GREDIA IGAMA
Kent,WA
Summary
I am results-driven with excellent skills in research and analysis, project management and customer service. Professional expert with significant experience in customer interaction and issue resolution. Strong focus on teamwork and achieving desired outcomes. Also known for adaptability, reliability, and effective communication. Skilled in conflict resolution, problem-solving, and delivering high-quality service.
Overview
26
26
years of professional experience
Work History
Utility Service Representative
Seattle Public Utilities
04.2008 - Current
- Maintained productivity and quality standards by consistently demonstrating a strong work ethic, arriving punctually for shifts and maintaining focus on providing top-tier service throughout entire workday.
- Collaborate and established relationships with wide range of stakeholders within Seattle Public Utilities and other city departments.
- Assisted customers in understanding billing procedures and payment options while maintaining strict adherence to internal policies regarding financial transactions.
- Conducted thorough research on behalf of customers facing unique situations or requiring specialized assistance beyond standard troubleshooting guidelines; presented findings in an easily digestible format tailored specifically for each inquiry type encountered during this process.
- Schedule and conduct field visits to collect meter readings, deliver credit and collection notices, conduct water shut offs and water turn on requests.
- Managed the SPU Emergency Assistance Program (2012-2015).
- Reviewed and processed new water service applications, ensuring the submitted requirements were accurate and consistent with the department guidelines and within scope and assigned each project to Capital Project Coordinators (CPCs) after intake processes have been completed.
- Mentored junior team members, providing guidance and support as needed while helping them develop their customer service skills.
Management Systems Analyst (OOO)
Seattle Public Utilities
02.2007 - 04.2015
- As a Water Planner, managed, reviewed, and processed incoming new water service installation work and ensured that crews had the necessary tools to perform the job and met key performance indicators for new tap installation
- Collaborated with Customer Service Branch and MAXIMO Work Management staff to troubleshoot and resolve issues pertaining to exception reports and general ledger (GL) reports
- Streamlined processes for improved productivity through thorough systems analysis and optimization.
Research & Evaluation Assistant
Seattle Public Utilities
11.2004 - 04.2007
- Over 2 years as sole expert of the Drainage Billing System (DBS). This consisted of data quality assurance and maintaining the data integrity of about 187,000 accounts that represented annual revenue of $27 million); also developed the first implemented Drainage Billing System Users Training Manual.
- Analyzed collected data using statistical software, providing valuable insights for program improvements.
- Conducted thorough reviews of literature and existing evaluations, identifying gaps in knowledge and areas for further exploration.
- Improved evaluation processes by streamlining data collection methods and enhancing reporting techniques.
- Created and maintained over 50 comprehensive business profiles. This work consisted of data/research on the largest revenue generating customers' lines of business & account summaries.
- Developed, designed, produced, and distributed the Utility Pipeline newsletter - electronic newsletter for key customers and the SPU leadership team.
Administrative Specialist II
Seattle Public Utilities
04.1999 - 11.2004
- Supervised six administrative staff; managed personnel-related functions, such as hiring and training administrative staff and handled employee onboarding and offboarding with care.
- Managed the branch director's calendar/scheduling needs and proactively prioritized and coordinated the challenging complex scheduling needs for the branch.
- Appointed as branch liaison/lead staff to multiple interdepartmental projects such as, Combined Charities of Seattle, SPU Records Retention Program, Admin Education Forum, Filipino American Civic Employees of Seattle.
- Expedited project completion times by effectively prioritizing tasks based on deadlines and resource availability.
- Facilitated communication between departments, organizing meetings and distributing essential information.
- Minimized errors in documentation through meticulous proofreading, editing and formatting skills.
- Safeguarded sensitive information through the proper handling of confidential documents and secure storage methods.
Administrative Specialist I
Seattle Public Utilities
08.1998 - 04.1999
- Provided administrative support to Solid Waste Director.
- Minimized errors in documentation through meticulous proofreading, editing, formatting skills.
- Handled mail, packages, emails, document transmissions and other types of data with both manual and automated tracking strategies.
- Safeguarded sensitive information through the proper handling of confidential documents and secure storage methods.
Education
Bachelor of Arts - Communication & Marketing
LIACOM
University Of San Jose-Recoletos, Philippines03.1986
Skills
- Supervisory skills
- Branch Liaison to diverse interdepartmental projects
- Executive level calendar management
- Proficiency in Microsoft Suite, Adobe, SharePoint
- Proficiency in city proprietary computer application systems, Customer Care & Billing (CCB), Meter Solutions Cloud Service (MSCS), Maximo, UtiliView GIS, Development Services System (DSS), etc
- Business process improvement/procedure development and optimazation
- Project Management
Accomplishments
* 2024 SPU Recognition Awards "One Team" Nominee
* SPU World Class Act Awards (2003 & 2016)
* SPU Recognition Team’s Star of the Month (November 2021)
* President’s Award, Filipino- American Civic Employees of Seattle (2002)
* SPU World Class Performer’s Award (2001)
* Leadership Award, Office of the Governor of Washington State (2000)
Volunteerorganizations
- SPU Race & Social Justice
- Asian-Pacific Islander (API)
- Filipino American Civic Employees of Seattle (FACES)
- Arc of King County
Awards
- SPU Recognition Awards, 2024, One Team Nominee
- SPU World Class Act Awards, 2003
- SPU World Class Act Awards, 2016
- SPU Recognition Team’s Star of the Month, 11/2021
- President’s Award, 2002, Filipino-American Civic Employees of Seattle
- SPU World Class Performer’s Award, 2001
- Leadership Award, 2000, Office of the Governor of Washington State
Affiliations
- *Asian-Pacific Islander (API)
- Filipino-American Civic Employees of Seattle (FACES)
- SPU Race & Social Justice (RSJI)
- Arc of King County
Timeline
Utility Service Representative
Seattle Public Utilities
04.2008 - Current
Management Systems Analyst (OOO)
Seattle Public Utilities
02.2007 - 04.2015
Research & Evaluation Assistant
Seattle Public Utilities
11.2004 - 04.2007
Administrative Specialist II
Seattle Public Utilities
04.1999 - 11.2004
Administrative Specialist I
Seattle Public Utilities
08.1998 - 04.1999
Bachelor of Arts - Communication & Marketing
LIACOM
Similar Profiles
Jastina TonguJastina Tongu
Senior Accountant/ Payables Accountant at City of Seattle-Public UtilitiesSenior Accountant/ Payables Accountant at City of Seattle-Public Utilities
Breanna Dela Rosa (she/her)Breanna Dela Rosa (she/her)
Temp Heavy Haul Truck Driver at Seattle Public UtilitiesTemp Heavy Haul Truck Driver at Seattle Public Utilities
YAROSLAV MALYNOVSKYYYAROSLAV MALYNOVSKYY
Maintenance Laborer at Seattle Public UtilitiesMaintenance Laborer at Seattle Public Utilities