April Davis
Los Angeles,CA
Summary
Customer Service Representative at LADWP, committed to enhancing customer satisfaction through expert resolution of conflicts and critical thinking. Skilled in data entry and active listening. Improved user experience and fostered positive relationships, demonstrating a commitment to excellence and efficiency in fast-paced environments. Committed to ensuring customer satisfaction by providing excellent service and support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
18
18
years of professional experience
Work History
CUSTOMER SERVICE REPRESENTATIVE - ASU CYCLE BILLER
Los Angeles Department Of Water & Power
09.2022 - Current
- Processes billing corrections and adjustments including billing requests for meter exchanges, and researches and resolves account irregularities
- Completes Pending Orders
- Completes High/low Readers for System to issue opened cycle bills overnight
- Completes SYSUSERS for trapped bills to ensure bills are ready for release with no errors
- Completes billing instructions from Field Investigators
- Processes system and manually generated exceptions (To Do's)
- Supports other representatives in all Billing functions
Performs other related duties - Process solar accounts for billing
Customer Service Representative - CCC
Los Angeles Department Of Water & Power
02.2016 - 09.2022
- Received and executed orders from customers for electric and water service.
- Work effectively in fast-paced environments.
- Obtained customer service information and updated information on Customer care and Billing (CCB)
- Provided billing and accounting information to customers and employees.
- Set-up payment arrangements and extensions for payments.
- Reviewed information provided by credit bureaus to determine if deposit is necessary.
- Prepared To Do's for review by billing unit
- Submitted Field Investigation requests.
- Collaborated with staff members to enhance customer service experience and exceed team goals at team/safety meetings.
- Paid attention to detail while completing customer requests.
- Met customer call guidelines for service levels, handle time and productivity.
- Address customer concerns, while demonstrating empathy, and resolving problems.
- Assisted customers in navigating company website regarding products and services offered, online account set-up, start & stop request, online payments and improving overall user experience.
- Educated customers about billing, payment processing and support policies and procedures.
- Provide conservation tips, identify customer needs to refer to special assistance programs
- Developed and maintained courteous and effective working relationships.
- Worked flexible hours across night, weekend, and holiday shifts.
- Demonstrate respect, friendliness and willingness to help wherever needed.
- Excellent communication skills, both verbal and written.
- Address customer inquiries to ensure satisfaction and foster positive service experience.
Eligibility Worker II
Los Angeles County Dept of Public Social Services
07.2006 - 02.2016
- Interviews applicants or participants receiving public assistance to obtain financial and other eligibility data and assists applicants or participants in completing the necessary documents for the initiation, continuation, or modification of benefits.
- Explains provisions of the various public assistance programs, applicable federal and state regulations, county policies, legal rights and responsibilities of persons applying for or participating in public assistance programs.
- Advises participants of sanctions for non-compliance with the terms and conditions of initiating and continuing benefits.
- Reviews and analyzes financial and eligibility information to determine initial or continuing eligibility for one or more public assistance programs, e.g. CalWORKs, General Relief, CalFresh, Medi-Cal or others.
- Contacts individuals, agencies, insurance companies, schools and other relevant institutions to verify or clarify information provided to resolve discrepancies.
- Analyzes available information and make appropriate disposition recommendations.
- Computes benefits for eligible applicants or participants of public assistance programs to determine whether funds can be authorized for special needs; initiates and updates program participants' financial information.
- Organizes, monitors and prioritizes assigned cases to ensure required case records and documents are properly filed, processed, verified and updated within specific time limits to meet the deadlines established by legislation and regulations.
- Makes preliminary assessment of applicants or program participants' social situation to determine potential problems for appropriate referrals to social service staff.
- Refers applicants or program participants to appropriate County departments, community-based organizations, and other agencies for services and resources to address their immediate and long-term needs.
- Prepares the forms necessary for entering participant's financial and biographical data into the computer system; review computer generated data reports to verify and ensure data entered are accurate.
- Searches various income and eligibility related computer databases to ascertain whether the applicants or participants of the programs are receiving income from other sources of public assistance aids or programs, and to verify eligibility status.
- Follows existing criteria in identifying suspected cases of welfare fraud for referrals to the Welfare Fraud Prevention and Investigations unit.
- Maintained 500 + caseload
- Performed duties for Intake, and Approved Units
Education
High School Diploma -
Susan Miller Dorsey High
Los Angeles, CA06.1985
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Call center experience
- Computer Proficiency
- Conflict Resolution
- Professional telephone demeanor
- Follow-up skills
- Building rapport
- Assertiveness
- Reading Comprehension
Timeline
CUSTOMER SERVICE REPRESENTATIVE - ASU CYCLE BILLER
Los Angeles Department Of Water & Power
09.2022 - Current
Customer Service Representative - CCC
Los Angeles Department Of Water & Power
02.2016 - 09.2022
Eligibility Worker II
Los Angeles County Dept of Public Social Services
07.2006 - 02.2016
High School Diploma -
Susan Miller Dorsey High
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