Sonja Grooms
Indiana
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the utility industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with customers. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
16
16
years of professional experience
Work History
Senior Customer Care Rep
Citizens Energy Group
09.2008 - Current
- Built strong relationships with customers through active listening, empathy, and understanding their needs.
- Managed escalated cases efficiently while maintaining professionalism and composure under pressure.
- Fostered an environment of teamwork among peers through collaboration and open communication channels.
- Served as a trusted advisor for customers seeking assistance or recommendations on assistance or payment arrangements,
- Participated in continuous learning initiatives to stay current on industry trends and best practices.
- Exceeded expectations in first call resolution rates by utilizing expert knowledge of services offered.
- Collaborated effectively with cross-functional teams to provide seamless support for customers.
- Provided comprehensive guidance on product offerings, features, and benefits to assist customers in making informed decisions.
- Assisted Supervisors with callbacks, complaints and resolutions.
Customer Service Representative Agent
Citizens Energy Group
09.2014 - Current
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled escalated calls, successfully deescalating situations while finding solutions to meet client expectations.
- Managed high call volume, consistently maintaining a professional demeanor and prioritizing customers'' needs.
- Built rapport with clients through active listening, empathy, and understanding of their individual needs.
- Served as an Ambassador assisting with the transition of Indianapolis Water to Citizens Energy Group.
- Observed and retained the daily functions of water and wastewater to assist with training gas representatives on the utility
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Billing Assistant
Citizens Energy Group
09.2014 - 01.2015
- Enhanced customer satisfaction by promptly addressing and resolving billing inquiries or disputes.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Improved billing accuracy by diligently reviewing and verifying invoice data before submission.
- Received, sorted, and distributed incoming mail.
- Applied assistance payments to accounts
Customer Service Representative/Help Desk Associate
Citizens Energy Group
03.2015 - Current
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Managed high call volume with exceptional professionalism and efficiency.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
- Developed effective time management strategies to efficiently handle multiple tasks simultaneously without compromising quality.
- Participated in training sessions for new hires, sharing insights on best practices in customer service excellence.
- Placed orders that were submitted online and over the phone.
Education
High School Diploma -
Thomas Carr Howe High
Indianapolis, IN06-1989
Skills
- Team motivation
- Customer focus
- Exceptional communication
- Building rapport
- Customer Service Excellence
- GIS system knowledge
- Expert In Residential and Commercial utilities
Timeline
Customer Service Representative/Help Desk Associate
Citizens Energy Group
03.2015 - Current
Customer Service Representative Agent
Citizens Energy Group
09.2014 - Current
Billing Assistant
Citizens Energy Group
09.2014 - 01.2015
Senior Customer Care Rep
Citizens Energy Group
09.2008 - Current
High School Diploma -
Thomas Carr Howe High
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