Summary
Overview
Work History
Education
Skills
Timeline
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EDMUND MBEWE

Edmonton,AB

Summary

Dynamic Customer Care and Billing Professional with proven expertise in resolving complex billing issues, enhancing customer satisfaction, and process efficiency. Proficient in Salesforce Lightning and data analysis, I leverage strong communication skills to deliver exceptional service and streamline operations, ensuring accuracy and efficiency in account management and service requests.

Overview

8
8
years of professional experience

Work History

Customer Care Representative

Back Office & Billing - ATCO Gas
Edmonton, Alberta
07.2024 - Current
  • Identifying, investigating, and resolving system, equipment, and service account issues that affect billing.
  • Applying appropriate one-time charges to service accounts, as per rates approved by the Alberta Utilities Commission.
  • Updating service point attributes, such as site status, measurement equipment information, and meter readings, as required.
  • Reviewing charges and usage for service points, and ensuring the accuracy of account statements and tariff bill files prior to sending them to retailers for delivery to customers.
  • Advising customers on requirements for service request completion, such as permit requirements, and access arrangements.
  • Reviewing and approving orders received from utility retailers for service point updates.
  • Booking service calls to dispatch service technicians to sites as part of service point investigations.
  • Preparing statistical reports on work volumes, and assigning tasks among the billing team.

Customer Care Representative

Call Centre - ATCO Gas
Edmonton, AB
02.2023 - 07.2024
  • Answered high volumes of inbound calls, e-mails, SMS and website live chat from customers and provided assistance with service-related inquiries, billing, and general inquiries.
  • Scheduled service calls for emergency and non-emergency requests.
  • Advised customers on natural gas safety precautions.
  • Maintained accurate records of customer interactions for future reference.
  • Assisted customers with submitting transmission and distribution crossing requests.
  • Resolved customer complaints in a timely manner to ensure customer satisfaction, and escalated when required.
  • Performed follow-up calls and callbacks as required to ensure the satisfactory resolution of customer inquiries.
  • Assisted customers in navigating the company's website to locate the desired information for service requests.
  • Utilized the internal knowledge base to answer inquiries from customers quickly and effectively.

Work Desk Representative

Call Centre - ATCO Electric
Vegreville, Alberta
10.2023 - 01.2024
  • Answered high volumes of inbound calls,from customers and provided assistance with service-related inquiries, billing, and general inquiries.
  • Scheduled service calls for emergency and non-emergency requests.
  • Advised customers on electricity safety precautions.
  • Maintained accurate records of customer interactions for future reference.
  • Resolved customer complaints in a timely manner to ensure customer satisfaction, and escalated when required.
  • Performed follow-up calls and callbacks as required to ensure the satisfactory resolution of customer inquiries.
  • Assisted customers in navigating the company's website to locate the desired information for service requests.
  • Utilized the internal knowledge base to answer inquiries from customers quickly and effectively.

E-Commerce Administrator

Al Haramain Perfumes Group
Dubai, UAE
02.2017 - 05.2020
  • Provided input into the front end and user experience development for Al Haramain Perfumes' global online store.
  • Tested system integration with third-party applications, such as DHL's rate calculator and Oracle's inventory management system, to ensure accuracy in shipping cost calculations and product availability.
  • Maintained the dual pricing schedules for the local and global stores, and assigned products to the appropriate price schedules based on the company's domestic sales and export policies.
  • Prepared internal purchase orders to transfer inventory from the distribution warehouse to the online store, and processed receipts of goods to ensure product availability online.
  • Ensured regulatory compliance for shipping locally and globally, and maintained an audit trail for all online store activities.

Education

Master of Arts - Marketing Management

Eastern Mediterranean University
Famagusta, Cyprus
06-2016

BBA - Marketing

Africa University
Mutare, Zimbabwe
06-2009

Skills

  • Talkdesk Agent
  • Salesforce Lightning
  • ATCO CIS & Work Management
  • Maps (Hexagon, ArcFM)
  • MS Office Suite
  • MS Teams
  • Numerical aptitude
  • Excellent oral & written communication
  • Data analysis & report writing

Timeline

Customer Care Representative

Back Office & Billing - ATCO Gas
07.2024 - Current

Work Desk Representative

Call Centre - ATCO Electric
10.2023 - 01.2024

Customer Care Representative

Call Centre - ATCO Gas
02.2023 - 07.2024

E-Commerce Administrator

Al Haramain Perfumes Group
02.2017 - 05.2020

Master of Arts - Marketing Management

Eastern Mediterranean University

BBA - Marketing

Africa University

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EDMUND MBEWE