Amarilys Marrero
St. Cloud,FL
Summary
Customer service advocate with 12 years in utility operations, specializing in complex billing issues and escalated complaints. Demonstrates expertise in cash reconciliation, compliance, and delivering exceptional customer experiences while mentoring team members to enhance service quality.
Overview
2
2
Languages
16
16
years of professional experience
Work History
Customer Service Advocate
Toho Water Authority
09.2013 - Current
- Delivered leadership-level customer support, resolving complex billing concerns, escalated complaints, and sensitive account issues to ensure positive customer experience.
- Guided customers and team members on billing procedures, payment options, account adjustments, and service policies, enhancing overall service effectiveness.
- Assist customers with account setup, transfers, disconnects, payment arrangements, billing disputes, and service requests.
- Resolved complex customer account discrepancies through detailed review of account history, payment records, consumption data, and service activity.
- Investigate delayed or missing payments and deposits, ensuring timely resolution and proper documentation.
- Approve account adjustments in accordance with company policies and procedures.
- Process high-volume customer payments while maintaining accuracy, accountability, and compliance with financial controls.
- Prepare and review daily bank deposit reports and investigate discrepancies involving payments, deposits, and transaction records.
- Perform daily cash reconciliation, including balancing cash drawers, verifying deposits, and validating transaction journals within the customer information system.
- Coordinate front lobby opening and closing procedures to ensure operational readiness and adherence to safety and cash handling requirements.
- Conduct cash drawer audits and periodic audits of coin vaults and secured cash storage areas.
- Monitor cash inventory and coordinate replenishment to maintain proper operational needs.
- Review consumption history and meter information to assist with leak investigations, billing concerns, and high-usage inquiries.
- Create and manage service work orders, including leak investigations, meter checks, and field service requests.
- Collaborate with field operations, finance, and other departments to resolve customer concerns efficiently.
- Support team operations by sharing knowledge, assisting with problem resolution, and helping maintain service standards.
- Maintain accurate customer records while ensuring confidentiality and compliance with company policies.
- Serve as a supervisor backup when supervisors are unavailable by assisting with daily operations, supporting team members, addressing escalated concerns, and helping ensure service standards are maintained.
- Provided notary services to support customers with essential documentation needs. and lien searches as needed.
Valet Dispatcher
Bags and Cars
Lake Buena Vista
08.2010 - 09.2013
- Coordinated daily valet operations, enhancing vehicle retrieval speed and customer satisfaction.
- Addressed customer requests and resolved concerns promptly, contributing to positive guest experiences.
- Managed multiple priorities to deliver consistent, professional service to all guests.
- Organized vehicle keys and maintained operational accuracy.
- Managed cash transactions and maintained accurate records.
Education
Associate Degree - Criminal Justice
Keiser University
Orlando, FL06-2009
High School Diploma -
Harmony High School
Harmony, FL05-2007
Skills
- Payment handling
- Account adjustments
- Cash balancing
- Call center experience
- Customer service
- Problem solving
- Conflict resolution
- Team support
Languages
English
Full Professional
Spanish
Full Professional
Timeline
Customer Service Advocate
Toho Water Authority
09.2013 - Current
Valet Dispatcher
Bags and Cars
08.2010 - 09.2013
Associate Degree - Criminal Justice
Keiser University
High School Diploma -
Harmony High School