Amber Garcia
Romeoville,IL
Summary
Focused customer service and operations specialist professional dedicated to meeting and exceeding customer and company expectations by delivering industry-leading support. Skilled with good problem-solving, multitasking, and research abilities. Background in the "one call resolution", customer conflict, and field roles with high-volume customer demands. Outstanding communicator offering strong phone etiquette and active listening skills.
Overview
10
10
years of professional experience
Work History
Operations Specialist Distribution Local Dispatch
Peoples Gas/WEC
09.2021 - Current
- Analyze piping infrastructure and review trends to request accurate permits to resolve any below ground work
- Lead teammates through mentoring and training newer employees
- Build relationships with shop leadership, union personnel, and Operations supervisors, through identifying areas of concern and make suggestions for areas of improvement
- Provide daily recap reports and host a weekly meeting to give understanding on North Shops workload
- Manage several workloads to ensure the shop meets the ICC compliance requirements ex
- Valve/leak rechecks, service renewals, reconnects, a variety of cutoffs, etc
- Track individual workloads of each Zone/General Supervisors; giving reminders on upcoming due dates and permit expiration dates, to exceed the customer service, and company standards, and refrain from over spending budgets
- React timely to emergency situations, by creating work orders/ field orders when needed, and provide support through investigating in various web applications
- Improvement of social, people, and customer service skills through the frequent and regular contact with customers, union employees, and non-union employees.
Operations Specialist Demolition/ Paving
Peoples Gas/WEC
01.2020 - 01.2021
- Created numerous spreadsheets and reports of upcoming demolition and paving projects
- Analyzed Navigate to determine pipe infrastructure and status to safely proceed with demolition
- Knowledge in Navigate, Google Maps, and Atlas pages to determine location and status of Company Vaults and Valves to adjust for paving to commence
- Responded to various calls/emails from customers, contractors, and employees to advise of procedures and provide updates on completed work
- Worked under minimal supervision, relying on experience and judgment to plan and accomplish goals for paving and demolition projects
- Maintained good relationship between contractors and Demolition companies by providing the highest standards of customer service
- Appointed by management to take over demolition workload with little to no training and in charge for creating training material and providing feedback for demolition process.
Operations Specialist (As-builting)
Peoples Gas/WEC
01.2019 - 01.2020
- Frequent use of regulatory codes in As-builting all types of work requests such as cut offs, retires, turn ons, etc
- Handled all of the service ticket processing for O&M and Capital work By using PFIELD, Navigate, WMIS/Maximo, and Open C
- Conducted reviewed and verified service tickets by utilizing multiple applications, to ensure information submitted is in accordance with company standards
- Performed record corrections and system updating based on field work submittal by crew leaders
- Utilized customer information system to input/update service pipe changes to reflect in Open C, and provided shops with coaching opportunities when info was missing.
Call Center Shift Leader
Peoples Gas/WEC
01.2018 - 01.2019
- Completed call monitoring and coaching (for both behavioral and analytical), for CSR’s
- Ran daily reports on Microsoft Excel of open contact forms, PIU’s, accuracy/coaching opportunities, work items, etc
- In the eRoom and sent the reports to the team leads on duty
- Completed “Hot Alerts”, “We Care Calls”, and “After Call Surveys” for CSAT reporting on a daily basis
- Facilitated training to the CSR’s such as IAM 2.0, Meter Sets, Navigate, etc
- Assisted all the Team Leaders with Quality Assurance, Customer Call Backs, Customer Escalations, etc
- Provide customers with clear communication practices to effectively handle inquires, complaints, and comments improve company policies/procedures
- Handled emergency calls and coordinated with dispatch to ensure the safety of our customers and employees
- SME in various trainings for new hires for improved job performance.
Call Center Rep/Escalation Team Member- Bilingual
Peoples Gas/WEC
01.2015 - 01.2018
- Assisted agents; such as mentoring and guiding with complex calls involving billing, service orders, etc
- Handled 100+ calls daily, and resolved customer complaints regarding billing, inquiries about field orders, and account explanations
- Reached out to other departments (i.e
- Credit & collection, dispatch, distribution) for the agents, if follow up needed to de-escalate any customer complaints
- Submitted Coaching opportunities to Team Leads for agents’ better understanding of materials
- Daily Rotation on Work Items/ Project Work involving bill adjustments and complex accounts, IVR, WEB, Unbilled accounts 65+ days, Meter Sets, Star Plan Payment Arrangements, and Expedited Appointment Request, etc
- Consistently prioritized customer satisfaction by actively listening to their needs, resolving issues promptly, and providing clear, concise information.
Education
High School Diploma -
Dr. Pedro Albizu Campos High School
Chicago, IL06.2014
Pursuing AAB -
Malcolm X College
Chicago, ILSkills
- Knowledge of compliance and regulatory due dates to meet ICC standards
- Ability to prioritize, manage time, work independently, solve problems
- Proficient in Open-C, Microsoft Office, WAM, Maximo, Navigate, PCAD, Power BI, etc and all skills required for processing service tickets and investigating customer inquiries
- Bilingual
- Experience in leadership and de escalation management
Timeline
Operations Specialist Distribution Local Dispatch
Peoples Gas/WEC
09.2021 - Current
Operations Specialist Demolition/ Paving
Peoples Gas/WEC
01.2020 - 01.2021
Operations Specialist (As-builting)
Peoples Gas/WEC
01.2019 - 01.2020
Call Center Shift Leader
Peoples Gas/WEC
01.2018 - 01.2019
Call Center Rep/Escalation Team Member- Bilingual
Peoples Gas/WEC
01.2015 - 01.2018
High School Diploma -
Dr. Pedro Albizu Campos High School
Pursuing AAB -
Malcolm X College
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