Felecia Wilson

As an Account Escalation Representative, I serve as an informational resource to internal and external customers using tact and diplomacy. I respond to and appropriately resolve escalated complaints. I process transactions and maintain customer account records for varied and/or complex service and billing procedures. I review documents for accuracy and completeness. I process and verify large quantities of data to maintain accurate files. I interpret policy and protocol when addressing unusual account statuses. I adjust account records to correct inaccuracies.

In this position, I must use initiative to complete assignments and may serve as a lead worker to train and direct less experienced employees. My work is performed independently, with uncommon situations referred to an immediate supervisor.

In this position, I took inbound calls from customers, answering questions about utility accounts and billing issues. I used computer programs, such as SAP, to access account information and process changes with accuracy. I used patience, tact, and listening skills to resolve any disputes that customers were having with their service or billing. I also assisted customers with beginning and ending service, making sure the information was for the correct person, business, and property. As a dispatcher, I took radio calls and called out to crew members to assist with line maintenance repairs. I provided accurate information for directions and assignments, keeping track of work that was completed. I took calls from customers who reported water leaks and outages. I created service requests using CityWorks after determining the extent of any damage and the urgency of the leak. I also took calls from customers who reported being disconnected for non-payment to assist with restoring their service once sufficient payment has been made.

• As an Agency Companion, I was responsible for assisting clients with daily living skills, such as eating, bathing, and dressing. I was also responsible for coordinating healthcare for my client by monitoring their health with their primary care physician. I scheduled appointments for dentist visits and annual physicals. I arranged for enrichment activities to engage my client emotionally and mentally. I maintained the home by cleaning and cooking for the client. I was responsible for paying the utility bills and rent. I was also responsible for good record keeping and producing a monthly report to submit to the case manager.
• Transported clients to medical appointments and social engagements.
• Communicated regularly with family members about the well-being of their loved ones.
• Responded quickly to emergency situations using appropriate crisis intervention techniques.