Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
Certification
Additional Information
Timeline
Generic

AKIRA YOUNG

Towson,MD

Summary

Focused customer relations professional skilled in lead generation, customer relationship development and sales. Accomplished in providing unsurpassed support to demanding customers. Offering experience in related roles, as well as passion for improving service delivery, enhancing knowledge and exceeding expectations. Familiar with regulatory requirements to maintain strict controls.

Diligent with solid background in customer relations. Effectively managed customer inquiries and resolved issues to enhance client satisfaction. Demonstrated strong communication and problem-solving skills. Strong background in the gas and electrical emergency area.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Customer Relations Specialist

Baltimore Gas & Electric
11.2022 - Current
  • Provided accurate information about promotions, customer programs and products, helping drive high customer retention.
  • Complies with COMAR and PSC regulations.
  • Demonstrated excellent critical thinking and communication skills, along with attention to detail.
  • Proposed idea to assist in mitigating call volume by working with Baltimore Gas & Electric Revenue Management department to implement specific training to Service Order agents.
  • Demonstrated ability to communicate effectively with tact and discretion to internal and external customers via written and verbal communication.
  • Comprehensive knowledge of Customer Care & Billing (CC&B) and related systems and demonstrated ability to research and solve complex metering and special billing, lost payments, refunds, energy assistance and/or accounts receivable issues.
  • Coordinated gas and electric emergency response efforts by efficiently relaying critical information to first responders.
  • Managed approximately 150 incoming calls, emails and faxes per day from customers.

Customer Care Contractor

ACS Solutions
02.2022 - 11.2022
  • Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with customers.
  • Assisted customers with billing, energy assistance, extension, and service restoral.

Research Fellow

Prarie View A&M
07.2021 - 09.2021


  • Followed best practices and scientific protocol to reach defensible conclusions based on solid evidence.
  • Collaborated with engineering research professionals to advance research and gain deeper understanding of topics.
  • Developed unique research studying the estimation of power generation by stressed PZT thin film with analytical expression.

Banking Specialist

TD Bank
05.2020 - 09.2021
  • Exceeded customer service satisfaction ratings by 10% by providing prompt answers to specific questions.
  • Maintained confidentiality of banking records and client information to avoid possible data breaches.
  • Input statement information, reconciled accounts and resolved discrepancies.
  • Reviewed documents such as purchase orders, sales tickets and charge slips to compute fees or charges due.
  • Answered customer questions in friendly and knowledgeable manner to maintain high satisfaction levels.
  • Mastered five different types of software during a four week training period to assist customers.

Resident Assistant

American Campus Communities
05.2018 - 08.2019


  • Give tours of the property
  • Man the desk and answer questions for residents
  • Check in and hand out packages for residents
  • Resolved conflicts and negotiated agreements between residents in order to reach win-win solutions to disagreements and clarify misunderstandings
  • Encouraged community atmosphere by implementing educational and social programs.

Education

Bachelor of Science - Applied Liberal Studies

Morgan State University
Baltimore, MD
05.2023

Skills

  • Administrative Support
  • Data Entry
  • Customer Service
  • Strategic Planning
  • Microsoft Office Tools
  • 4 years of customer service experience
  • Risk Monitoring
  • Data Analysis
  • Research
  • Proficient in C Coding
  • Work ethic

Affiliations

National Society of Black Engineers, Miss NSBE Sep 2016 - Current Miss NSBE is the face of the National Society of Black Engineers. She is in charge of volunteer projects, membership outreach, and hosting events. Society of Women Engineers, Member Sep 2016 - Current A society for women majoring in engineering. Conferences are held annually in Detroit. Student Government Association, Treasurer Sep 2017 - May 2017 Manage the funds of the sophomore class Student Government Association National Society of Leadership and Success, Member Apr 2017 - Current Society where membership is chosen based on leadership capabilities. Leadership seminars are held once a month.

Alpha Kappa Alpha Sorority, Inc Nov 2018- Initiated into the sorority in November 2018.

Accomplishments

  • National Society of Black Engineers, Miss NSBE Sep 2016 - Current Morgan State University Food and Clothes drive for Puerto Rico Cleaning of the engineering building Participation in car washes.
  • BGE SCAM Awareness Video- launch October 2023

Certification

PROFICIENT IN MATLAB AND C++

Additional Information

  • Morgan State School of Engineering Scholarship Award
  • National Society of Leadership and Success

Timeline

Customer Relations Specialist

Baltimore Gas & Electric
11.2022 - Current

Customer Care Contractor

ACS Solutions
02.2022 - 11.2022

Research Fellow

Prarie View A&M
07.2021 - 09.2021

Banking Specialist

TD Bank
05.2020 - 09.2021

Resident Assistant

American Campus Communities
05.2018 - 08.2019

Bachelor of Science - Applied Liberal Studies

Morgan State University

Similar Profiles

CREATE PROFILE
AKIRA YOUNG