Dawn Cotton
Burton
Summary
Trustworthy Fraud Investigator touting 33+ years of expertise developing problem solving methodologies that work. A knowledgeable resource committed to finding answers and working with clients. Dedicated Committee Member looking to make an impact on Alzheimer's Awareness through work on the Walk to End Alzheimer's walk committee, seeking to maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
34
34
years of professional experience
1
1
Certification
Work History
Gas Distribution Admin
Consumers Energy
05.2023 - Current
- Create Miss Dig orders for schedulers.
- Update iSchedule system with necessary information
- Upload information and documents on orders
- Create electronic packets of work documentation for crews
Storm Roles
Consumers Energy
01.2018 - Current
- As Back Up Dispatcher, assist primary dispatcher with customer calls, order management using systems such as ARCOS Service Suite, OMS, and ADMS , answering the phone, assisting crews as needed, and create Miss Dig orders when a Miss Dig Specialist is not available.
- As a Miss Dig Specialist create emergency Miss Dig orders for dispatchers.
- As a Dispatch Support Specialist assisting dispatchers in different storms working a range of hours and shifts helping dispatchers organize the line crews and ESW by location and substation and circuit
- As a Check in Check Out Specialist assisting wire down guards with accepting assignments and updating CAT crew with appropriate actions.
Volunteer
Alzheimer's Association
01.2017 - Current
- Assisted with special events and programs.
- Used strong interpersonal communication skills to convey information to others.
- Supported engaging, fun, and smooth-running events by helping with organization and planning.
- Represented organization positively and professionally while providing community with much-needed services.
- Contributed to success of Walk to End Alzheimer's walk committees.
Fraud and FACTA Investigator/Billing Specialist
Consumers Energy
01.2004 - Current
- Evaluated customer data to identify and prevent fraudulent activities.
- Worked with third-party vendors to access and analyze data and systems.
- Researched and resolved billing discrepancies to enable accurate billing.
- Assisted with billing inquiries and provided timely responses to enhance customer satisfaction.
- Worked with multiple departments to check proper billing information.
Customer Service Representative
Consumers Energy
02.1990 - 12.2003
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Used skip tracing and other techniques to locate debtors.
- Collected on delinquent accounts to reduce overdue balances.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
Education
Associate of Applied Science - Criminal Justice
Charles Stewart Mott Community College
Flint, MI05.2012
Associate of Applied Science - Computer Science
Charles Stewart Mott Community College
Flint, MI05.2012
Associate of Arts - Liberal Arts And General Studies
Charles Stewart Mott Community College
Flint, MI05.2012
Associate of Applied Science - Computer Information Systems
Charles Stewart Mott Community College
Flint, MI05.2012
Associate of Applied Science - Computer Networking And Cybersecurity
Charles Stewart Mott Community College
Flint, MI05.2012
Skills
- Investigation Due Diligence
- Analytical and Critical Thinking
- Confidential Records Management
- Adaptable and Flexible
- Technical Issue Troubleshooting
- Multitasking Abilities
- First Aid/CPR
- Business Relationship Cultivation
- Customer Service and Assistance
Certification
- Certified Tourist Ambassador, 2018 to present.
- CPR/First Aid Training - 1988 to present
Timeline
Gas Distribution Admin
Consumers Energy
05.2023 - Current
Storm Roles
Consumers Energy
01.2018 - Current
Volunteer
Alzheimer's Association
01.2017 - Current
Fraud and FACTA Investigator/Billing Specialist
Consumers Energy
01.2004 - Current
Customer Service Representative
Consumers Energy
02.1990 - 12.2003
Associate of Applied Science - Criminal Justice
Charles Stewart Mott Community College
Associate of Applied Science - Computer Science
Charles Stewart Mott Community College
Associate of Arts - Liberal Arts And General Studies
Charles Stewart Mott Community College
Associate of Applied Science - Computer Information Systems
Charles Stewart Mott Community College
Associate of Applied Science - Computer Networking And Cybersecurity
Charles Stewart Mott Community College