Julia Hannah
Anchorage,AK
Summary
Customer-focused leader with strengths in communication, team supervision, and process improvement across service and insurance roles. Adds value through escalated complaint resolution, accurate account review, policy and procedure updates, and steady support for staff handling customer questions, billing issues, and service coordination.
Overview
1
1
Certification
21
21
years of professional experience
Work History
Customer Service Manager
Anchorage Water & Wastewater Utility
Anchorage, Alaska
01.2017 - Current
- Supervised staff handling billing, service orders, and customer account questions.
- Handled escalated complaints using utility policies and service guidelines.
- Assisted staff in resolving complex customer issues by implementing targeted solutions.
- Coordinated communication among customers, field crews, and billing teams.
- Guided team of five representatives in applying tariff guidelines to enhance customer assistance.
- Built positive rapport with customers, managers, and customer service team members to support a productive work environment.
- Evaluated customer service policies and procedures and recommended changes.
- Worked with field services, code enforcement, and the police department on problem properties.
Preservation Insurance Agent
Progressive Casualty Insurance
Colorado Springs, Colorado
03.2006 - 07.2014
- Facilitated policy setup for relocating customers by preparing quotes and issuing policies across multiple states.
- Reviewed coverage options and state requirements for new-state policy setup.
- Enhanced customer retention by quoting multiple products to maintain business relationships.
- Connected customers with the claims department to check claim status.
- Resolved system issues for agents while issuing policies on their behalf.
Education
High School Diploma - College Prep
Romeoville High School
Romeoville, IL06-1990
Certified nurse assistant -
Joliet Junior College
Joliet, ILSome College (No Degree) - Practical Nursing
Joliet Junior College
Joliet, ILSkills
- Customer satisfaction focus
- Team supervision
- Team leadership achievements
- Interdepartmental coordination
- Process improvement initiatives
- Staff training development
- Effective communication
- Critical thinking and problem-solving
- Attention to detail
- MS Office proficiency
- Outlook expertise
- SAP time management
- Service order portal efficiency
- CIS proficiency
Personal Information
Title: CUSTOMER SERVICE MANAGER
Accomplishments
- Employee of the month April 2026
- Municipal Mountain Mover Award 2026
- Employee of the month April 2026
- 2025 Recruitment video for Municipality of Anchorage
Certification
- ICS Training 300 & 400 Certificates
Timeline
Customer Service Manager
Anchorage Water & Wastewater Utility
01.2017 - Current
Preservation Insurance Agent
Progressive Casualty Insurance
03.2006 - 07.2014
High School Diploma - College Prep
Romeoville High School
Certified nurse assistant -
Joliet Junior College
Some College (No Degree) - Practical Nursing
Joliet Junior College