ANGELA GATELY
Middleboro,MA
Summary
Customer service and billing professional with over 26 years of experience supporting customers both directly and behind the scenes. Highly skilled in complex account resolution, cross-department collaboration, and regulatory compliance, with a proven ability to train staff, support leadership, and ensure accuracy in high-volume environments.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Senior Billing Associate
Columbia Gas of Massachusetts
06.2008 - 10.2020
- Reviewed, corrected, and processed billing discrepancies to ensure accurate customer accounts
- Worked closely with multiple departments to resolve complex billing and service issues
- Communicated with the Department of Public Utilities (DPU) on regulated billing matters
- Served as Backup Supervisor when needed
- Trained new employees on billing systems, compliance, and customer communication
Senior Billing Associate
Eversource Energy
10.2020 - Current
- Investigate, correct, and resolve complex billing issues to ensure customer accuracy and compliance
- Collaborate with multiple internal departments including operations, field services, and regulatory teams
- Work directly with the Department of Public Utilities (DPU) regarding billing and regulatory matters
- Serve as Backup Supervisor, providing leadership and workflow support when management is unavailable
- Train and mentor new and existing employees on billing systems, procedures, and customer service best practices
- (Company acquired Columbia Gas of Massachusetts)
Union Chief Steward
Columbia Gas of Massachusetts & Eversource Energy
01.2010 - Current
- Enforce and interpret union contracts to ensure compliance by both management and employees
- Represent union members in workplace matters, disputes, and disciplinary actions
- Work directly with Labor Relations to resolve grievances and contractual issues
- Advocate for fair treatment, policy adherence, and employee rights
Server
Red Robin Restaurant
06.2008 - 08.2021
- Provided excellent customer service in a fast-paced dining environment
- Took orders, delivered food and beverages, and ensured customer satisfaction
- Assisted fellow servers, hosts, and bartenders to maintain smooth operations
Education
Medical Assistant Certification -
Salter School
01.2004
Diploma - undefined
Middleboro High School
Middleboro, MA01.2001
Skills
- Customer Service
- Billing Resolution
- Regulatory Compliance (DPU)
- Account Corrections
- Microsoft Office
- Outlook
- SAP S/4HANA (Omni)
- Meter Management System (MMS)
- Data Entry
- Customer Communication
- Field Technician Support
- Training & Mentoring
- Union Relations
- Contract Compliance
- Problem Solving
- Multitasking
- Customer Correspondence
- Sending Customer Letters
- Customer Account Management
- Data Accuracy
- Regulatory Documentation
- Organized
Certification
- Medical Assistant Certification
- Union Chief Steward Certification
- CPR, First Aid, and AED Certified
- Certified Trainer for CPR, First Aid, and AED
Timeline
Senior Billing Associate
Eversource Energy
10.2020 - Current
Union Chief Steward
Columbia Gas of Massachusetts & Eversource Energy
01.2010 - Current
Senior Billing Associate
Columbia Gas of Massachusetts
06.2008 - 10.2020
Server
Red Robin Restaurant
06.2008 - 08.2021
Diploma - undefined
Middleboro High School
Medical Assistant Certification -
Salter School