Michele Nalevanko
Blakely
Summary
Accomplished professional with extensive experience in customer service and discrepancy resolution at PPL Electric Utilities. Expert in service request processing and systems input management, enhancing customer satisfaction by 20%. Proven leader in training and coaching teams, adept at technical support and customer relationship management, ensuring seamless operations and client engagement.
Overview
26
26
years of professional experience
Work History
Customer Service Representative
UGI Utilities Inc
Wilkes-Barre
2025.05 - 2025.10
- Processed service requests and ensured timely resolution of customer issues.
Customer Service Representative
Social Security Administration
Wilkes-Barre
2022.12 - 2025.04
- Provided the full range of assistance to beneficiaries and the public regarding all programs administered by the Social Security Administration.
- Interviewed beneficiaries, and/or their representatives and the public to determine the nature of their problem or interest.
- Explained technical provisions, elicited relevant facts and resolved problems with payments or eligibility.
- Complied with the various beneficiary reporting requirements and submitted appropriate reports to continue, suspend, or terminate monthly payments.
- Initiated contacts with beneficiaries or others to obtain reports and clarify inconsistent or incomplete reports.
- Made systems inputs to correct or change records of entitlement and eligibility.
- Developed discrepancies in earnings and determined amounts to be posted or removed from individual earning records.
Invoice Control
UPS Supply Chain Solutions
Throop
2018.04 - 2022.02
- Confirmed accuracy of charges prior to release of invoices.
- Input necessary corrections and released invoices.
- Assigned a large account with multiple billing issues to analyze and input corrections.
Disbursement Specialist
Prudential Retirement Services
Scranton
2009.11 - 2015.06
- Researched and responded to client questions and concerns regarding their 401ks through telephone and email inquiries.
- Facilitated error resolution.
- Educated internal partners, clients, and participants on disbursement and loan regulations.
- Handled inbound telephone inquiries regarding hardship withdrawals and loans. Process hardship withdrawals and loans.
Customer Service Representative Supervisor
PPL Electric Utilities
Scranton
2001.09 - 2009.02
- Supervised, trained, coached, and monitored the performance of a team of 18-21 Customer Service Representatives.
- Handled escalated customer calls regarding billing and credit.
- Researched and responded to Public Utility Commission formal complaints. Negotiated settlements and participated in formal hearings.
Accounts Payable
United States Army Reserves
Ashley
1999.07 - 2007.05
- Assisted the Unit Administrator with issues related to personnel, insurance, pay corrections, and the GI Bill.
Education
Bachelor's Degree - Business Administration
Keystone College
2007-05
Skills
- Service request processing
- Technical support
- Payment eligibility analysis
- Systems input management
- Discrepancy resolution
- Customer relationship management
Timeline
Customer Service Representative
UGI Utilities Inc
2025.05 - 2025.10
Customer Service Representative
Social Security Administration
2022.12 - 2025.04
Invoice Control
UPS Supply Chain Solutions
2018.04 - 2022.02
Disbursement Specialist
Prudential Retirement Services
2009.11 - 2015.06
Customer Service Representative Supervisor
PPL Electric Utilities
2001.09 - 2009.02
Accounts Payable
United States Army Reserves
1999.07 - 2007.05
Bachelor's Degree - Business Administration
Keystone College