Brielle Hamilton
Summary
Customer operations leader with over 8 years in utility operations, adept at enhancing billing accuracy and customer satisfaction. Proven ability to leverage data analysis and performance monitoring to drive continuous improvement initiatives and operational excellence.
Overview
9
9
years of professional experience
Work History
Customer Operations Senior Supervisor – Power Billing
Public Service Electric & Gas (PSE&G)
South Plainfield
09.2022 - Current
- Managed power billing operations, supervising diverse team of MAST and Union personnel to ensure billing accuracy and compliance.
- Leveraged data analysis and account auditing tools to identify and resolve complex systemic billing errors, enhancing operational effectiveness.
- Utilized operational scorecards and benchmarking data to monitor team performance and streamline workflows
- Streamlined workflows to enhance overall operational effectiveness.
Customer Operations Senior Supervisor – Customer Payment Processing Center
Public Service Electric & Gas (PSE&G)
South Plainfield
04.2021 - 09.2022
- Oversaw high-volume payment processing operations, ensuring timely and secure transactions for customer accounts.
- Led a team of 8 union employees in daily operations.
- Reviewed employee performance, providing feedback and coaching to enhance team effectiveness.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Created monthly reports to track progress towards operational goals.
- Managed vendor relationships with Mavro and OPEX, ensuring service quality and compliance with software updates.
Customer Operations Supervisor (Includes Rotational Role)
Public Service Electric & Gas (PSE&G)
South Plainfield
03.2019 - 04.2021
- Spearheaded real-time problem-solving initiatives, improving customer satisfaction and increasing billing transparency.
- Contributed to utility culture initiative team, promoting workforce diversity, equity, and inclusion.
Business Management Associate
Public Service Electric & Gas (PSE&G)
South Plainfield
09.2017 - 02.2019
- Compiled data-driven insights and presentations for senior leadership to support strategic operational decisions.
- Presented findings in comprehensive reports to inform long-term planning.
- Identified improvement opportunities through detailed account examinations, enhancing overall customer satisfaction.
- Conducted deep-dive data analysis on customer accounts
- Collaborated with vendors on system improvement projects, ensuring alignment with operational goals.
Education
Master of Business Administration -
Southern New Hampshire University
Manchester, NH12-2021
Bachelor of Science - Biological Sciences
Rutgers, The State University of New Jersey
Piscataway, NJ12-2015
Skills
- Customer billing and payment processing
- Solar energy expertise
- Data analysis and benchmarking
- Documentation and reporting
- SharePoint and SAP
- Microsoft Word, Excel, and PowerPoint
- Analytical thinking
- Interpretation and problem-solving
- Employee management
- Organizational skills
- Diverse team collaboration
- Verbal and written communication
- Goal orientation
Training Project Team Experience Achievements
- Innovation Training, Virtually, 03/22
- GROW Program, Virtually, 10/21-06/22
- Utility Culture Initiative Team, Virtually, 04/21-Current
- Supervisor Academy, Virtually, 09/20-12/20
- JD Power, Virtually, 2018-Current
Timeline
Customer Operations Senior Supervisor – Power Billing
Public Service Electric & Gas (PSE&G)
09.2022 - Current
Customer Operations Senior Supervisor – Customer Payment Processing Center
Public Service Electric & Gas (PSE&G)
04.2021 - 09.2022
Customer Operations Supervisor (Includes Rotational Role)
Public Service Electric & Gas (PSE&G)
03.2019 - 04.2021
Business Management Associate
Public Service Electric & Gas (PSE&G)
09.2017 - 02.2019
Master of Business Administration -
Southern New Hampshire University
Bachelor of Science - Biological Sciences
Rutgers, The State University of New Jersey