Summary
Overview
Work History
Education
Skills
Certification
Community Service
Projects
Timeline
Generic

Inia Wilkerson

Salisbury,MD

Summary

Maryland Energy Advisor with a general understanding of applicable standards, safety methods, processes and practices in Customer Service, A motivated leader and team player with the ability to multitask, strong interpersonal, verbal and written communication skills, tariff knowledge and knowledge of regulatory practices. Proficient with Microsoft Word and Excel. Skills include Analytical and Statistical abilities, debt resolution/collection, establishing of payment procedures, company policy communication, obtaining customer information for order processing, resolution of complex customer account issues, active listening, customer and personal service, critical thinking.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Maryland Energy Advisor

Delmarva Power
05.2023 - Current
  • Provides MD and NJ Customers with information on energy efficiency programs
  • Provides MD and NJ Customers with information on bill assistance and low-income programs
  • Provides Energy Saving tips to NJ and MD customers
  • Assists Customers with payment arrangements based off current credit and collections practices
  • Assists internal and externals Customer with escalated billing complaints
  • Investigates HB complaints of customers
  • Assists NEM Customers with billing concerns
  • Educates NEM customer on functions of their smart meter and how their kilowatts are generated
  • Assists NEM customers who are able to change their anniversary date based off of their Tariff
  • Ensures that EA Database is updated with correct information
  • Ability to analyze data and complex problems, interpret and recommend alternative courses of action
  • Submits claims for damaged items on behalf of customers
  • Provides feedback to Rep on handling of customers account issues
  • Assists with troubleshooting of causes for customer high bill concerns
  • Implements departmental policies, goals, objectives, and procedures, conferring with other Supervisors or co-workers if necessary
  • Keeps records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
  • Saved hundreds of clients hundreds of dollars by implementing energy-efficient solutions to costly problems.
  • Assists clients in reducing energy consumption through the implementation of energy-saving practices.

Customer Care Representative/ Blueprint Initiative Team Member

Delmarva Power
11.2009 - 05.2023
  • Provided Customers information on energy efficiency programs
  • Provided Energy Saving tips to customers
  • Provided solutions to high bills
  • Provided feedback to peers regarding customers online account issues
  • Investigated HB complaints of customers
  • Assisted NEM Customers with billing concerns
  • Educated NEM customer on the function of their smart meter on how kilowatts are generated

Education

High School Diploma -

James M Bennett High School
Salisbury, MD
06.2000

Skills

  • Interpersonal and written communication
  • Prioritization
  • Proficient in word and excel
  • Teamwork and Collaboration
  • Problem-solving abilities
  • Multitasking Abilities
  • Excellent Communication
  • Organizational Skills
  • Relationship Building
  • Time management abilities
  • Analytical Skills
  • Partnership Development
  • Marketing Communications
  • Special Event Planning

Certification

Licensed Life Insurance Certification

Community Service

  • NATIONAL KIDNEY FOUNDATION INC, 06/2024
  • CHESAPEAKE HOUSING MISSION, 05/2024
  • SALISBURY URBAN MINISTRIES/GOD'S KITCHEN, 04/2024
  • Salisbury Zoo Stampede, 04/2024
  • DPL NEW Diakonia Donation Drive, 03/2024
  • WICOMICO COUNTY FIRE POLICE ASSOC, 03/2024
  • Prom Promise, 2023
  • National Folk Festival, 2018,2019,2023

Projects

COSP Committee, 2019, Current, I contributed to the coordination of activities and event marketing for the annual safety fair, doing so I have been able to engage with different organizations in our community and develop a trustworthy relationship. Intradiem, 2021, Current, Subject matter expert on the Intradiem Project. Virtually assisted with the delivery of developed content during training day for Customer Care Representatives. PHI BIDA SES Project. UAT tester, 2018, 2019, Accurately observed accounts to distinguished defects in the new application, work through test cases and asked important questions to recognize defects, use of the Application Lifecycle Management (ALM) system to generate and complete test cases. Temporary Assignment, 2018, 2018, Community Outreach Department Moves Pilot Program, 2016, 2016, Assisted with the development of questions for the moves call flow.

Timeline

Maryland Energy Advisor

Delmarva Power
05.2023 - Current

Customer Care Representative/ Blueprint Initiative Team Member

Delmarva Power
11.2009 - 05.2023

High School Diploma -

James M Bennett High School

Similar Profiles

CREATE PROFILE
Inia Wilkerson