NERRINE DIXON

• Enhanced company reputation by providing exceptional customer service and support in contact centre environment
• Calls answered as first point of contact, maintained positive customer relations and coordinated with team members to properly handle questions and/or complaints in a professional manner
• Optimized customer experience by delivering superior services and effectively troubleshooting issues including navigation of web based applications for service
• Evaluate and analyze each service request application to determine adequacy of information and appropriate workflow, including review of financial information
• Issued field work to internal departments & booked appointments to complete work onsite using multiple Outlook Calendars, CRM-SilverBlaze & CIS- CC&B, MS Office
• Provide updates to stakeholders (phone/written correspondence) as to deficiencies-documents, completion of pre-work on site and status of final connection for new subdivision, infills, temporary meters, large & small commercial, flat rate & streetlight projects
• Optimized workflow processes, allowing for more efficient use of resources and reduced turnaround times on projects
• Other Back Office work as assigned
• Verified Electrical Safety Authority's (ESA) permits for accuracy before final connection
• Review of technical drawings (layouts) and working knowledge of electrical wiring and power distribution systems
• Maintained understanding of Privacy Legislation, OEB compliance

and companies safety polices and practices

* Calls answered inbound to resolve inquiries on energy consumption, time of use pricing, balance requests, high bills, security deposits, credit references, issuing refunds, and address change

• Meeting OEB quality & service standards, responding to email correspondence in writing or by phone while adhering to privacy protocol
• Handling difficult customers and satisfying complaints within guidelines
• Process residential & commercial applications with review of documentation -lawyers' letters, leases & articles of incorporation
• Administrative & billing functions performed on assigned accounts, including cancel-rebills & final bills
• Managed multiple customer accounts simultaneously, prioritizing tasks and managing time effectively.
• Assisted in the onboarding process for new customers, providing comprehensive support during account setup.
• Evaluated customers' potential needs to make appropriate recommendations.
• Provided exceptional support during high call volume periods, ensuring continued quality service under pressure.
• Managed multiple customer accounts simultaneously, prioritizing tasks

• Review accounts(residential/commercial) 60+ days for Ivoice auto calls, disconnection letters, scheduling meter disconnect with metering group
• Inbound/Outbound calls to accounts scheduled for disconnection to collect full balance or make arrangements, 48 hours before door knock to disconnect for non-payment
• Interaction with customers at the counter(in person) to resolve disruption of service & process payments
• Cash application and daily balancing of batches including cheque, debit, cash, PAD & Western Union & bank deposit preparation
• Updated job knowledge by participating in educational opportunities, reading professional publications, and maintaining personal networks.