Nicole Clark
BALTIMORE
Summary
Sr Customer Service Specialist at Exelon with 12+ years experience and a proven track record in customer retention. Expert in analyzing billing discrepancies and implementing effective resolutions, enhancing customer satisfaction. Skilled in coaching peers and utilizing reporting tools to drive performance improvements and foster team collaboration.
Overview
12
12
years of professional experience
Work History
Sr Customer Service Specialist
Exelon
Baltimore Md
09.2014 - Current
- Resolved complex billing and account issues, improving customer satisfaction and reducing repeat contacts
- Retained customers by addressing concerns, offering solutions, and rebuilding trust during high-stress interactions
- Analyzed account data and billing discrepancies to identify root causes and implement effective resolutions
- Provided daily peer coaching and support to team members, contributing to improved performance and consistency
- Utilized internal systems and spreadsheets to track customer trends, issues, and resolutions
- Collaborated with cross-functional teams to resolve escalated customer concerns
Education
Associate of Science - Early Childhood Care And Education
Ashford University
San Diego, CASkills
- Call center experience
- Reporting and analysis
- Coaching and mentoring
- Documentation review
- De-escalation techniques
- Complaint handling
- Customer Retention
Accomplishments
- Provided daily peer coaching, improving team consistency and performance
- Supported onboarding or training of new team members
- Recognized as a go-to resource for complex issues and team support
- Recognized as a go-to resource for process guidance and operational changes, frequently supporting team members with complex questions
- Served as a key point of contact for escalations involving regulatory entities, including Public Service Commission and People’s Counsel matters
- Provided informal leadership and peer support, assisting team members in navigating policies, procedures, and high-impact customer situations
- Trusted by leadership to support escalated and sensitive customer concerns prior to supervisor involvement
- Maintained strong working knowledge of evolving processes and policies, ensuring accurate and consistent information across the team
Timeline
Sr Customer Service Specialist
Exelon
09.2014 - Current
Associate of Science - Early Childhood Care And Education
Ashford University