Caleb Cole
Customer Advocacy Manager
Cataula,GA
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Advocacy Manager
Columbus Water Works
Columbus, GA
07.2017 - Current
- Conducted performance evaluations, providing feedback and coaching for team development.
- Ensured compliance with regulatory requirements and industry standards.
- Resolved customer complaints and issues promptly, maintaining a positive brand image.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
- Trained employees on additional job positions to maintain coverage of roles.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Managed annual budgeting and forecasting, optimizing resource allocation.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Created monthly reports for senior management summarizing operational performance metrics.
Asset Management Specialist
Columbus Water Works
Columbus, GA
06.2015 - 07.2017
- Created reports detailing current asset status, changes, additions, and deletions from the system.
- Maintained relationships with vendors to facilitate timely repairs or replacements.
- Ensured compliance with regulatory requirements and industry standards.
- Verified the accuracy of asset data entered into the system.
- Investigated discrepancies in asset records and took corrective action when necessary.
- Conducted asset audits to ensure accuracy of records.
- Identified opportunities for process improvements within the Asset Management department.
- Evaluated existing systems and software solutions to determine their effectiveness in managing company assets.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our services.
CSO O&M Technician 2
Columbus Water Works
Columbus, GA
10.2013 - 06.2015
- Maintained high levels of alertness throughout shifts.
- Performed housekeeping duties to keep facilities clean and neat.
- Compiled and maintained data and records for permit reporting according to regulatory requirements and documented plant procedural and safety standards.
- Monitored plant supervisory control and data acquisition system (SCADA), calibrated gauges, meters and controls and recorded readings for next shift.
- Adjusted processes in response to changing environmental conditions or system needs.
- Sampled and tested wastewater, applied chemical dosing, received chemical shipments, and performed wastewater plant preventive maintenance and minor corrective maintenance.
- Coordinated activities between multiple departments within the organization when responding to emergencies resulting from natural disasters affecting water resources.
Education
Some College (No Degree) - Business Management
Troy University
Troy, ALSkills
- Staff training and development
- Regulatory compliance
- Project planning
- Emergency response
- Cross-functional team management
- Task delegation
- Policy implementation
- Cross-functional teamwork
- Customer relationship management (CRM)
- Team leadership
Affiliations
- Husband and farther of 2
- Numismatist
- Reading
- Art
Accomplishments
- 2015 Top Wastewater Operator of the year.
- Level 3 Servant Leadership Graduate.
- Level 2 Water Track Graduate .
- Columbus Water Works Executive Development Program Graduate.
- Level 2 GAWP Leadership Academy Graduate.
Certification
- Georgia Class 1 Wastewater Operator License
- Georgia Water Distribution Operator License
- Georgia Backflow Prevention Assembly Tester License
- Georgia Qualified Water Loss Auditor License
- GAWP Maintenance Technologist Class 3 License
- Advanced Root Cause Analysis Team Leader
References
References available upon request.
Timeline
Customer Advocacy Manager
Columbus Water Works
07.2017 - Current
Asset Management Specialist
Columbus Water Works
06.2015 - 07.2017
CSO O&M Technician 2
Columbus Water Works
10.2013 - 06.2015
- Georgia Class 1 Wastewater Operator License
- Georgia Water Distribution Operator License
- Georgia Backflow Prevention Assembly Tester License
- Georgia Qualified Water Loss Auditor License
- GAWP Maintenance Technologist Class 3 License
- Advanced Root Cause Analysis Team Leader
Some College (No Degree) - Business Management
Troy University
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