Akeia Clarke

• Investigates and processes 70-200 exception accounts daily, ensuring accurate billing and service order management. • Collaborates with Field Operations to verify readings, detect leaks, and maintain billing accuracy. • Manages high-value adjustments exceeding $100K, correcting billing and consumption history when necessary. • Leads training for the Exceptions Team, enhancing efficiency in out-of-cycle account processing. • Utilizes KUBRA to analyze flagged bills, correct discrepancies, and prevent billing errors. • Conducts fraud investigations, working with legal and collections teams to ensure compliance. • Provides cross-departmental reports, analyzes weather data for billing adjustments, and resolves escalated IssueTrak complaints.

• Serves as an Acting Supervisor when needed, demonstrating strong leadership and problem-solving skills. • Assists with special projects, including Project 2K and the Never Billed Report. • Acts as a Subject Matter Expert (SME), offering guidance to team members and internal stakeholders.

• Investigated and resolved High Level Escalations received from the Director’s Office, CAO’s Office, City Council, and the Mayor’s Office. Researched account information and performed account adjustments and made corrections where necessary. Responsible for tracking and logging issues throughout the investigative process until issues were resolved. Also responsible for responding to escalations received via email, phone call, or written correspondence. Provided Customer Service Administrator and Executive Offices with notification of resolution.
• Collected leave applications, Time Collection Log Sheets, and overtime figures for Customer Care Center and Customer Service Leadership Staff. Documented all Leave Applications, including FMLA and LWOP forms, and submitted to Payroll Personnel. Compiled Overtime Explanation Reports using Microsoft Excel for Finance Operations Accountant.
• Contacted internal and external consumers to assist with account inquiries and basic billing questions (i.e. providing bill payment options, and/or providing account balances along with invoice due dates).

Made contact and scheduled interviews with selected applicants who applied for positions within the DPU Customer Service Division.

Organized travel expense materials and drafted Expense Reports for Operations Manager, forwarding to designated Finance personnel for approval.

Compiled Broadband movement reports and requests for Customer Service Center Specialists and Leadership Staff and drafted approval letters.

Collected all necessary data from a number of departments within the Customer Service Division (i.e. Customer Care Center, Revenue and Recovery, Billing Operations, and Logistics) to draft the Director’s report of statistics. Responsible for monthly recording and submission of the aforementioned report to the Director of Public Utilities.

Executed business purchases using an assigned Procurement Card for various departments within DPU Customer Service Division. Maintained records of purchases by collecting invoices and monitored transactions in Bank of America Works system, providing necessary details for accurate accounting.

• Assisted customers with utility inquiries and service requests.
• Resolved billing issues and provided account information to residents.
• Educated customers on utility programs and services available.
• Collaborated with team members to improve customer service workflows.
• Addressed customer complaints with empathy and effective problem-solving skills.
• Provided exceptional customer service to ensure customer satisfaction.
• Resolved customer complaints promptly and efficiently.