• Responsible for creation of new department servicing energy/utility clients with first-party customer service including but not limited to: payments, maintenance, outages, etc.• Manages a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to quality of service • Collects data and prepares reports on customer complaints and inquiries• Review monthly performance with individual representatives and coach on areas of improvement as applicable• Performs daily coaching of KPI performance metrics, QA reports, surveys, and calls• Resolve escalated quality issues; educate reps on process and outcome with a goal of reducing the groups’ overall quality exception rates• Collaborate with senior management on implementation of new procedures, how to achieve higher percentages of attrition, and help maintain employee moral

• Assist inbound callers with setting up payment plans or paying off debt• Communicate effectively to maintain high level of customer service• Place outbound calls to debtors to try and resolve delinquent accounts• Perform skip tracing to locate and validate debtors current information• Ensure confidentiality of sensitive information • Attend daily briefings regarding policy and ordinance changes made by City of Chicago • Provide situational resolutions for debtors based on individual needs• Collecting data and information for individual debtors files• Switchboard operation and call queue management

• Executed domestic and international flight sales• Resolved ticket and reservation issues. • Educated customers about international flight rules and policies of foreign countries.

• Provided assistance to distressed passengers and customers.• Maintained operations including, ticket sales, loading flights, and keeping track of all daily flight information.• Maintained an on-time schedule of all American eagle flights and help maintain the security of all flights.