Darlene Baugh-Drake

750 Presque Isle Drive

Apt Q
Pittsburgh, PA 15239
Tel: (724)325-7251 Alt:(412)377-3844
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OBJECTIVE
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29 year employee of Duquesne Light Company. Over 11years experience in customer
service department. Experienced call center customer service representative with
strong desire to provide excellent customer service with reference to customer
needs utilizing soft skills training, computer navigation , good verbal communic
ation and listening skills. Also teller experience involving face to face contac
t with customer receiving payments and balancing daily transactions for bank dep
osits.
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MAJOR ACCOMPLISHMENTS
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9 years call center experience taking inbound calls and provided excellent custo
mer service to customer inquiries regarding general business, high bills, credit
and collection, trouble, movers and commercial accounts. Utilized soft skills t
raining, good verbal communication and listening skills. Received certficate for
soft skills training which provided the awareness of voice tone, call control,
and empathy for customer needs. Skilled at making payment arrangements per Publi
c Utility Commission guidelines & processing payments. Referred qualified custom
ers to government agencies for grant money. Also mailed out correspondence. Prim
ary focus on customer care and providing excellent customer service with referen
ce to customer needs. Recognized mechanic and soft skills are needed to meet cus
tomer expectations and accomplish customer service goals when striving to be the
"best".
2 years teller experience receiving and processing payments, balanced daily tran
sactions and prepared deposit slips and bags for deposit. Upgraded to head telle
r as needed to distribute teller work, balance teller daily deposit transaction
reports and log daily deposits.
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EXPERIENCE
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10/2000 - 1/2009
Duquesne Light Company Pittsburgh, PA
Customer Service Representative
Provided customer service with reference to customer needs and concerns via inbo
und calls and inquiries about general business, high bills, trouble, movers, cre
dit and collection and commercial accounts. Also provided payment arrangements p
er Public Utility Commission guidelines, referred qualified customers to governm
ent agencies for grants, processed payments. Soft skills training helped provide
awareness of voice tone, call control, and empathy for customer needs. Both mec
hanical and soft skills were needed to meet customer expectations and accomplish
customer service goals.
4/1998 - 10/2000
Duquesne Light Company Pittsburgh, PA
Teller- Customer Service
Face to face contact with customers received and processed payments, balanced da
ily transactions. Upgraded to Head Teller when needed. Head Teller distributed t
eller work and balanced daily teller transaction reports, prepared deposit slips
and bags for daily bank deposits.
1/1994 - 3/1998
Duquesne Light Company Elrama, PA
Utility Technician
Mechanic 1 skills, soldering copper tubing, minor welding with acetylene torch,
sampled fuel trucks, collected water samples from various sights for chemist, me
asured mine levels, worked river coal operation, maintained coal barges and move
d them in place to be unloaded, controlled the filling of coal bunkers, shoveled
and cleared beltways of loose coal, collected and processed daily coal samples,
performed fineness tests on coal to ensure maximum performance of mills. Experi
ence driving frontloader and forklift. Mechanic skills utilized during routine m
aintenance of coal operation equipment and assisted where needed on outages.
3/1991 - 1/1994
Duquesne Light Company Cheswick, PA
Field Lab Helper
Collected and processed daily coal samples, performed fineness testing on coal t
o maximize mill performance. Worked with chemist, collected water samples from v
arious locations, assisted mechanics and electricians on plant outages. Also col
lected coal ash samples.
3/1984 - 3/1991
Duquesne Light Company Pittsburgh, PA
Shop Mechanic-2nd Class Metalworker
Fabricated structural steel, aluminum, and copper(I-beam, angle, flat bar, round
bar, and reinforcement bar) per specification of blueprint for replacement of s
teel or aluminum towers, company overhead equipment and ladders for underground
vaults. Interpreted blueprints, ordered material, measured and cut, laid out bol
t pattern, drilled or machine punched holes and beveled holes. Experience with b
rake machines, drill press, electric and air grinders, shop tools, acetylene tor
ch for burning, electric hole punch, band saw, crane operation, and forklift. Up
graded to 1st class for blueprint interpretation of jobs.
12/1982 - 3/1984
Duquesne Light Company Pittsburgh, PA
Shop Helper
Assisted 1st and 2nd class mechanics in completion of metal, aluminum, and coppe
r assignments. Sand blasted steel to be galvanized or painted. Assembled field e
quipment with hardware prior to storage in storeroom. Repaired street lights. Ex
perience with forklift and crane operation. Also worked in oil house where pcb l
evels measured. Familiar with salvage operation.
11/1979 - 12/1982
Duquesne Light Company Pittsburgh, PA
Switchboard Operator
Directed incoming calls to desired destinations from a center console. Set up co
nference calls for corporate executives. Experience with sending and receiving o
n telecopy machine.
7/1979 - 11/1979
Duquesne Light Company Pittsburgh, PA
Central Records Clerk
Primary job was to maintain customer information in large files. Processed servi
ce orders by hand(turn-on, turn-off, transfer of service). Also processed change
s in service information as requested by customer service representatives. Helpe
d out with trouble calls on outages when needed.
4/1979 - 7/1979
Duquesne Light Company Pittsburgh, PA
File Clerk
Answered and transferred incoming calls to supervisor and property records clerk
s. Zeroxed, filed and retrieved records per clerks requests. Entry level job.
9/1975 - 9/1978
Koolvent Aluminum Company Pittsburgh, PA
Telephone Solicitor
Made cold phone calls from coles directory to customers to create leads for sale
sman selling aluminum siding, soffit and fascia, triple thermopane windows, gutt
ers and downspouts, and aluminum awnings.
7/1971 - 2/1976
Carnegie Library Pittsburgh, PA
Page
Checked books in and out. Shelved books, assisted librarian by retrieving refere
nce materials, covered books for preservation. Also maintained periodicals and r
etrieved information on microfiche. Occassionally helped customers with using th
e card files to look up books and materials needed for general reading or resear
ch.
6/1975 - 9/1975
Woodville State Hospital Carnegie, PA
Psychiatric Aide
Total patient care in the infirmary ward. Responsible for recording daily temper
ature, pulse, respiration, bathing, feeding, dressing patients, making beds, and
emptying catheter bags. Also assisted nurses in taking care of bedsores on pati
ents.
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EDUCATION
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1978 Pshchology and History
Bachelor GPA: 2.56 - Carnegie Mellon University, Pittsburgh, PA
Received full academic scholarship. BA in Psychology and History. Interested in
behavior with emphasis on drug addiction, probation, parole, and employee relati
ons. Highest math calculus II. Took some criminology courses. History degree add
ed while studying origins of behavior with reference to cultural background, ori
gins of prejudice and race relations.
Volunteered as probation officer apprentice for Allegheny County Probation offic
e in summer of 1976 from June through August to experience daily duties an offic
er.
1974 Academic
High Honor GPA: 3.8 - Schenley High, Pittsburgh, PA
Graduated with high honor. Member of the National Honor Society, President of Se
nior Leaders, President of After Prom Committee, Captain of Cheerleaders. Highes
t math Calculus I, Scholars Physics, Spanish I and II, Creative Writing.
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ACTIVITIES
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Ongoing volunteer service for 21years with the Wilkinsburg Athletic Association,
a subsidiary of the Allegheny County Midget Football League. Currently serving
20 years as Director of Cheerleaders and Head Coach of the Twerp Cheerleaders (5
-8 years old). In the past, I have held other board of director positions such a
s: Vice President, Business Manager, and Treasurer. Responsibilities include tot
al coordination of the cheerleading program (tryouts, rules and regulations, par
ent and coach meetings, fundraisers, order and distribute uniform items, teach s
afety, and promote good sportsmanship)consisting of 4 squads with ages ranging f
rom 5 to 14 years old and coaching staff.
Member of the Mt Ararat Baptist Church Joint Usherboard.
Served on the executive board of the Coalition of Labor Union Women(CLUW) from 1
988 to 1993. Lobbyed for different policies, resolutions, and legislation with r
eference to empowering women in the workplace, fair wages, and family medical le
ave. Simultaneous service as union steward and executive board member of IBEW Lo
cal 149 representing Manchester Central Shops.
Sold Avon products parttime from 1994 to 1995 and achieved an Elby award for sal
es over $8000 within a campaigne year.
Built a business organization called Broad Prospective Enterprise using Amway Co
rporation marketing plan parttime from 1979 to 1982. Achieved Silver Direct stat
us which was consistent point value of 7500 per month. Each product was assigned
a point value and a dollar amount. My goal was to achieve Gold Direct, break aw
ay from my sponsor and deal directly with Amway Corporation.
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KEYWORD SUMMARY
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Customer service representative experienced in call center operation and person
to person service. Strong desire to provide excellent customer service utilizing
soft skills training, good computer navigation, verbal and listening skills. So
ft skills training provides awareness of voice tone, call control, and empathy f
or customer needs. Fully understand the importance of excellent customer service
to a company's integrity and growth potential.
Secondary positions desired include: teller, fabrication of structural steel, an
d sales(direct and or telephone).