jela allen

Proactively managed and monitored cases to key milestones, identifying opportunities for efficient delivery and ensuring timely resolution for customers. Handled gas and electricity inquiries and complaints, providing first-time solutions and adapting to the evolving energy market.

Analyzed and resolved meter read discrepancies, ensuring accurate energy/gas consumption reviews and streamlined settlement processes. Documented process flows, mapped operational processes, and collaborated with various departments to meet settlement deadlines and maintain regulatory compliance.

Provided excellent customer service for payment-related inquiries and issues, supporting financially vulnerable customers by finding suitable repayment plans. Processed bankruptcies, insolvency agreements, and debt relief orders, maintaining clear and effective communication.

Handled customer complaints with empathy and analytical skills, identifying root causes and providing effective resolutions. Maintained composure in challenging situations, ensuring customers were informed about the resolution process and adhering to industry regulations.

Managed inbound/outbound calls and emails, focusing on customer satisfaction and building long-term relationships. Analyzed issues to find effective solutions and identified upselling opportunities to enhance customer value.

Assigned to the Read Dispute Team, monitoring multiple databases and resolving disputes by analyzing data. Recorded and processed data with attention to detail, liaising with suppliers for timely and efficient dispute completion.

Provided technical advice and support to customers via inbound/outbound calls, troubleshooting internet/phone malfunctions. Productively managed high volumes of incidents and service requests, consistently achieving service level agreements and improving user experiences.

Studied Business Management at the University of Negros Occidental Recoletos. Focused on core business principles and practices.