Nicor Gas

•	Compile and analyze reconciliation reports
•	Coaching
•	Onboarding new employees
•	Liaison with third party vendors
•	Deescalate customer complaints
•	Ensure adherence to service level 
•	Assign work on as needed basis
•	Coordinate with multiple EEP departments to drive increased results of marketing campaigns and events

Outreach Coordinator - Supervisor Support (Energy Efficiency)

Sr Energy Efficiency Program Marketing and Outreach Representative

•Close on average a department best 12 complaints a week by communicating directly with the Illinois Commerce Commission (ICC), Citizen's Utility Board (CUB), Better Business Bureau (BBB), Attorney General (AG), and Governmental Relations (GR)
•Working knowledge of ICC codes 280 and 500
•Perform root cause analysis on each complaint and present written recommendations to Executive board to prevent future complaints
•Coordinated internal communication between departments to resolve the complaint as quickly as possible for the customer
•Run reports to determine the top complaints in the department and provide my findings to my teammates
•Facilitate weekly team meetings to make sure the department is up to-date with current events.
•Proven ability to learn quickly and adapt to change allowed me to think outside the box to find unique solutions
•Use analytical and organizational skills along with independent decision making skills to best resolve customer issues
•Enter complaints into the Root Cause Tracker on the SharePoint system
•Facilitate weekly root cause calibration meetings
•Created database to identify reoccurring trends in complaints

Customer Relations Coordinator

•Promoted within the company due to my dedication to one call/complaint resolution
•Selected to work in the New Applicant Contact Center to assist new applicants starting service and protect the financial assets of the company. I was able to accomplish this by using Lexis Nexis and EID verifier to preform credit and background checks
•Selected for three separate pilot programs to provide feedback to my supervisors and to resolve complaints and issues with our new website, landlord programs, and the rollout of our new quality assurance program
•Answered 60-80 customer inquiries a day about gas bills, meter reads, setting appointments, new service installations, gas emergencies, and payments through the phone and email while adhering to ICC guidelines

Customer Care Specialist

Stratosphere Quality

•Selected as a team lead to coordinate work efforts at off-site locations. This position entailed inspecting parts for an automotive manufacturer and its suppliers
•I coordinated communication between my workers and the clients to make sure the parts were inspected correctly and ready when requested by the client
•I was able to make changes to the inspection process and as a result we were able to triple the output

Quality Control

Career Education Corporation

•Selected to work in the Specialty division on the International Admissions team
•Enrolled a team best 5 students a month while adhering to the accreditation standards of the Higher Learning Commission
•Placed 150-200 outbound calls per day. Also communicated with international students on live chat over the internet
•Entered all information into the Campus View system

Admissions Advisor

Blue Cross and Blue Shield of Illinois, Montana, New Mexico, Oklahoma & Texas

•Answered 50 – 60 inbound calls for PPO customers while adhering to HIPPA laws
•Answered policy questions, adjusted claims on an as needed basis, ordered new ID cards, and acted as a liaison between health care providers and the customer
•Worked for Illinois Blue Cross and Blue Shield but assisted teammates from Montana, New Mexico, Oklahoma and Texas by answering their written inquiries during downtime

Customer Advocate

Marketing FX

•Generated revenue by acquiring new residential customers con campaign for AT&T
•Consistently met goals of 4 applications for $125 per day.  I was able to achieve this by visiting 40-60 residences per day
•Interviewed potential employees
•Trained new employees hands-on by taking them along on sales visits
•Facilitated daily campaign meetings which placed an emphasis on training to ensure all employees were up to date on current promotion and procedures

Sales

Easton-Bell Sports

•One of four customer service representatives who answered world-wide customer inquiries through phone and email with helmet fittings, replacement of helmets, and returns
•Data entry
•Made sure that customer orders where batched by the system and shipped correctly

Customer Service

Experienced Outreach Coordinator with a demonstrated history of working within the Gas industry. Skilled in 
Customer Service, Data Entry and Problem Solving Skills,and escalations. Programs such as Salesforce, Smartsheet, and MS Office. Experienced Energy Efficiency at Nicor Gas for several years and have been there for over 10 years. Also have worked in multiple call centers over the last several years.

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