Derek Turner
Milton,WA
Summary
20+ years of excellent customer service in person while working with the public and able to diffuse escalating situations when dealing with irate customers 10+ years of positive experience working with the policies, procedures, and guidelines of a major utility (Seattle Public Utilities / Seattle City Light) Proactive problem solver and effective and collaborative team player Detail orientated, highly organized Able to prioritize works having met competing deadlines in a fast-paced environment Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
17
17
years of professional experience
Work History
Utilities Service Representative
Seattle Public Utilities
Seattle, WA
05.2023 - Current
- Provide a high level of customer service to customers with various cable service needs
- Initiate customer work orders including expediting and tracking equipment deliveries
- Conduct collections of delinquent accounts
- Resolved customer concerns with friendly and knowledgeable service.
- Delivered accurate service information to meet goal-directed development plan.
- Cultivated relationships with teammates to assist customers with inquiries or resolve problems.
- Processed customer account changes with proprietary software.
Customer Service
Lowes Home Improvment
Federal Way, WA
03.2022 - Current
- Provide a high level of customer service to customer purchasing residential electrical products
- Prepare customer on-line orders for pick-up
- Complete quarterly department inventory
- Product shelving redesign
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Prepared and sold broad range of customized merchandise to individuals and commercial accounts.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Maintenance Laborer, Electrical Service Representative, Credit Field Representative, Administration Office Services Asst, Credit Dispatcher / ELIA Asst
Seattle City Light
Seattle, WA
06.2007 - 05.2023
- Provide high level of customer service to Seattle City Light internal and external customers
- Maintain project data records
- Maintain customer profile and billing records with the City’s systems
- Resolve customer complaints concerning various reasons
- Initiate and manage electrical service work orders for new or existing customers
- Ensure work orders are in compliance with electrical service installation requirements including equipment configurations
- Analyze customer accounts to determine if credit action is needed
- Collect late balances and allow the setting of payment arrangements
- Conduct interruption of service field visits in accordance with established procedures including the disconnection of service following all safety procedures to avoid electrical hazards
- Provide efficient route for daily field work throughout the assigned district
- Conduct screening and direct customers to agencies that provide energy assistance
- Complete bi-weekly inventory of City of Seattle customer data records
- Communicate with the City Records office to ensure accuracy of archived information
- Manage archive files including retrieval, back-up, and organization for easy storage
- Manage record retention schedule for archived files based on city, state, and federal guidelines using an Excel spreadsheet
- Manage supply orders and coordination of delivery to the City Light Service Centers and the System Control Center
Education
High School Diploma -
Everett High School
06.1988
Some College (No Degree) - Business Administration
Everett Community College
Skills
- Proficient user of Microsoft Office products (Word, Excel, Power Point and Outlook)
- Proficient user of City systems (NCIS, WAMS, CCB/MDM billing system)
- Working knowledge of City Light policies, requirements, guidelines, and rates
- Works collaboratively within a team and independently
- Good written and oral communicator
- Good attendance and punctual
- User of Unified Communication VOIP Phone System
- Customer Service
- Creative Problem Solving
- Verbal and Written Communication
Timeline
Utilities Service Representative
Seattle Public Utilities
05.2023 - Current
Customer Service
Lowes Home Improvment
03.2022 - Current
Maintenance Laborer, Electrical Service Representative, Credit Field Representative, Administration Office Services Asst, Credit Dispatcher / ELIA Asst
Seattle City Light
06.2007 - 05.2023
High School Diploma -
Everett High School
Some College (No Degree) - Business Administration
Everett Community College