Open To Work
Kimberly Blalock
Belmont
Summary
Energetic professional with extensive experience at Enbridge Gas, excelling in problem-solving and employee training. Proven track record in dispatching field personnel and enhancing customer service efficiency. Adept at conflict resolution and implementing emergency protocols, ensuring timely service delivery and high customer satisfaction. Recognized for leadership in training new staff and improving operational processes.
Overview
24
24
years of professional experience
Work History
Gas Distribution Dispatcher III
Enbridge Gas
01.2017 - Current
- Managed daily operations, including scheduling manual and emergency orders through Salesforce.
- Scheduled service orders based on priority date and time requested.
- Answered after-hours emergency calls to create and restore orders.
- Dispatched work orders to field personnel to ensure timely service delivery.
- Trained new dispatch staff on protocols and safety procedures.
- Resolved customer complaints regarding service issues and delays.
- Performed administrative tasks, including filing, database updates, and document preparation for management review.
Lead Customer Contact Specialist
Enbridge Gas
01.2010 - 01.2017
- Supported over 100 Customer Contact Specialist on the lead line, by phone, chat, email and/or in person daily. Handled escalated supervisor calls from customers concerning billing or service order requests.
- Evaluated trends in individual and team performance to collaboratively develop effective strategies to influence performance/results.
- Provided ways to improve the following: call efficiency, call quality and call accuracy, and communication styles while preserving reliability, availability, safety, and the customer experience.
- Coached, Trained and supported all New Hire classes for the Call center. Also assisted in the interview process for hiring along with other leadership.
- Analyzed customer feedback for improvement suggestions and implemented necessary changes.
- Provided timely customer service support to employees regarding questions about their paychecks or other payroll issues.
- Developed and implemented procedures to ensure accurate entry of payroll data into the system.
- Researched discrepancies in payroll data and provided corrective action when needed.
Small Commercial Group/Builder Group
Enbridge Gas
01.2008 - 01.2010
- Assisted small business customers and builders in initiating service requests.
- Handled applications for new commercial accounts by creating and updating service applications.
- Maintained customer accounts for small businesses through phone, fax, or email communication.
- Collaborated with team members to install pipelines and connections efficiently.
- Coordinated with contractors to ensure timely completion of construction projects.
- Reviewed inspection requirements prior to commencing new construction service.
- Participated in continuous improvement processes by providing suggestions to supervisors and leads.
- Communicated with sales departments to establish new addresses, new construction, and meter sets.
E-Business Specialist
Enbridge Gas
01.2006 - 01.2008
- Activated customer accounts and responded to inquiries via email through company website.
- Combined customer service, technical support, and online operations for efficient service delivery.
- Educated customers about product features and services during interactions.
- Handled escalated customer concerns with professionalism and empathy.
- Monitored chat queues for incoming requests requiring assistance from customers.
- Provided technical assistance through online chat or telephone support.
- Utilized FAQs, help documents, user manuals, and reference materials to assist customers.
- Ensured compliance with company policies when addressing customer interactions.
Customer Contact Specialist
Enbridge Gas
01.2002 - 01.2008
- Processed start, stop, or transfer order requests for electric and gas customers by phone.
- Resolved service order issues, including electric outages and gas emergencies.
- Educated customers on gas and electric safety, energy-saving tips, and available programs.
- Established payment arrangements while addressing billing and usage concerns.
- Trained new staff on communication protocols and customer service standards.
- Handled complaints, resolved problems, and ensured appropriate follow-up to enhance satisfaction.
- Analyzed customer service trend reports to identify improvement areas.
Education
Some College (No Degree) - Human Resources Management
Gaston College
Dallas, North Carolina, NCSkills
- Problem solving
- Employee training
- Conflict resolution
- Teamwork and collaboration
- Emergency protocols
- Dispatching field personnel
- Radio communication
- Incident reporting
- Leadership
- Customer service
- Organization and planning
- Payroll administration
Activities
- Pottery
- Travel
- Bowling
- Reading
- Puzzles
Work Preference
Job Search Status
Open to workWork Type
Full TimePart TimeContract WorkLocation Preference
RemoteHybridOn-SiteSalary Range
$65000/yr - $200000/yrTimeline
Gas Distribution Dispatcher III
Enbridge Gas
01.2017 - Current
Lead Customer Contact Specialist
Enbridge Gas
01.2010 - 01.2017
Small Commercial Group/Builder Group
Enbridge Gas
01.2008 - 01.2010
E-Business Specialist
Enbridge Gas
01.2006 - 01.2008
Customer Contact Specialist
Enbridge Gas
01.2002 - 01.2008
Some College (No Degree) - Human Resources Management
Gaston College