Experience02/06/2006 – Current Duke Energy Florida Clearwater, FLSenior Customer Service Associate • Team Lead supporting sixteen agents within immediate work group.• Ensure consistent application of business processes.• Communicate process changes and provide training.• Develop training job aids and process documentation for work group.• Create or modify process documentation to meet customer and business needs.• Assist management with work group investigations.08/26/2002 – 02/06/2006 Progress Energy Florida Clearwater, FLCustomer Service Associate Level I• Resolve product or service opportunities by listening to the customer’s concern; determining the cause of the problem, selecting the resolution and explaining the solution. • Contact customers’ by telephone, mail or electronic mail to notify of investigation results and planned corrective action.• Process correction or adjustment and follow up with cus