As an Assistant Manger at Naturalize Shoes 1994-1995 I was responsible for sales and customer service, training and supervising the sales staff, and adjusting staff schedules as required.
As a Utility Account Specalist for the City of Santa Cruz Water Department I assist in training staff on various department tasks and procedures. this includes but is not limited to, training my colleges on leak rebate requirements and procedures, on how to look for anomalous readings in the meter read edit list, how to find data quickly by preforming searches in the Eden Utility Database, and on how to correct billing and customer accounts in the online billing database, While staff are learning these tasks I provide supervision and support so that they can quickly and efficiently learn our procedures and policies.
When the Utility Supervisor is absent I assist my colleagues with complicated phone and in person customer queries and problems and offer my extensive knowledge of city policies as a resource to my colleagues.
· Deal successfully with the public and work under pressure
· Communicate clearly and concisely, both orally and in writing
· Utility experience
· Experience with financial and/or online billing software
· Familiarity with streets in the Santa Cruz City and surrounding areas
· Process detailed paperwork in accordance with specific procedures and policies
· Interpret and apply administrative and departmental policies and procedures
· Mathematical procedures and calculations to effectively analyze, process and control data.
· Effective customer service techniques and communication skills.
· Provide support and leadership to other employees.
· Create and maintain complex forms and custom reports
· Support the Utility Service Supervisor.
I was responsible for sales and customer service, training and supervising the sales staff, and adjusting employee schedules as needed. I was also in charge of receiving shipments, making special orders, bookkeeping, daily cash deposit. preparing payroll figures, calculating commissions and maintaining the complex shoe filing system.
Working for various companies I was responsible for answering multi-line phones, customer service as well as data entry, filing and copying.
I was responsible for answering multi-line phone, filing, faxing, copying and shipping and maintaining office supplies and equipment.
While working for TCI of California Primestar I provided phone and in person customer support for satellite services. I sold products to prospective customers and was responsible for troubleshooting equipment problems, scheduling appointments for installation of our services and for technical problems that could not be resolved over the phone and following up with customers after the appointments.
I verified and checked invoices and work orders, dispatched technicians, researched and resolved customer disputes.
I designed tracking and quality control procedures
I began working as a USR in 1997. At that time, I became responsible for answering customer inquiries, communicating city policies and procedures clearly and courteously, taking cash, check and credit card payments, providing correct change and receipts, balancing the cash drawer daily, and forwarding deposits to Finance according to the best practices of accounts receivable bookkeeping principals and proper cash handling and record keeping practices.
I use my ability to interpret and apply administrative and departmental policies and procedures, to effectively communicate utility service standards, requirements, and costs to residential, commercial, and industrial customers. I provide information about refuse and recycling, including information and pricing on short- and long-term dumpster rentals and the requirements, regulations and the costs associated with them.
Utilizing our Eden software, I process customer sign-ups for new accounts, make changes to customer information (fees, changes in service) while maintaining confidentiality and account security, and routing appropriate tags to field personnel as needed.
I deal tactfully with the public, in person and by telephone, in situations where relations may be strained or difficult, for example I investigate and resolve customer problems and complaints concerning water, sewer, refuse, recycling services and billing by utilizing effective customer service techniques and researching the customer's history in our Eden software and communicating the results of my investigation in a timely and courteous manner.
I maintain computerized records of utility customer accounts and equipment. I also review records and forms for accuracy and completeness.
I assist customers in utilizing and troubleshooting our Online Biller Service,
I also educate customers on how to check for leaks on their property and how to read their water meters. I use my ability to read maps including the city's GIS, Google and other online maps in order to assist customers in finding their equipment and technicians in finding the properties they are being dispatched too.
Utility Billing was done completely in House (approx. 1997-2002) during that time it was my responsibility to audit the meter read edit list, uploading the information to the billing program, printing the bills, auditing the printed bills for errors, sorting the bills according to the Post Office regulations, using standard billing equipment to print fold and seal the bills for presorted bulk mail processing, delivering them to the post office. and maintaining the bookkeeping and records for our presorted Bulk Mail account with the Post Office. I also ran the CASS system monthly that checked the mailing addresses in our database for errors related to format and zip code and made corrections accordingly.
5/2011 to 10/2016 USR II
As a USR II I continue to perform the duties that are associated with a USR I along with the following additions:
I use the ability to understand and follow written and oral instructions to complete sanitation service orders by applying charges for billing after task completion and enter data into utility billing database on a daily basis in preparation for billing
I adjust customer accounts and perform journal entries to the Eden database changing fees and account types as necessary using business math to effectively analyze, process and control billing data.
I maintain the scheduled and emergency Water Main Shutdown Logs; entering data provided by Engineering or Distribution and notify the appropriate Fire Department and the Water Quality Lab when shutdowns begin and end.
I review customer requests for water leak rebates and determine the validity of the request. Based on the circumstances I will either deny the request and notify the customer on the phone or through business correspondence, utilizing proper grammar, spelling and punctuation as needed, or if approved I will process the request using the excel forms and formulas I created. to calculate the amounts due to the customer for the leak rebate. I also maintain these forms making sure they are updated to be in compliance with our current leak rebate policy and our current water rates using business math to effectively analyze, process and control billing data. Once the rebate is complete I enter the credit into the Eden database and inform the customer of the adjusted amount. I also train and review the work of my colleagues on this procedure having learned principals to effectively coordinate and review the work of others.
Using the Meter Shop database in addition to utility billing database I enter meter data from work order tags as needed for billing and I clear the receipt and billing registers using the standard practices and procedures of our on-line billing and business system applications.
I perform the daily and weekly file transfers between Customer Service and the bank; changing file formats as required for updating files. I investigate errors and resolve problems with the bank file
I perform the daily file transfers between Customer Service and our billing vendor; uploading files to the vendor for formatting, downloading files to Customer Service for review and capture, uploading files to vendor for printing.
I use my in-depth knowledge of payment processing and billing practices to investigate errors in customer billing and my knowledge of bookkeeping to correct those errors. I generate notices, and approve billing statements. I also compile and prepare data for miscellaneous reports processing detailed paperwork in accordance with specific procedures and policies.
I provide backup to the Utility Account Specialist by developing and reviewing the meter edit list from the Meter Shop and preparing work orders for the field and Meter Shop to review and resolve problems; I produce weekly 48-hour Notices.
I use my ability to maintain effective working relationships with the public by making collection calls, negotiate payments from customers, and develop customer payment schedules as necessary.
As a senior USRII I assist in training staff on various department tasks and procedures. this includes but is not limited to, training my colleges on leak rebate requirements and procedures, on how to look for anomalous readings in the meter read edit list, how to find data quickly by preforming searches in the Eden Utility Database, and on how to correct billing and customer accounts in the online billing database, While staff are learning these tasks I provide supervision and support so that they can quickly and efficiently learn our procedures and policies.
By maintaining effective working relationships with city staff I have been able to assist the Water Conservation Section in teaching water school during the recent drought crisis, focusing on educating the customer's attending on how to read their bills, their water meters and how to check for basic leaks. Along with our general polices regarding water usage during that time.
Working independently and following the Eden Interval Cycle Code Schedule I oversee the development and review of flags and associated tasks from the meter shop, I use judgment developed by working in the water department for nineteen years to evaluate which anomalous readings require further investigation and which are within our established parameters for normal variances in water usage. utilizing the effective working relationships I have developed with city staff I make sure that tags are followed up in a timely manner so that we stay within the billing deadline.
I generate the utility service bills in the database and transmit them to the billing vendor. I review and approve the files that are up- and down- loaded from vendor for accuracy and approve the bills for printing before the deadline
I use my effective customer service and troubleshooting techniques to interact with and provide solutions for customers who email or phone concerning problems with the online bill pay program. I provide them with technical support for making changes to their accounts and verifying that changes are made correctly.
I research complex customer financial problems, such as misapplied payments, incorrect billing and adjustments and provide solutions, verifying the facts, transferring payments, adjusting receipts, and calculating and applying the correct charges and entering the date into the utility billing database.
I process the closing bills and refunds weekly, Following the department procedures to ensure that billing and refunds are done correctly in a timely manner and forwarding the refund information to the Finance department.
Once a month I process accounts for transfer to our collection company, double checking to make sure that the customer's forwarded.to collection have not made payment arrangements and confirming the appropriate communication has been attempted prior to reporting.
I assist the Utility Supervisor by preforming technical backup duties as required
Companies Worked For:
Job Titles Held:
Where can I find a Naturalizer Shoes Assistant Manager resume example in Santa Cruz, California ?
This is an actual resume example of a Assistant Manager. LiveCareer’s Resume Directory contains real resumes created by subscribers using LiveCareer’s Resume Builder.
© 2019, Bold Limited. All rights reserved.