Debra Madril
Phoenix,AZ
Summary
Experienced Customer Service Specialist at the Water Services Department, City of Phoenix, with Over 11 years of experience in account management, and employee training. Proven ability to review and verify legal documents, conduct comprehensive account research, and explain complex city ordinances. Known for training and assisting over twenty-five+ employees and effectively communicating with customers. Committed to providing exceptional service and upholding the regulations and operational procedures of the City of Phoenix Ordinance Chapters 28 and 37.
Overview
12
12
years of professional experience
Work History
Customer Service Specialist Water Services Dept.
City of Phoenix
12.2017 - Current
- Assist employees in providing general account information, establishing new city services accounts, and researching customer billings
- Review and verify rental agreements, property leases, closing documents, deeds, and other legal documents to process applications for City services
- Conduct research and analysis on utility account searches for all service applicants to identify and collect any outstanding balances on prior accounts before approving new service
- Train over twenty-five new employees and assist current employees
- Explain complex concepts to others
- Understand and explain to customers the rules, regulations, policies, and operational procedures of the City of Phoenix Ordinance Chapters 28 and 37.
- Complied with company policies and procedures by encouraging positive and effective work environment among employees.
- Monitored and reported trainee progress, introducing new learning tools to address individual needs.
Customer Service Representative
Arizona Department of Transportation (ADOT)
06.2011 - 12.2017
- Executed complex tasks in vehicle registration, inspection, and title work
- Administered written, vision, and road tests, and managed the issuance and renewal of driver’s licenses
- Responded to inquiries from various entities, assessed fees, and audited dealers
- Ensured the accuracy and timeliness of work products, and supported the security of cash receipts, accountable forms, applications, and licenses
- Provided training to new customer service representatives.
- Maintained compliance with company standards, regulatory requirements and quality goals.
Education
Identifying Fraudulent Documents -
Rio Salado
Administrative Professional -
Maricopa Community Colleges - Phoenix College
Phoenix, AZ01.2024
Skills
- Product Knowledge
- Technical Knowledge
- Project Management
- Account Management
- Adaptability
- Critical Thinking
- Resourcefulness
- Active Listening
- Empathy
- Complaint Resolution
- Call Center Operations
- Staff Education and Training
Timeline
Customer Service Specialist Water Services Dept.
City of Phoenix
12.2017 - Current
Customer Service Representative
Arizona Department of Transportation (ADOT)
06.2011 - 12.2017
Identifying Fraudulent Documents -
Rio Salado
Administrative Professional -
Maricopa Community Colleges - Phoenix College