• Dynamic Leader who offers a background in Customer Service, Business / Operations Support, Administrative Operations, Needs Analysis / Assessment, and Data / Records Management, and contributes talent in Scheduling, Workflow Prioritization, Logistics, Process Optimization, Issues / Conflict Resolution, and Regulatory Compliance.
• Top Performer who boasts above-average career results, and who can make decisions to reflect positively on operations in alignment with a company s vision, xxxxxxlue, and goals to attain a significant competitive adxxxxxxntage.
• Excellent Communicator who builds and sustains synergistic relationships with senior-level management, technical / operational teams, field representatives, customers, and the community; who excels in both autonomous and collaborative work environments; and who leads peers by example and with integrity to achieve objectives.

Distribution Dispatcher I Operations Service Department (2015 Present)

  Capitalize on the opportunity to lead forward-thinking dispatch and monitoring services, including proactively dispatching crews to outages in a timely manner, managing logs, and handling outage reporting and pinging meters.

  Continually deliver prompt and courteous customer service while working to resolve services challenges, collaborating with signaling crews, signaling servicemen, and tracking time in alignment with customers key needs.

  Maximize use of resources to achieve goals by coordinating workers per comprehensive compliance and guidelines.

  Expertly conduct data entry within a deadline-oriented environment; handle entering of source outage and load transfer reports; update member logs for customer view; and handle disconnects, stops, cancellations, and reconnects.

  Monitor SCADA and report alarms to personnel per objectives, and operate SCADA and Load Management equipment.

Operations & Dispatch Clerk (2008 2015)

  Strategically steered oversight of disconnects, stops, cancellations, and reconnects while proactively liaising among field representatives and customer service representatives, as well as assisting with outage reporting and pinging meters.

  Collaborated with signaling crews in / out of substations, as well as signaling servicemen up the pole and tracking time.

  Exhibited solid communication skills toward promptly responding to and resolving afterhours customer service calls.

  Performed as a proactive back-up dispatcher on radio, and assisted log crews onsite and during worksite completion.

  Optimized operations efficiency by conducting data entry tasks, entering source outage, and loading transfer reports in alignment with comprehensive efforts with customers to achieve service objectives, priorities, and schedules.

Customer Service Representative (2000 2008)

  Played a vital role in accurately setting up electric accounts for new customers and transferring and stopping service for existing customers, including handling payment arrangements and processing customer payments, as well as responding to general account questions, taking outage calls, and handling in-person requests as required.

  Collaborated with Department of Social Services in area counties to compile a list of authorizations codes for organizations to call in and make pledges on accounts, and further supported customers with field repairs scheduling.

  Participated in additional assignments that encompassed landlord agreements management, monthly board reports oversight, Fuel Assistance Program coordination, monthly returned checks balancing, and credits processing.

Customer Service Institute Germanna Community College, Fredericksburg, XXXXXX

System Operator Certificate Program 1 & 2

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