Ebony Cutliff
Oklahoma City,USA
Summary
I am a diligent Field Customer Service Representative with solid background in customer service, technical trouble shooting, locating wastewater service line, water service line , main water line and etc. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. I currently demonstrate ability to leverage communication and problem-solving skills. I am an effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. I have spent 14 years working in Utilities, during which I have gained extensive knowledge in Water and Wastewater management, codes, ordinances, ArcGIS, city works, SAP , Microsoft, Service work orders. My career objective is to remain a member of the esteemed organization within the City of OKC Utilities Department, with the aspiration to ascend to a leadership position through diligence, education, commitment, respect for others, and {teamwork} collaboration. Currently, I am engaged in the Mentor Circle, acquiring valuable knowledge and information. In 2017 I completed with a Graduation of Utilities University phase1, currently the program has started phase2 program my goal is to be one of the graduates of that program. In the fall of 2025, I aim to begin my first year at UCO, pursuing a Bachelor's degree in Occupational Safety.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Field Customer Service Representative
THE CITY OF OKC WATER UTILITIES
05.2021 - Current
- Maintain accurate records of service calls, accurate entry of data. Utilizing SAP SFM and City Works.
- Cultivate enduring relationships with Customers and Contractors by employing exceptional communication skills, professionalism, tact, and diplomacy.
- Knowledge of ArcGIS demographic sewer wastewater lines, private water lines, non-city water lines, service line, water main dimensions, service line dimensions, manholes, fire lines, non city fire hydrants and city fire hydrants, FireGrid etc.
- Provide detailed reports post-service visits to document unresolved issues, resolved issues, recommendations provided, and any potential areas for improvement related to water, including the irrigation system, outdoor water supply, hot water tank, water meter, and water service line.
- Ensure safety compliance in all field activities, adhering to The city of Okc Utilities guidelines and regulations.
- Collaborate with other technicians, (Meter Maintenance, New service Engineering, Meter Specialist, Account Escalation Rep.,Utilities Cust.Service Rep.) to diagnose difficult problems quickly.
- Work independently with minimal to No Supervision.
- Utilize problem solving skills to identify root cause of equipment (Water Meter Mechanical and Digital) malfunctions.
- Demonstrate excellent customer service skills by responding promptly to customer inquiries.
- Document all work performed according to established procedures and guidelines.
- Provide technical support to customers on-site, troubleshooting and resolving water service issues.
- Installation projects for new equipment (ERT Meters or Regular Mechanical Meters 5/8 to 1inch in size at (Residential or Commercial) sites.
- Exhibit effective communication skills when interacting with Contractors, Customers, Colleagues and Management.
- Conduct regular inspections of equipment to ensure proper operation and safety compliance.
- Display strong attention to detail when completing paperwork associated with service calls, work orders, imputing data entry, writing documents.
- Demonstrate strong problem-solving skills to diagnose and resolve complex issues quickly and efficiently.
- Read and interpreted maintenance manuals and specifications to determine feasibility and method of or replacing components.
- Assist customers with questions about their bills or any other issues related to their accounts.
- Provide timely feedback regarding potential problems with the water system that could affect customer billing.
- Verified accuracy of billing data prior to submitting it to the accounting department for processing.
- Proficient in the use of handheld computers, tablets and other data collection devices for recording water usage, locations of water line , water meter and etc. information.
- Train new hires on company polices and procedures related to Customer Service Field Representative Role resulting in stronger staff development and increased productivity.
- Water audits, implausible, misreads
- Disconnection of water service by Pulling of water meters 5/8 to 1inch meters or Operating water key turning off services at curbstop.
- Turning On water service by setting 5/8 to 1inch water meters or Operating water key turning service on at curbstop.
- Mathematical calculations based on standard formulas are employed when assessing water usage on a high bill or during a water smart check-up.
- Knowledge of reading water and wastewater service orders and data entry.
- Communicating technical information through both spoken and written means.
- Travel
- Implementing the ordinance of The City of OKC (Commission to write Water Citations)
- Teams
- Microsoft Excel, Microsoft Word
- SAP S/4 Hana, Back office IQ03, Webex
- Sharepoint
- Acted in leadership role as Field Operation Supervisor
- Acted in leadership role as Chief of Meter Readers
- Volt MX
- DEQ C Water License
- DEQ C Wastewater License
- DEQ C Collection and Distribution License
Water Service Field Representative
THE CITY OF OKC WATER UTILITIES
12.2011 - 05.2021
- Creating service work orders inputting accurate and detailed information, including the size of the main, leak located under the pavement, on the street, in the driveway, or in the grass.
- Developed strong relationships with customers through active listening and problem-solving skills.
- Demonstrated excellent customer service skills by responding promptly and courteously to customer inquiries and complaints.
- Performed data entry tasks accurately and efficiently according to established procedures.
- Locating of water service line , wastewater service line, Fire line, Private line, OKCity line, non-OKcity line
- Utilized effective communication strategies to ensure customer satisfaction and loyalty.
- Analyzed complex problems quickly to provide timely solutions.
- Water audits, implausible, misreads
- Assisted in training new employees on company policies and procedures related to Water Service field Representative roles.
- Resolved conflicts in an efficient manner utilizing tact and diplomacy that resulted in positive outcomes.
- Handled Meet with customer (Contractors, Commercial and Residential account holders) complaints and inquiries in a courteous and efficient manner.
- Disconnection of water service by pulling water meter 5/8 to 1inch in size or turning off water service at the curbstop
- Turning on water service by setting water meter 5/8 to 1 inch in size or turning on water service at the curbstop
- Implementing the ordinance of The city of OKC (Citations Written)
- Updated and maintained database with accurate customer information and timely data entry.
- Remained open to feedback from supervisor and peers to build and improve skill set.
- Posted notices , Disconnection, 48hr, Department of Health (sewer issues) and Public Notification.
- Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints.
- communicating technical information through both spoken and written means.
- Operation of Water Main valve , Fire hydrant, Wheel valve
- FireGird,ArcGis,Microsoft
- Knowledge of Reading and Understanding The City of Okc Map book Before we crossed over to City Works and ArcGis .
- DEQ C Water License
- DEQ C Wastewater License
- DEQ C Collection and Distribution License
Meter Reader
THE CITY OF OKC WATER UTILITIES
10.2010 - 11.2011
- Worked with coworkers to complete tasks.
- Demonstrated ability to manage multiple tasks while remaining adaptable and flexible.
- Responded quickly to meet customer needs and resolve problems.
- Updated customer account information accurately following each visit.
- Investigated complaints related to water usage or tampering of meters.
- Analyzed data collected from meters to identify potential problems or discrepancies.
- Inspected areas where access was restricted due to animals or locked gates and fences.
- Compiled detailed reports outlining meter readings, observations, trends.
- Maintained daily logs of readings and other pertinent information for records purposes.
- Communicated effectively with utility personnel regarding technical issues associated with meters or services provided.
- Assisted in training new staff members in proper meter reading techniques.
- Walked and drove vehicles along established routes to take readings of meter dials.
- Accurately recorded readings from a variety of water meters sizes.
- Read water meter consumption entered data in hand-held computers.
Education
Certification - DEQ C Distribution and Collection Operator
ROSE STATE COLLEGE
MIDWEST CITY, OK10.2018
Certification - DEQ WASTEWATER C
ROSE STATE COLLEGE
MIDWEST CITY, OK08.2017
Business
UTILITIES UNIVERSITY METRO TECHNOLOGY
OKC, OK06.2017
Certification - DEQ WATER C
ROSE STATE COLLEGE
MIDWEST CITY, OK11.2016
Certification - DEQ WATER D
Oklahoma State University
OKC, OK02.2012
High School Diploma - undefined
NORTHWEST CLASSEN HIGH SCHOOL
Skills
- SAP S/4 Hana Production WUI
- Back office IQ03
- Webex
- Power Bi
- Problem-solving
- Time management
- Customer Service
- Adaptability and flexibility
- Critical thinking
- Team collaboration
- Active listening
- Decision-making
- Verbal and written communication
- Leadership
- Computer proficiency
- Record keeping
- Data entry
- Problem resolution
- Technical troubleshooting
- ArcGis
- Product knowledge
- Documentation
- De-escalation techniques
- City works
- Microsoft Word
- Data collection
- Microsoft outlook
- Order fulfillment
- Microsoft PowerPoint
- Microsoft Office Suite
- Cultural awareness
- Proofreading
- Reading comprehension
- Spreadsheets
- Business development
- Multitasking and Organization
- (Acting)Coordinating and Supervision
- SAP FSM
- Tact and Diplomacy
- Enforcing City Ordinance Water Relation (Writing Citations)
- Locating Wastewater service line, Water service line, Fire line , Private line, Water Main line, Sewer main line and etc
- Mathematical calculations based on standard formulas
- Creating service work orders by inputting accurate and detailed information
Accomplishments
Successfully completing my studies at Utilities University as part of the very first graduating class.
Certification
- 100880 C-WATER
- 100880 C-WASTEWATER
- MICROSOFT WORD
- MICROSOFT EXCEL
LANGUAGES
English
Advanced
Affiliations
- Work hard in silence, let success make the Noise
Timeline
Field Customer Service Representative
THE CITY OF OKC WATER UTILITIES
05.2021 - Current
Water Service Field Representative
THE CITY OF OKC WATER UTILITIES
12.2011 - 05.2021
Meter Reader
THE CITY OF OKC WATER UTILITIES
10.2010 - 11.2011
Certification - DEQ WASTEWATER C
ROSE STATE COLLEGE
Certification - DEQ WATER C
ROSE STATE COLLEGE
High School Diploma - undefined
NORTHWEST CLASSEN HIGH SCHOOL
Certification - DEQ C Distribution and Collection Operator
ROSE STATE COLLEGE
Business
UTILITIES UNIVERSITY METRO TECHNOLOGY
Certification - DEQ WATER D
Oklahoma State University
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