JUSTIN DRENNER
Eldersburg
Summary
Highly motivated, driven, and competent individual with unmatched communication skills. Recognized for the ability to work as a team player, tailoring every interaction to the need of the customer, while also maintaining a supreme level of customer service. Known for taking the initiative, working under pressure, while managing details of multiple projects with sensitivity to priorities. Customer driven with good oral and written communications skills and strong analytical, problem solving and leadership skills. Strong commitment to excellence and a passion for continuous learning and development.
Overview
15
15
years of professional experience
Work History
TRAINING SPECIALIST
BGE CUSTOMER EXPERIENCE ASSURANCE
04.2014 - Current
- As a Training Specialist, I am committed to empowering individuals to reach their full potential by providing expert guidance, motivation, and personalized support
- Develop and maintain training materials and programs for new hires and upskilled agents
- Collaborate with internal and external stakeholders to address business needs and drive innovation ideas to help reach the companies key metrics
- Co-Lead several projects to identify and pursue opportunities to help Care Center Representatives and customers navigate new processes and procedures
- Share all the upcoming changes regarding our programs
- Help build a better and more effective partnership and support through Customer Care to ensure success moving forward
- Develop documentation explaining the different programs
- Created a new, updated, Corporate Operator Directory with FAQ which hasn't been updated in several years
- After analyzing data with Operations, this was confirmed to have a positive impact on Call Handle Time
- Collaborated with a non-profit training center, facilitated training for Summer Interns implementing different cooperate skills to use on their first post graduate job which created opportunities to apply for CSR jobs
- Tasked with meeting a strict deadline by Stakeholders for a Gas Emergency Investigation
- Management asked me to coordinate a team and provide a spreadsheet of gas emergency calls taken, passed, and failed by Customer Care Center to present to the PSC
- With the help of the team, we were able to meet the timeline and provide accurate data for Management to prepare for the Investigation
- Actively monitoring and evaluating Agents to ensure they consistently meet established quality standards, including safety regulations, customer service expectations, and operational efficiency, by conducting audits and identifying areas of improvement
- Implementing feedback and coaching to maintain reliable and effective customer service to our customers
SR. CUSTOMER RELATIONS SPECIALIST
BALTIMORE GAS & ELECTRIC
07.2014 - 04.2024
- Use effective communication and de-scalation skills to resolve complex issues while exceeding 94% adherence 98% of the time
- Display excellent problem-solving skills while balancing business requirements and the customer's needs 100% of the time
- Exceed the call production, adherence, and ACW goals which are directly connected to Customer Operation KPI's
- Analyze appropriate solutions to tailor the resolution to the customers' needs
- Collaborating with internal and external customers to ensure first call resolution
- Respond to gas and electric emergency calls using crisis management skills
- Assisted Training with new hire Collections class
- Assist BGE Internet Team by ensuring our response time agreement goal of 92% is achieved
- Trained to assist BGE Peak Rewards Team during Energy Savings/PJM Event days
- Selected for FCR resolution project
- Diversity and Inclusion Council Member for Customer Operations
- Selected for BGE DEI Council
- Assisted with de-escalation and resolution of Presidential Appeals
- Skilled and trained in Conservation
- Selected for the Collections SWOT Analysis TEAM
- Selected for Customer Experience Team
- 2022 BGE Ultimate Contributor Award Winner
- Facilitated Training Classes in Conservation and Collections for new up-skilled Agents
- Assisted in resolving Presidential and Governmental level Appeals
SUPPORT ANALYST
MICROS
10.2010 - 07.2014
- Effectively resolved customers software and hardware issues 98% of the time
- Strategically executed unsolved cases, and dispatched cases appropriately
- Ensured 100% customer satisfaction by documenting all work using discretion and good judgement
- Managed incoming calls in a timely manner, while also taking on additional assignments
SALES/SERVICE INTERNSHIP
EAST COAST WINDOW INSTALLER'S, INC
10.2009 - 07.2010
- Effectively generated revenue and established service appointments for customers
- Communicated effectively with customers to ensure proper warranty of property
- Communicated effectively to ensure unmatched customer service
Education
DUNDALK COMMUNITY COLLEGE
08-2003
HIGH SCHOOL DIPLOMA -
MOUNT SAINT JOSEPH HIGH SCHOOL
05-2003
Skills
- CC&B
- Written and Verbal Communication Skills
- Emerging Leader
- General proficiency in standard software applications
- MDM
- Microsoft Suites
- ADDIE
Timeline
SR. CUSTOMER RELATIONS SPECIALIST
BALTIMORE GAS & ELECTRIC
07.2014 - 04.2024
TRAINING SPECIALIST
BGE CUSTOMER EXPERIENCE ASSURANCE
04.2014 - Current
SUPPORT ANALYST
MICROS
10.2010 - 07.2014
SALES/SERVICE INTERNSHIP
EAST COAST WINDOW INSTALLER'S, INC
10.2009 - 07.2010
DUNDALK COMMUNITY COLLEGE
HIGH SCHOOL DIPLOMA -
MOUNT SAINT JOSEPH HIGH SCHOOL
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