California Public Utilities Commission (CPUC) daily activity
Customer Relationship Repair Business Analyst Assignment
Southern California Edison
10.2015 - 10.2016
- Produce and manage reports for the After Call Survey Relationship Repair for GC Services and CCC
- Research accounts and resolve customer issues to improve customer satisfaction goals
- Monitor customer calls and provide feedback and recommendations to Supervisors and Leadership team for areas of improvement
- Listened to Qfiniti and Verint recordings/verbatims and contacted customers to repair the relationship
- Conducted presentations with depth analysis for the Quality Analyst team at monthly meetings
- Provided written feedback for Supervisors on employee's performances
- Provided performance trends and referred to supervisor for coaching or customer contact
- Provided recommendations to the senior management for process improvement
- Monitors customer communication, interaction, polices and guidelines established for Energy Advisors
- Data entry, Trend Identification, and Inbox management on a daily basis
- Contact customers to repair relationships and answer any concerns
- Develop effective relationships within multiple departments through collaboration
- Interpret and apply department and company policies, procedures and tariffs related to Customer Contact Center, Commercial & Industrial, Agricultural, Edison Smart Connect, Residential customers and other programs
- Experience in collaborating and interfacing effectively with other departments to satisfy the customers issue/s (Dispatch, NEM, OLS, Tier II, Staffing, RCT, C&I, CAPS, SOC, eChannel, EE)
Customer Service Representative 2
Southern California Edison
06.2013 - 03.2015
- Handle large volume of calls daily while exceeded statistic metrics
- Demonstrated ability to provide excellent customer service during disaster and outage situations
- Research, analyze and reconcile customer inquiries
- Resolves customer billing issues and offer energy saving tips
- Recommended specific rates and programs that would be beneficial to the customers
- Process Care/Fera & Summer Discount applications for customers
- Offer the Home Energy Assistance program to assist customers financially
- Trouble shoot internet inquires with Sce.com
- Handled all customer inquiries while adhering to SCE policies, procedures and Tariffs
- Assist with Level Pay Plan accounts and settlements
- Complete new business service request for new construction
- Analyzed information related to residential customer service
- Prioritize trouble orders by urgency and notify district if applicable
- Discuss and educate customers with billing inquiries and offer solutions
- Process Quick check payments for customers
- Review payment options and enroll in direct payment
- Assist customers with discussing their bills and setting up payment arrangements
- Assist with 911 calls and dispatch immediately to the appropriate district
- Monitor and maintain training deadlines
Education
Bachelor of Science - Business Administration
University of Phoenix
Phoenix, AZSkills
- Microsoft Office Suite (Word, Excel, PowerPoint, Access, Publisher)
- Cloud for Customer (C4C)
- SAP-ISU
- Business Objects
- SAS
- Power BI
- Design Manager
- Project management
- Energy efficiency analysis
- Billing management
- Customer relationship management
- Report generation
- Problem resolution
- Team collaboration
Accomplishments
- John Fielder Customer Service Award, 2017
- Bachelor of Science in Business Administration
- Efficient in Organization & Multitasking
- Email Management and Correspondence
- Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Access, Publisher)
Toastmasters
04/01/19, 03/31/20, Irwindale Speedway Club, 714988, Executive Member: Secretary
Timeline
Account Management Specialist
Southern California Edison
08.2017 - Current
Data Subject Matter Expert
Southern California Edison
12.2016 - 07.2017
Customer Relationship Repair Business Analyst Assignment
Southern California Edison
10.2015 - 10.2016
Energy Advisor 1
Southern California Edison
03.2015 - 07.2017
Customer Service Representative 2
Southern California Edison
06.2013 - 03.2015
Bachelor of Science - Business Administration
University of Phoenix
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