Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Safety Valve Staff Support Administrator
Aquarion Water Company
Bridgeport, CT
01.2018 - Current
Responsible for turning Safety Valve customer inquires into sales via phone through credit card
Provide Safety Valve customers with account status, plan changes, payment received
Follow up with customer inquiries in relation to renewal and claim questions through incoming calls, SV mailbox and voice mail
Promote Safety Valve Water, Sewer & Combo plan sales by having full knowledge of each plan’s service agreement as well as having knowledge to compare to other competing companies
Coordinate the transfer of payments and credits to the appropriate customer accounts in the event properties are sold
Create customer account and re-submissions; process new enrollments and renewals (name changes/address corrections, verifying credit card information, etc.) Process letters and refunds for ineligible accounts; issue credit card or check refunds
Update cancelled accounts
Maintains an electronic database of multiple customer form letters related to Safety Valve activity
Work with Safety Valve Field Coordinator to verify repair; update claim history; receive/process invoices for payment
Liaison with our Sewer Inspection Contractor to manage/coordinate weekly sewer inspections; call/send letters, refunds and inspection reports to customers
Serves as Customer Service focal point with our contractors to resolve minor customer issues
Create Purchase Requisitions for our contractors
Review invoices for accuracy, properly code GL/Cost Center numbers, get approvals to receive in SAP for timely payment
Provides Accounting month-end revenue for sewer plan and claims to match Accounting’s report
Review contractor’s monthly aging report/ balance payments to outstanding
Assist with annual budget process
Provides detailed weekly/monthly activity reports to VP HSV and Accounting; prepare monthly Gross Margin Reports for each Cost Center including revenue, expense detail, customer participation, customer counts, claim graphs/data
Various other duties as required and assigned to support team
Collections Representative
Aquarion Water Company
Monroe, CT
01.2017 - 01.2018
Pursue delinquent accounts due to AWC through contact with customers by telephone and/or correspondence
Work accounts assigned through a work list, such as priority customer, government & fire lines
Assist the Call Center with transfer calls related to Collection termination letters or as need to clear the phone lines
Negotiate reasonable payment arrangements with customers and follow up if default
Review daily reports for work that Service could not complete and determine next action
(Inoperable, can’t locate etc.) Schedule and dispatch collection notifications to the field Service person
Work closely with Contractors and AWC Service Department to ensure notifications are properly completed, assigned & dispatch the reconnect notification
Review SD & Final bills reports and determines which delinquent accounts require the escalated collection efforts with a Collection agency, attorney or transfer balance to active account
As needed review and schedule the daily shut report and determine which accounts will be terminated for non payment in CT,MA & NH
Update customer accounts with pertinent information related to collection activities
Refer unusual situations to the supervisor that pertain to Collections Strategy or other issue within CRM.
Other duties as assigned by the Collections Specialist and/or Supervisor of Collections.
Customer Service Representative
Aquarion Water Company
Monroe, CT
01.2015 - 01.2017
Receive and respond to all types of customer inquiries with regards to questions and problems on such matters as improper billing, water leaks, meter and remote malfunctions, dirty water, poor pressure, adjustments, final bills and other service-related issues
Properly account for all customer contacts in SAP system
Resolve customer complaints to ensure first-call problem resolution and customer satisfaction; arrange for field service or meter reading departments to perform work as necessary; ability to problem-solve and thoroughly research to successfully bottom problems
Verify and process changes of addresses, property transfers, foreclosures, and bankruptcies
Initiate phone calls and correspondence to customers with the ability to compose letters
Must be able to use a computer and converse over the telephone with customers
Basic math skills required to resolve billing-related matters
Self-starter with strong organizational skills
Occasional overtime and attendance at after-hours department staff meetings is required
Various other duties as required.
Team Lead
Affinion Group
Trumbull, CT
01.2008 - 01.2015
Provide leadership, motivate, develop, and coach a team of up 20 Contact Center Representatives
Monitor calls to observe representative demeanor and accuracy of information to ensure quality standards are met
Coaching representatives in a one to one format to improve and maintain individual and Contact Center performance
Evaluate representative via performance appraisals on an ongoing basis and addressing issues that may have a negative impact on the department – (Attendance, performance issues, break adherence) Effectively allocate department resources to achieve high employee utilization/productivity
Emphasize excellence, driving performance to meet and exceed all Contact Center goals – Average Handle Time, Cost Per Contact, Service Level, Average Speed of Answer, Contacts Per Hour Per Representative, and Quality
Analyze daily, weekly, and monthly reports to enhanced Contact Center efficiency
Visible and available to the representatives to provide support and ensure discipline
Keep direct reports updated with new company developments, events, and changes in policy and procedure
Handle escalated member/customer issues
Develop and implement departmental and team incentives and recognition programs
Assist with recruiting and interviewing of new hire applicants
Complete tasks a required by management
Handle Spanish Technical Support calls and emails.
Customer Service Representative
Affinion Group
Trumbull, CT
01.2004 - 01.2008
Respond professionally, accurately, and in a timely manner to customer inquiries via in-bound and out-bound calls and e-mail for various products, services, and clients
Inquires include but not limited to: Explain membership benefits; provide product information, and pricing
Place orders, respond to billing/credit issues, track orders and provide order status and delivery information
Up-sell member services and/or products
Assist with technical issues; verify credit, and identity fraud
Provide technical support
Provide full service and conduct multiple tasks when dealing with customers
Take ownership and initiative when dealing with customers, projects, and department improvements
Emphasize excellence, driving performance to meet and exceed all Contact Center goals – Average Handle Time, Cost Per Contact, Service Level, Contacts Per Hour, Average Speed of Answer, and Quality
Adjusted readily to changes in a fast-paced environment
Remain composed and professional during emotionally charged and stressful situations
Kept up to date on all new Contact Center policies and procedures
Completed tasks as requested by management.
Education
Associates of Science Degree - Criminal Justice
Lincoln College of New England
01.2012
Skills
Attention to Detail
Customer Service
Office Administration
Schedule Coordination
Program Oversight
Expense Monitoring
Recordkeeping and File Management
Expense Reporting
Reporting and Documentation
Troubleshooting and Diagnosis
MS Office
Decision-Making
Administrative Support
Certification
American Heart Association Healthcare Provider (CPR and AED), Southington, CT, 2019-05-01, 2021-05-01
American Heart Association Heart Saver First Aid, Southington, CT, 2019-05-01, 2021-05-01
<ul>
<li>Spearhead the management and oversight of the National Bio and Agro-Defense Facility (NBAF) project, a pivotal national asset developed in partnership with the U.S</li>
<li>Department of Agriculture (USDA) and the U.S</li>
<li>Department of Homeland Security (DHS)</li>
<li>Collaborate with USDA and DHS stakeholders to ensure a seamless transition of operations and mission capabilities from the aging Plum Island Animal Disease Center (PIADC) to NBAF, ensuring uninterrupted research, diagnostics, and training essential to national security</li>
<li>Lead the operational endurance phase, validating work processes and laboratory setups to guarantee compliance with the highest safety and biocontainment standards, particularly in biosafety level-4 (BSL-4) environments</li>
<li>Act as the hiring manager, conducting interviews and selecting high-quality employees to ensure the success of both DCA and NBAF</li>
<li>Serve as a subject matter expert pert for the payroll system Paychex, overseeing and approving payroll for 63 officers biweekly while managing paid time off and leave requests to maintain the security posture for the facility</li>
<li>Monitor project milestones, providing critical updates to senior management and stakeholders while ensuring alignment with USDA's mission objectives and federal guidelines</li>
<li>Direct the development and execution of strategic initiatives to facilitate efficient collaboration with federal partners, ensuring all laboratory operations adhere to regulatory requirements set forth by the Federal Select Agent Program (FSAP)</li>
<li>Foster a culture of excellence and professionalism within the team, emphasizing rigorous training, safety compliance, and operational integrity as key components of NBAF's mission to safeguard public health and the nation's food supply</li>
<li>Monitored budgeting activities by tracking expenditures and providing regular updates to management.</li>
<li>Analyzed existing processes within a department or organization in order to identify areas for improvement or increased efficiency.</li>
<li>Implemented quality control measures throughout each stage of a project's lifecycle.</li>
<li>Worked closely with senior managers to ensure that all projects were completed according to schedule.</li>
<li>Conducted research on potential vendors, suppliers, contractors and subcontractors for projects.</li>
<li>Provided administrative support to the Project Manager in order to facilitate successful project outcomes.</li>
<li>Prepared monthly progress reports summarizing key accomplishments achieved since the last report.</li>
<li>Trained junior staff on best practices for managing multiple projects simultaneously.</li>
</ul> at Defense Contracting Activity, LLC<ul>
<li>Spearhead the management and oversight of the National Bio and Agro-Defense Facility (NBAF) project, a pivotal national asset developed in partnership with the U.S</li>
<li>Department of Agriculture (USDA) and the U.S</li>
<li>Department of Homeland Security (DHS)</li>
<li>Collaborate with USDA and DHS stakeholders to ensure a seamless transition of operations and mission capabilities from the aging Plum Island Animal Disease Center (PIADC) to NBAF, ensuring uninterrupted research, diagnostics, and training essential to national security</li>
<li>Lead the operational endurance phase, validating work processes and laboratory setups to guarantee compliance with the highest safety and biocontainment standards, particularly in biosafety level-4 (BSL-4) environments</li>
<li>Act as the hiring manager, conducting interviews and selecting high-quality employees to ensure the success of both DCA and NBAF</li>
<li>Serve as a subject matter expert pert for the payroll system Paychex, overseeing and approving payroll for 63 officers biweekly while managing paid time off and leave requests to maintain the security posture for the facility</li>
<li>Monitor project milestones, providing critical updates to senior management and stakeholders while ensuring alignment with USDA's mission objectives and federal guidelines</li>
<li>Direct the development and execution of strategic initiatives to facilitate efficient collaboration with federal partners, ensuring all laboratory operations adhere to regulatory requirements set forth by the Federal Select Agent Program (FSAP)</li>
<li>Foster a culture of excellence and professionalism within the team, emphasizing rigorous training, safety compliance, and operational integrity as key components of NBAF's mission to safeguard public health and the nation's food supply</li>
<li>Monitored budgeting activities by tracking expenditures and providing regular updates to management.</li>
<li>Analyzed existing processes within a department or organization in order to identify areas for improvement or increased efficiency.</li>
<li>Implemented quality control measures throughout each stage of a project's lifecycle.</li>
<li>Worked closely with senior managers to ensure that all projects were completed according to schedule.</li>
<li>Conducted research on potential vendors, suppliers, contractors and subcontractors for projects.</li>
<li>Provided administrative support to the Project Manager in order to facilitate successful project outcomes.</li>
<li>Prepared monthly progress reports summarizing key accomplishments achieved since the last report.</li>
<li>Trained junior staff on best practices for managing multiple projects simultaneously.</li>
</ul> at Defense Contracting Activity, LLC
<ul><li>Direct Care & Individualized Support: Developed tailored Support and Care Plans for residents, achieving a 95% satisfaction rate by fostering trust and empowering residents towards self-sufficiency</li><li>Crisis Management & Behavior Monitoring: Reduced incidents by 40% through active monitoring and de-escalation techniques, promoting a safer environment for both residents and staff</li><li>Educational Planning & Activity Participation: Organized and led workshops on life skills, rights, and empowerment, supporting young people's educational and recreational engagement</li><li>Budget Oversight & Financial Planning: Managed resident-specific budgets, including clothing and recreational needs, ensuring compliance with financial plans and accurate documentation</li><li>Supervisory Role & Team Collaboration: Actively participated in staff meetings and supervision, contributing to a cohesive and supportive team environment</li><li>Health, Safety & Compliance: Conducted regular assessments to ensure all support services met safety standards, addressing issues such as sanitation, fire safety, and access to health services</li></ul> at McVerry Trust<ul><li>Direct Care & Individualized Support: Developed tailored Support and Care Plans for residents, achieving a 95% satisfaction rate by fostering trust and empowering residents towards self-sufficiency</li><li>Crisis Management & Behavior Monitoring: Reduced incidents by 40% through active monitoring and de-escalation techniques, promoting a safer environment for both residents and staff</li><li>Educational Planning & Activity Participation: Organized and led workshops on life skills, rights, and empowerment, supporting young people's educational and recreational engagement</li><li>Budget Oversight & Financial Planning: Managed resident-specific budgets, including clothing and recreational needs, ensuring compliance with financial plans and accurate documentation</li><li>Supervisory Role & Team Collaboration: Actively participated in staff meetings and supervision, contributing to a cohesive and supportive team environment</li><li>Health, Safety & Compliance: Conducted regular assessments to ensure all support services met safety standards, addressing issues such as sanitation, fire safety, and access to health services</li></ul> at McVerry Trust
<ul><li>Assist in preparing Subs Annual Budgets and reviewing Subs financial reports.</li><li>Provide support and training to partners to ensure adequate support for the program component.</li><li>Conduct partner technical supportive supervision on request basis from Grants & Compliance teams.</li><li>Coordinate grantee proposal review process and ensure compliance with solicitations and donor regulations.</li><li>Coordinate pre-award evaluations and assessments of potential grantees as needed.</li><li>Analyze, verify and review grantees proposal budgets to ensure donor compliance and reasonableness.</li><li>Coordinate the assessment of grantee risk and implement appropriate systems and agreements to minimize risk.</li><li>Ensure timely and appropriate close-out of sub-grants and coordinate the close-out of EGPAF prime grants.</li><li>Provide support and training to partners finance staff to build financial and accounting capacity to ensure adequate support for the program component.</li><li>Monitor partners’ spending patterns as part of the overall project budget to actual analytics.</li><li>Follow up on Grantee monthly invoices & supporting documents</li><li>Serve as an expert on applicable policies, procedures, rules, and regulations and assist staff with their interpretation and understanding of these.</li><li>Stays abreast of donor policies, procedures, rules and regulations and host country legal requirements and informs local and regional management of significant changes.</li><li>Perform internal departmental/grants reviews ensuring compliance with Foundation and donor requirements. Identify potential areas of compliance vulnerability and risk; assists with the development of corrective action plans for the resolution of problematic issues; and provides general guidance on how to avoid or deal with similar issues in the future</li><li>Conduct on-site financial compliance reviews which include: cash counts; review of accounts receivables including employee receivables; documentation of segregation of duties and internal control structure; document storage and retention</li><li>Document findings, propose improvements or change as relevant, disseminate findings and ensure follow up implementation of recommendations as well as resolution</li><li>Conduct random surprise checks and vendor verification reviews to ensure proper procurement procedures are being practiced and report on findings</li><li>Develops an effective Compliance & Ethics training program, including appropriate introductory training for new employees as well as ongoing training for all employees and managers</li><li>Assists with improving the awareness and understanding of compliance to assist employees with the establishment of a “culture of compliance”</li></ul> at Elizabeth Glaser Pediatric Aids Foundation<ul><li>Assist in preparing Subs Annual Budgets and reviewing Subs financial reports.</li><li>Provide support and training to partners to ensure adequate support for the program component.</li><li>Conduct partner technical supportive supervision on request basis from Grants & Compliance teams.</li><li>Coordinate grantee proposal review process and ensure compliance with solicitations and donor regulations.</li><li>Coordinate pre-award evaluations and assessments of potential grantees as needed.</li><li>Analyze, verify and review grantees proposal budgets to ensure donor compliance and reasonableness.</li><li>Coordinate the assessment of grantee risk and implement appropriate systems and agreements to minimize risk.</li><li>Ensure timely and appropriate close-out of sub-grants and coordinate the close-out of EGPAF prime grants.</li><li>Provide support and training to partners finance staff to build financial and accounting capacity to ensure adequate support for the program component.</li><li>Monitor partners’ spending patterns as part of the overall project budget to actual analytics.</li><li>Follow up on Grantee monthly invoices & supporting documents</li><li>Serve as an expert on applicable policies, procedures, rules, and regulations and assist staff with their interpretation and understanding of these.</li><li>Stays abreast of donor policies, procedures, rules and regulations and host country legal requirements and informs local and regional management of significant changes.</li><li>Perform internal departmental/grants reviews ensuring compliance with Foundation and donor requirements. Identify potential areas of compliance vulnerability and risk; assists with the development of corrective action plans for the resolution of problematic issues; and provides general guidance on how to avoid or deal with similar issues in the future</li><li>Conduct on-site financial compliance reviews which include: cash counts; review of accounts receivables including employee receivables; documentation of segregation of duties and internal control structure; document storage and retention</li><li>Document findings, propose improvements or change as relevant, disseminate findings and ensure follow up implementation of recommendations as well as resolution</li><li>Conduct random surprise checks and vendor verification reviews to ensure proper procurement procedures are being practiced and report on findings</li><li>Develops an effective Compliance & Ethics training program, including appropriate introductory training for new employees as well as ongoing training for all employees and managers</li><li>Assists with improving the awareness and understanding of compliance to assist employees with the establishment of a “culture of compliance”</li></ul> at Elizabeth Glaser Pediatric Aids Foundation