Jessica Enriquez
Phoenix,AZ
Overview
20
20
years of professional experience
Work History
Billing Customer Service Representative
Salt River Project
Tempe, Arizona
04.2007 - Current
- Researched and resolved complex billing disputes in a timely manner.
- Alerted Specialists and Management to system defects and billing anomalies.
- Provided support to CCO by answering incoming customer calls throughout the heat moratorium.
- Actively monitored incoming emails, IMs for billing-related questions, and inquiries.
- Collaborated with other departments within the company to resolve billing discrepancies quickly and accurately.
- Imparted better comprehension of Standard Customer Billings day-to-day functions by constructing and presenting the 'Billing FAQs' presentation and KB document to CCO during their tailboard meetings.
- Enhanced productivity by introducing the Mid-Cycle Calculator and implementing seven training procedural documents.
- Created the "Billing 101" & "Billing Onboarding" documents to ensure easy new hire transition.
- Provided guidance and streamlined processes for representatives experiencing difficulties in both quality and comprehension of new tasks.
- Implemented a standardized template for Standard Customer Billing remarks, optimizing workflow and ensuring consistency throughout the department.
- Facilitated shadowing opportunities to showcase Standard Customer Billing's daily tasks to outside departments and new hires.
Customer Service Representative
Salt River Project
Tempe, Arizona
12.2003 - 04.2024
- Answered and resolved incoming calls, offering customer support and processing order requests and payments.
- Promoted from provisional to regular position within 10 months.
- Participated in SRP Townhall meetings as a call center representative, addressing customers inquiries about our rates, policies, and rebates.
- Chosen to transform traditional High Bill Field Audit forms into digital format.
- Aided in improving customer experience by facilitating payment processing, order scheduling, and UDT returns at various business office locations.
- Performed varied tasks as a test case writer for CCOs Rapid Turn On screen including creating and verifying test case data that align with the functional requirements of Phoenix and address our customers' needs.
Education
High School Diploma -
Trevor Browne High School
Phoenix, AZ05-2002
Skills
- Customer Service
- Leadership
- Problem-solving
- Team Oriented
- Adaptability and Flexibility
- Strong Writing Skills
- Creative
- Teamwork and Collaboration
- Phoenix
- AMPY Management System
- Power BI
- Reliability
Growth Oppurtunities
SWAT (Special Work Activities Team) Chair
05/2004 - 04/2007
- Assisted in the rebranding & restructuring of the previously known CCO A-Team (Activities Team) to new and improved SWAT.
- Helped organize Customer Service week events, and activities annually.
- Planned various CCO fundraisers for our Adopt-A-Family & Adopt-An-Angel programs.
- Created the CCO Yearbook.
Employee Boosters Board (Secretary)
02/2007 - 01/2011
- Help to raise $4.3 million dollars through Boosters EIG for various valley Health & Human Services on behalf of SRP.
- Facilitated several Boosters Open House meetings at PAB. Giving employees the opportunity to meet with select valley Nonprofit organizations.
- Created theme, logo, and t-shirt design for 2010 Boosters Campaign.
- Helped organize our annual Premier Boosters Luncheon.
- Assisted with individual agency audits to ensure they met SRP standards.
- Updated and maintained the Boosters Bylaws in accordance to SRP EIG guidelines.
- Collected & made all corrections to Back Office employee Boosters pledge forms.
- Chosen to attend SRP's Day at the Capitol with SRP AGMs & President to see how energy bills are passed in Arizona.
BOAT (Back Office Appreciation Team) Member
04/2007 - 04/2010 & 10/2015 - 12/2018
- Created current BOAT event format
- Increased budget from $0 to $3,000.
- Planned and organized 4 events per year
- Focused on equity and inclusion and received 100% participation.
BAT (Billing Activities Team (Lead)
03/2021 - Current
- Planned & organized team building projects and events throughout the year.
- Managed Billing's Yammer page with departmental, local, and corporate events.
- Welcomed new staff to department ensuring representatives had all required equipments needed in Billing.
- Organized Adopt-A-Angel program.
- Coordinated events with other Back Office departments to foster collaboration with other teams.
Ultimate Customer Experience Team (Steward)
01/2022 - Current
- Created the Back Office Bill (BOB) template used for employee recognition.
- Promoted better customer service practices by creating deliberate & impactful communication to the Back Office departments.
- Encouraged Billing department to raise our individual & teams level of customer service.
Timeline
Billing Customer Service Representative
Salt River Project
04.2007 - Current
Customer Service Representative
Salt River Project
12.2003 - 04.2024
High School Diploma -
Trevor Browne High School