Angela Zeisig
Norton,Ohio
Summary
Gas-industry professional with 16 years of experience demonstrating excellent leadership, problem resolution, analytical, and communication skills. Consistently exceeds performance expectations and is recognized for delivering exceptional results.
Overview
24
24
years of professional experience
Work History
Supervisor, Customer Contact Operations
Enbridge Gas Ohio
Cleveland , OH
2021.06 - Current
- Oversaw a team of 16 union workers, ensuring adherence to high productivity and quality benchmarks.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions in compliance with the collective bargaining agreement.
- Conducted regular performance evaluations, providing constructive feedback and setting individual goals.
- Identified opportunities for process improvements, leading to cost reductions and increased productivity.
- Developed and delivered content on EGO credit policies and procedures to diverse stakeholder groups, such as the ODOD, Salvation Army, and Local HEAP vendors.
- Played a key role in contributing to the success of the PUCO Customer Service Audit by demonstrating expertise and knowledge.
- Contributed significantly to the implementation of a 24/7 call center, dedicated to handling gas emergency calls.
- Contributed to the development of written training content for various ISC departments, while also facilitating face-to-face presentations and administering mini-courses.
Permitting & Restoration Control Specialist
Enbridge Gas Ohio
Akron , OH
2019.12 - 2021.06
- Facilitated communication and coordination between municipalities and DEO Design and Construction for scheduled gas line projects.
- Collaborated closely with Design Groups, PPT, PSTAC, and Construction to ensure timely acquisition of jurisdictional permits aligned with project construction schedules.
- Reviewed municipal/jurisdiction permit language, adding necessary information and stamping a disclaimer before management sign-off.
- Enhanced efficiency of ISC by deploying software that aids in the identification of Springside projects, thereby expediting complaint resolution.
- Assisted in creating and implementing a restoration complaint database for tracking all Springside complaints.
- Cultivated relationships with ISC, Project Managers, and Construction Contractors to effectively resolve customer complaints.
- Engage cross-functionally: Communicated with PPT and Design teams frequently to ensure future DEO planned projects are being scheduled to avoid known conflicts with jurisdictional construction projects.
- Assisted with third-party construction plan submittal and review process by answering customer inquiries regarding easement restrictions, landscaping/fence guidelines, and excavating activities.
Customer Relations Lead Specialist
Enbridge Gas Ohio
Akron , OH
2015.01 - 2019.01
- Led a team of 12 Customer Relations Specialists, acting as their primary contact for policy or procedure-related queries and escalations.
- Successfully organized and guided Energy Assistance meetings engaging different groups including management, union employees, and local social service agencies.
- Played an integral role in developing and launching a new complaint database and reporting system for the department.
- Provide training, guidance, and mentorship for team members, as well as the entire department.
- Performed account audits to guarantee team members' compliance with PUCO regulations.
- Established reputation as a subject matter expert in key areas such as PIPP, Billing, Credit, and Unauthorized Usage.
- Created a diverse range of 25 job-aid documents to enhance training, coaching, and backup assistance.
- Investigated programming issues related to PIPP Plus, landlord/tenant guidelines, non-sufficient fund noticing, and payment hierarchy; implemented effective solutions for improved compliance.
Customer Relations Specialist
Enbridge Gas Ohio
Akron , OH
2008.01 - 2015.01
- Assisted customer with questions and concerns related to PUCO complaints, billing, payments, unauthorized usage, website, credit, and gas emergencies.
- Utilized problem-solving and active listening skills to diffuse difficult customer situations and produce productive outcomes.
- Demonstrated independent decision-making ability, using tact and good judgment while under pressure.
- Identify, research, and resolve customer issues by utilizing multiple call center support applications.
- Entered new residential and commercial applications, and guided the customer through the construction process.
- Manage Cut and Abandon Service Line work, Credit DNZ, and additional Service Line/Construction work.
Senior Team Leader/District Trainer
Target Corporation
Streetsboro, Ohio , OH
2007.01 - 2008.06
- Awarded title of District Trainer for outstanding level of service in the Senior Team Leader role.
- Analyzed accident and incident reports for trends and made recommendations to departments to correct unsafe conditions and actions.
- Provided effective performance feedback, coaching, and corrective action plans for a staff of 20 employees.
- Conducted training for new team members.
Sales Floor Team Member
Target Corporation
Cuyahoga Falls , OH
2000.12 - 2007.01
- Maintained company brand and appearance standards while working in a fast-paced environment.
- Served as the knowledge point of contact for team members and the first point of escalation for customers.
- Acquired customer service skills by assessing and fulfilling client needs.
Education
Bachelor of Arts and Science - Finance
Kent State University
Kent, Ohio12.2009
Skills
- Effective Communicator
- Interpersonal skills
- Self-motivated
- Quick learner
- Staff Management
- Complex Problem-Solving
- Call Center Operations
- One Call Resolution
Timeline
Supervisor, Customer Contact Operations
Enbridge Gas Ohio
2021.06 - Current
Permitting & Restoration Control Specialist
Enbridge Gas Ohio
2019.12 - 2021.06
Customer Relations Lead Specialist
Enbridge Gas Ohio
2015.01 - 2019.01
Customer Relations Specialist
Enbridge Gas Ohio
2008.01 - 2015.01
Senior Team Leader/District Trainer
Target Corporation
2007.01 - 2008.06
Sales Floor Team Member
Target Corporation
2000.12 - 2007.01
Bachelor of Arts and Science - Finance
Kent State University
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