Anhaleia Garrison
Hillsboro,OR
Summary
Highly motivated and detail-oriented individual, driven by a passion to excel as a Prereq/Permit Coordinator. With a keen eye for detail, exceptional organizational skills, and a positive attitude, I am dedicated to leveraging my abilities to ensure efficient and seamless coordination of permits.
Overview
9
9
years of professional experience
Work History
Senior Coordinator
PGE
05.2023 - Current
- Coordinate service installations, upgrades, and repairs using Maximo, GIS, and Customer to Meter (C2M) application.
- Liaise between customers, Crew Coordination, Project Managers, and Field Crews to schedule appointments and resolve time-sensitive issues.
- Manage service inquiries via phone, email, and PowerPartner, providing accurate information and troubleshooting assistance.
- Continuously refine and optimize business processes within Knowledge Management to enhance efficiency and effectiveness.
System Implementation Subject Matter Expert
PGE
08.2021 - 05.2023
- Collaborated with cross-functional teams and developers to provide extensive knowledge and expertise of business practices for development of Oracle's Customer 2 Meter application (C2M).
- Assisted in investigating and documenting business requirements in accordance with SOX compliance.
- Conducted thorough testing of system functionality to identify business process gaps and defects.
- Authored and refined 200+ Knowledge Management articles utilized to document complex business processes for end-users.
Customer Service Lead Advisor / Customer Relations
PGE
01.2020 - 05.2023
- Utilized strong communication and problem-solving skills to provide exceptional customer service during escalated calls.
- Provided informal leadership and guidance to advisors, offering assistance with complex customer service requests.
- Investigated and resolved challenging inquiries originating from various departments throughout the organization by phone call and email.
- Work with Planned Outage Coordinators to communicate with customers about scheduled outage work.
Property Management Touchpoint Project
PGE
04.2019 - 10.2019
- Assisted in development and implementation of guided self-service solutions tailored for Property Managers, a vital demographic within PGE's customer base known for their intricate requirements.
- Contributed to enhancing security protocols for customer data by introducing standardized Customer Authorization Forms.
- Enhanced Interim Billing and Property Management procedures for Business Services advisors, leading to reduction in turnaround time.
- Took part in providing additional training sessions for advisors focused on third-party verification techniques.
Quality Assurance /Knowledge Management Specialist
PGE
08.2018 - 06.2019
- Conducted audits and evaluations of customer service interactions to ensure compliance.
- Consistently provided positive and constructive feedback to employees to help improve quality of their customer experiences.
- Documented business processes and procedures, including call scripts, troubleshooting guides, and FAQs, to support staff training and consistency in service delivery.
- Analyzed customer service data and feedback to identify trends and process improvement.
Customer Care & Billing System Trainer
PGE
08.2017 - 08.2018
- Designed and delivered dynamic lesson plans used to effectively train staff at all levels on more than 20 courses for a new Customer Information System, CC&B.
- Collaborated with Business Analysts, Business Process Owners, Leadership, and fellow trainers to ensure highest quality of training.
- Acted as a mentor, offering participants constructive feedback and positive reinforcement to foster continuous process improvement.
- Enhanced trainee engagement through interactive workshops, hands-on activities, and gamification.
Customer Service Communications
Portland General Electric
02.2017 - 01.2020
- Responded to customer inquiries and requests via email in a timely and professional manner.
- Prepared detailed Itemizations and Tax Letters, demonstrating efficiency with complex financial data.
- Processed Interim Billing and Property Management Agreement requests.
- Provided expert troubleshooting and resolution assistance for customers encountering issues with online services.
Customer Service Advisor
PGE
07.2015 - 02.2017
- Assisted residential customers with billing inquiries, service requests, and account management.
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Supported onboarding of new employees by providing coaching, mentoring, and constructive peer level feedback during New Hire Support.
- Consistently elevated skill level through proactive acquisition of further knowledge in PGE's business practices and procedures.
Education
High School Diploma -
Tigard High School
Tigard, OR01.2012
Skills
- Collaborative spirit
- Project Management
- Proficient in Maximo
- Organization & Prioritization
- Microsoft Office (Excel, Word, PowerPoint, etc)
- Strong communication skills, written and oral
Timeline
Senior Coordinator
PGE
05.2023 - Current
System Implementation Subject Matter Expert
PGE
08.2021 - 05.2023
Customer Service Lead Advisor / Customer Relations
PGE
01.2020 - 05.2023
Property Management Touchpoint Project
PGE
04.2019 - 10.2019
Quality Assurance /Knowledge Management Specialist
PGE
08.2018 - 06.2019
Customer Care & Billing System Trainer
PGE
08.2017 - 08.2018
Customer Service Communications
Portland General Electric
02.2017 - 01.2020
Customer Service Advisor
PGE
07.2015 - 02.2017
High School Diploma -
Tigard High School