Ariana Rodriguez
Jacksonville,NC
Summary
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
Languages
Spanish
Professional
References
References available upon request.
Timeline
Safety Valve Staff Support Administrator
Aquarion Water Company
01.2018 - Current
Collections Representative
Aquarion Water Company
01.2017 - 01.2018
Customer Service Representative
Aquarion Water Company
01.2015 - 01.2017
Team Lead
Affinion Group
01.2008 - 01.2015
Customer Service Representative
Affinion Group
01.2004 - 01.2008
Associates of Science Degree - Criminal Justice
Lincoln College of New England
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