Jennifer L Towns
St. Cloud,FL
Summary
Natural dedicated leader with 15 years of experience in the utility industry leading high performing teams and delivering exceptional customer experiences. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles. Eager to contribute talents to Toho Water Authority in ensuring efficient delivery of water services and maintaining high levels of customer satisfaction through 1st Call Resolution.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Customer Experience Manager
Toho Water Authority
02.2013 - Current
- Oversees administration and functional activities for contact center, billing and collection processes
- Plans, organizes, assigns, leads, and reviews training, work of assigned staff; evaluates employee performance, and coaches employees
- Develops and implements customer service policies and procedures as well as identifying areas for process improvement
- Assists with budget planning and tracking, collaborating with leaders to ensure effective allocation of resources while maintaining high service standards and customer satisfaction.
- Establishes performance and service goals and holds team accountable for individual performance
- Handles complaints, provides appropriate solutions and alternatives within appropriate timeframes and follows up to achieve resolution
Opener/Closer/Back-up Supervisor
Orlando Utilities Commission
08.2011 - 02.2013
- Resolved complex and escalated customer issues
- Mentored and assisted less experienced staff, answered difficult questions and ensured that policies and procedures were being met
- Trained new hires in call center and full service center
- Assisted with all cash functions to ensure accurate financial records and proper cash handling
- Provided support to team during busy periods, emergencies, or when additional assistance was needed.
Customer Service Representative
Orlando Utilities Commission
02.2009 - 08.2011
- Handled customer inquiries and suggestions courteously and professionally by phone, in person, or by email
- Understood and explained complex billing issues, rates, services, adjustments
- Issued and explained water and electric adjustments
- Counseled customers with high bill inquires; provided customers with energy and water saving materials and advice
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
Customer Service Cashier
Orlando Utilities Commission
12.2007 - 02.2009
- Greeted customers and provided excellent customer service while accurately processing their cash, check, credit card, or money order payment
- Maintained appropriate cash limits, and transferred money to stay within guidelines
- Ensured correct amount of cash at beginning and end of shift in cash drawer
- Reconciled daily cash on hand and recorded payments with no recorded errors
- Identified counterfeit currency and followed appropriate procedures if detected.
Meter Reader
Orlando Utilities Commission
06.2007 - 12.2007
- Responsible for accurately reading multiple utility meters & entering information into hand held meter reading device
- Examined meters for evidence of tampering or any abnormalities to cause metering errors
- Reviewed recorded meter data for accuracy and proper alignment with assigned utility account
- Followed safety protocols and guidelines during meter readings, especially in hazardous or restricted areas.
Recreation Specialist
Orange County Parks and Recreation
02.2003 - 06.2007
- Developed summer camp curriculums; Scheduled and supervised (7) summer employees and (2) recreational leaders
- Organized and supervised community events such as “Turkey Fest” which fed over 200 people each year
- Received, prepared, and reviewed program surveys, purchase orders, program proposals, reports, price quotes, and suggestions from staff and program participants
- Maintained records and accounts of attendance, inventory, special events, accident/incident reports, performance measures, and registration forms
- Prepared yearly budget for spring, summer, fall, and winter programs
- Collected money for events, wrote classification of receipts, and prepared government deposits.
Education
Education
Valencia Community College
Orlando, FloridaHigh School Diploma - undefined
Christian Victory Academy
Orlando, Florida06.2000
Skills
- Efficient in Microsoft Word, Excel, PowerPoint, Outlook, Customer Information Systems, GIS, Neptune Technology
- Customer Experience Improvement
- Customer Implementation Support
- Customer Issue De-Escalation
- Collaborative Environments
Accomplishments
- Extensive experience and a strong understanding in the utility industry servicing customers, both in person and by telephone within a busy contact center environment
- Superior leadership skills to guide and motivate teams, promoting a positive work environment and productivity
- Strong communication skills to interact with customers, team members, and other departments, to help facilitate and resolve complex issues and win customer loyalty
- Demonstrates outstanding problem solving and active listening skills – ability to analyze complex issues related to utility services, billing, or customer complaints and develop effective solutions
- Acknowledged through evaluations and department recognition for unwavering commitment to providing exceptional customer service and a passion for ensuring customer and employee satisfaction
- Successfully navigates and leads through changing circumstances, technologies, and customer expectations
- Strategic thinker with the capacity to envision and formulate long term goals, create actionable plans, and make decisions that align with the organizations vision and mission.
Additional Information
- Awards / Recognition: 2009 Circle of Excellence Winner-Best of the Best Call Center Representative in Central Florida
- Recognized in St. Cloud “In the News” for a successful utility billing transition
Certification
- FEMA – Multiple certifications from the Federal Emergency Management Agency
- Emergency Message Center (EOC)
- Orange County Government Supervisory Development Program
- Toho Water Leadership Academy
- Florida Municipal Power Agencies Excellence as a Supervisor Series I
Timeline
Customer Experience Manager
Toho Water Authority
02.2013 - Current
Opener/Closer/Back-up Supervisor
Orlando Utilities Commission
08.2011 - 02.2013
Customer Service Representative
Orlando Utilities Commission
02.2009 - 08.2011
Customer Service Cashier
Orlando Utilities Commission
12.2007 - 02.2009
Meter Reader
Orlando Utilities Commission
06.2007 - 12.2007
Recreation Specialist
Orange County Parks and Recreation
02.2003 - 06.2007
Education
Valencia Community College
High School Diploma - undefined
Christian Victory Academy
Similar Profiles
JULIAN SOWDERSJULIAN SOWDERS
Facility Maintenance Technician at Toho Water AuthorityFacility Maintenance Technician at Toho Water Authority
Carmen G. MaldonadoCarmen G. Maldonado
Project Scheduler at Toho Water AuthorityProject Scheduler at Toho Water Authority
Alves GonzalezAlves Gonzalez
Field Customer Service Technician 1 at Toho Water AuthorityField Customer Service Technician 1 at Toho Water Authority
Jeannie KeyJeannie Key
Procurement Inventory Coordinator at Toho Water AuthorityProcurement Inventory Coordinator at Toho Water Authority
Anthony JohnsonAnthony Johnson
Line Maintenance Manger at National AirlinesLine Maintenance Manger at National Airlines