Quenita Ramsey
National Grid
Essex
5
years of professional experience
Detail-oriented Remote Customer Service Representative with 4 months of experience in high-volume call centers, focusing on customer account management and billing resolution. Skilled in educating customers on services and procedures, leveraging CRM software, and utilizing remote collaboration tools to enhance customer satisfaction through effective communication.
Work History
Remote Customer Service Representative
4 Months- Answered high-volume inbound calls from utility customers, resolving account questions, service concerns, and general inquiries while adhering to National Grid policies and maintaining a professional demeanor.
- Resolved billing issues by reviewing account information, explaining charges, and outlining payment options, escalating complex situations to appropriate departments when necessary to ensure accurate handling.
- Educated customers on available services, outage procedures, and basic energy usage information, providing clear instructions and setting expectations for next steps and timelines.
- Used company systems to document customer interactions, update account details, and track service requests, ensuring records were complete, accurate, and compliant with internal guidelines.
- Collaborated with supervisors and team members in a remote environment, meeting performance expectations and engaging in coaching to enhance call handling and customer satisfaction.
Peer Specialist
1 Year 11 Months- Facilitated peer support sessions to promote wellness and recovery strategies.
- Assisted clients in navigating crisis situations and available resources.
- Collaborated with mental health professionals to develop individualized care plans.
- Provided training for new peer specialists on effective communication techniques.
Housekeeper
2 Years 8 Months- Maintained cleanliness and sanitation standards in guest rooms and common areas.
- Inspected rooms for maintenance issues and reported findings to management.
- Trained new staff on best practices for cleaning procedures and safety protocols.
Education
Associate of Arts - General Studies
Skills
Call center operations
Billing resolution
CRM software
Customer communication
Sales
Account management
Time management
Organizational skills
Customer documentation
Math
Writing skills
Basic numeracy
Communication skills
Patient interaction
Timeline
Remote Customer Service Representative
National Grid
10.2022 - 02.2023Read More
Peer Specialist
Berkana Crisis Center
10.2020 - 09.2022Read More
Housekeeper
Red Roof Inn Hotel
01.2018 - 09.2020Read More
Onondaga Community College
Associate of Arts from General Studies
Read More