Alexander Brown Email & Phone Number

Brampton, Ontario, Canada

Team Lead for a tier 2 support team assisting customers with inquiries regarding their water utility billing accounts.• Allocating and assigning daily work to frontline support staff• Providing real-time support to reporting staff to ensure tasks are completed within the assigned SLA.• Responds to escalated customer inquiries and resolves problems regarding all aspects of the water and waste water bill process.• Review and evaluate live calls to ensure the highest level of customer service is provided.• Provide feedback through coaching to ensure team members meet or surpass department objectives.

Toronto, Ontario, Canada

Managed a credit and collections call center team as well as offline specialty teams within the Credit Operations department.• Reviewed and delegated offline reports to agents to ensure they are completed within the assigned SLA.• Provided real time coaching to reporting agents to ensure individual and team objectives are met or surpassed.• Offered call center agents feedback and information to assist in resolving complex customer inquiries and de-escalating potentially impassioned interactions.• Provided real time escalation support to online agents by taking customer calls in order to assist in resolving complicated customer requests while providing world class customer service.

Toronto, Ontario, Canada

Responsible for reviewing and validating customer cases involving balance impacting disputes.• Networked with offline support teams to escalate and resolve customer disputes within the assigned SLA.• Provided white glove treatment of customer accounts and ensured that collection activity was held as the dispute is resolved.• Corresponded with the customer to provide real time updates regarding their dispute and account status while offering soft collections options.• Offered feedback and coaching opportunities to online teams to better assist customers. Provided options for first contact resolution in future interactions.

Toronto, Ontario, Canada

Compiled, maintained and processed information relating to accounts receivable, accounts in arrears, past due balances and commitments to pay.• Identified past due accounts due to non-payment, or accounts showing a high volume of use. • Answered customer phone calls and communicated directly with them for prevention purposes. • Took initiative, demonstrated strong analytical skills and made swift decisions in order to reach agreements with customers while maintaining excellent relations with them and maximizing the amounts recovered.• Analyzed customer accounts for any skipped or partial payments, or customer errors. Contacted customers immediately to resolve any remittance discrepancies.• Documented results of contacts. Tracked and followed-up on customer commitments.