Felicia Norton
Overview
20
20
years of professional experience
Work History
Senior Supervisor Customer Representative
Pacific Gas & Electricity
01.2015 - Current
- Resolves escalated issues
- Mentors and provides guidance to less experienced colleagues
- Advocate for customers and their unique individual needs
- Handle complicated telephone inquiries in a polite, professional and efficient manner to Service Representatives
- As a Senior Service Representative, coach and develop Customer Service Representatives through interpersonal interactions and real time feedback
- Receives escalated phone calls from Customer Service Reps requiring technical account assistance in the areas of: status of requested maintenance, available services, delinquent accounts, fraudulent account activity; places out bound calls when necessary to resolve customer inquiries or complaints
Shop Steward/Organizing Steward
Union IBEW 1245
01.2012 - Current
- Extensive knowledge surrounding IBEW Clerical Contract, including Letter Agreements and PGE Benefits, HR guidance documents, California Sick Leave laws
- Represent Union IBEW 1245 through LIC (Local investigation Committee) grievance process in partnership with Labor Relations and Local Management
- Participate in Campaigns
- Community Service and Action
Customer Representative
Pacific Gas & Electricity
01.2005 - Current
- Actively listened and worked to resolve customer inquiries and concerns thus aiming towards first call resolution
- Embrace diversity and inclusion to improve personal growth and development
- Handle a diverse group of inquiries on specialty lines such as CCA, Smart Meter, HAN/HER PBX, and MyAccount
- Utilize phone and computer to research and analyze account information to satisfy internal and external customers with inquiries, billing, service requests, and emergencies
- Study team and an Energy Advisor
Education
Ashford University
09-2024
High School Diploma -
Oak Grove High School
01.1997
Skills
- Analytical skills
- Problem-solving skills
- Microsoft Suite
- SharePoint
- CCB
- Utility experience
- Project management
- Meeting facilitation
- Salesforce
- Knowledge Force
- PowerPoint
- Aspect
- SAP
- Silver Springs
- Outage Tool
- Kubra
- Opower
- Proxity
- OIS
Timeline
Senior Supervisor Customer Representative
Pacific Gas & Electricity
01.2015 - Current
Shop Steward/Organizing Steward
Union IBEW 1245
01.2012 - Current
Customer Representative
Pacific Gas & Electricity
01.2005 - Current
Ashford University
High School Diploma -
Oak Grove High School