Alexander Eisemann Email & Phone Number

United States

● Answered employee questions regarding our policies and procedures by providing floor support though Microsoft Teams.● Trained employees on how to improve their performance metrics and how to maintain a better call flow. ● Handled escalated calls for customers who are asking to speak to a supervisor.● Implemented the best practices to minimize PUCT violations and improve customer satisfaction.● Monitored the call queue using the Five-9 Dashboard to ensure timely responses and KPI’s. ● Trained employees on how to do transfer of service, payment extensions, deferred payment plans, and how ERCOT works.● Delivered exceptional service by actively listening to customer concerns and providing first call resolution.● Enforced strict compliance of deregulated energy markets & resolved customer inquiries.

United States

● Handled over 50 daily inbound calls from customers seeking to renew, cancel, or establish a new energy or natural gas account. ● Provided quality assurance for vendor/customer interaction. ● Set up payment extensions, deferred payment plans, and level payment plans for customers who are struggling to pay their electric bill.● Reduced customer attrition and churn by informing customers of the benefits and promotions attached to our electric plans.● Acknowledged by management for staying consistent with my call flows and positive tone over the phone.● Received awards for having the most outbound “return mail” calls, top customer satisfaction, and excellent sales performance.

6201 Bonhomme

Reactive Inbound● Assisted 30+ Reliant Energy customers daily by transferring their current electricity plan to a new location. ● Created new electric accounts for customers in the Texas area.Business Retention● Retained over 150 commercial accounts for existing Reliant Energy customers throughout the Texas area per week.● Processed large renewal orders by enrolling multiple ESID’s for commercial properties.Residential Retention● Renewed residential contracts for existing Reliant Energy customers through inbound and outbound calls.● Awarded top sales representative for outbound sales for Q2 of 2016 and 2017.Business Acquisition● Contacted businesses with competing service providers and converted them into new Reliant Energy accounts.● Acquired large business accounts by manually enrolling multiple electric service identifiers (ESID’s) for high consumption properties.

4669 Southwest Freeway

Claims● Assisted clients and contractors with any issues regarding claims checks.● Handled process of sending corrected claims checks to the insured.● Named the primary point of contact for all claims-related inquiries that resulted from massive flooding in the Greater Houston Area. This allowed claims adjusters to focus their attention on serving the affected community.● Redirected incoming calls to their closest agent by researching client’s geographic region and finding their representative.Accounts Receivable● Processed all incoming payments and organized/prepared checks for the daily deposit.● Facilitated payment process for hundreds of clients throughout the area.● Worked directly with clients to develop payment plans that would be most beneficial to their economic standing.● Collaborated with colleagues on all policy cancellations to determine reinstatement eligibility. If policy was not eligible, I initiated the eligibility approval process of re-writing the policy. Receptionist● Sent out all homeowner’s policies while maintaining confidentiality.● Directed all phone inquiries to appropriate department.● Informed management when important clients required special attention.● Planned and organized company Christmas party (2014) with over 40 attendees.

Bachelor Of Business Administration (B.B.A.), Business Administration And Management, General

Activities and Societies: Beta Theta Pi

High School Diploma