Customer Service Professional

TIESHA EDWARDS

240-***-**** Elkridge, MD - ***** ************@*****.***

SUMMARY

Highly motivated and experienced customer service professional seeking a position that will utilize my leadership and customer service skills.

PROFESSIONAL SKILLS

● Conflict Resolution

● Client Support

● Data Analysis

● Communication Skills

● Energy Assistance

● Program Administration

● Regulatory Compliance

● Word, Excel, Power point

WORK EXPERIENCE

Specialist Officer/Energy Assistance Technician Apr 2024 – Present Baltimore County DHS/OHEP Towson, MD

● Participated in all phases of the client application process, including interviewing clients to assess their needs, request documents/ verifications to determine eligibility.

● Responds to customer inquiries regarding status updates.

● Interacts with utility companies and outside agencies to regarding customer energy conservation.

● Performed data entry of case load to include maintenance case notes and records. Mobility Reservation Clerk Jan 2024 – Apr 2024

MTA/MDOT Baltimore, MD

● Responded to calls from customers in a call center environment in reference to scheduling mobility transportation services for the disabled under the ADA Act.

● Entered data while conversing with customers to set up single/multiple rides by MTA mobility bus, car or van service on a 24/7 basis.

● Modified, canceled or rebooked reservations and provided guidance where applicable to establish timeline for scheduled rides.

● Informed customers of trip itinerary and driver location status. Offered third party transportation options when needed. Customer Service Agent Nov 2023 – Jan 2024

Symphony Placements/ICF @DHS Baltimore, MD

● Answered high volume inbound calls in a call center environment for the State of Maryland DHS. Provided information regarding state programs and benefits.

● Updated, verified and authenticate customer accounts, reviewed and provided case information

● Performed follow up to urgent cases and set up work orders for local child support offices and responded to inquiries regarding Snap, TCA and family services.

● Collaborated with other departments to ensure customer satisfaction. Field Support Assistant Apr 2021 – Mar 2023

NTECH Solutions @ BGE Baltimore (city), MD

● Processed new and existing work orders to establish gas and electric service for residential and commercial consumers.

● Reviewed and verified ticket information necessary to set up installation for gas and electric meters.

● Performed data entry of 40 to 60 tickets per day and processed "Stat" reports to confirm accuracy and completion. Assisted with review of quality reports.

Customer Service Advisor Sep 2018 – Jan 2021

Washington Suburban Sanitary Commission Laurel, Maryland EDUCATION

Associate of Arts: Paralegal Studies Jan 1993

Peirce College, Philadelphia, PA

HS Diploma: College Bound Jun 1988

TIESHA EDWARDS

William Penn High, Philadelphia, PA

ADDITIONAL INFORMATION

● Certificate, Grant Proposal Writing

● Certificate, Grants Management

● Certificate, Business Writing for Professionals

● Certificate, Maryland Health Benefit Exchange

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