Kellie Dunlap
West Palm Beach,FL
Summary
Dedicated and experienced utility service lead with over 8 years of progressive management experience.
Overview
39
39
years of professional experience
Work History
Operations Supervisor
Florida Public Utilities
01.2024 - Current
- Supervises employees in the installation, maintenance, repair and replacement of natural gas mains and services.
- Provide leadership, direction, and performance coaching to the frontline workforce. Facilitate effective two-way communication, especially between front line workers.
- Coach employees daily for proper work performance including productivity, safety and quality to meet and exceed customer satisfaction on work associated with gas distribution.
- Actively manage the development, training, and evaluation of frontline workers to improve individual and team performance.
- Direct involvement in leak survey and mitigation.
- Direct problem solving in the field.
- Monitor pending work to ensure compliance metrics are consistently met.
- Inspect job sites prior to work assignments, coordinate materials and equipment availability for crews and worksite needs with customer.
- Required 24 hour standby rotation.
- Monitor budget and calculate monthly accruals
- Assist in various engineering and construction projects
Gas Service Supervisor
Florida City Gas
05.2020 - 01.2024
- Leads in this role supervise employees in the installation, maintenance, repair, and replacement of natural gas mains and service lines. Individuals ensure safety of personnel and compliance with applicable federal, state, local, and Company rules and regulations.
- Manages route coordination and scheduled tasks for employees and contractors
- Supervises short and long-term installation, maintenance, repair and removal of above and below ground gas pipeline facilities
- Manages and maintains vehicles for crew and emergency situations
- Manages gas related emergencies by identifying and classifying and coordinates repairs and manages documentation
- Assists with evaluation and development of resource supply plans, including assessment of training needs and priorities, certification requirements and other non-availabilities impacting service center demand forecasts
- Assists with barrier evaluations and provided recommendations for short-range work plans
- Performs expediting function in support of employees and business objectives according to daily and weekly work plans
- Resolves escalated customer complaints and provides assistance to other service centers
- Supports resource management team by identifying areas of improvement to meet operational needs
- Performs other job-related duties as assigned
- Required 24 hour standby rotation.
Leader Gas Meter Shop
NIPSCO
12.2018 - 05.2020
- Manage the development, training, and evaluation of meter shop crew to improve individual and team performance.
- Manage warehouse personnel.
- Work within a multimillion-dollar budget guideline on all ordering.
- Order and monitor stock of all residential and commercial gas meters and regulators.
- Receive incoming meters into company Maximo system.
- Monitor daily in testing of new meters and the in testing and disposal of old meters, monitor the refurbishing of gas meters.
- Safety Lead – engaged in daily safety meetings to discuss and mitigate any safety issues.
- Keep necessary departments up to date on meter stock status.
- Keep in contact with meter vendors to assure prompt and correct deliveries.
Gas Service Supervisor
NIPSCO
05.2009 - 12.2018
- Provide leadership, direction, and performance coaching to the front line workforce. Facilitate effective two-way communication, especially between front line workers.
- Coach employees daily for proper work performance including productivity, safety and quality to meet and exceed customer satisfaction on work associated with gas distribution.
- Actively manage the development, training, and evaluation of front line workers to improve individual and team performance.
- Direct involvement in leak survey and mitigation.
- Direct problem solving in the field.
- Monitor pending work to ensure compliance metrics are consistently met.
- Inspect job sites prior to work assignments, coordinate materials and equipment availability for crews and worksite needs with customer.
- Required 24 hour standby rotation.
Assigner and Customer Service Representative
NIPSCO
01.2004 - 05.2009
- Assigns the daily scheduled activities of all field employees for field work based upon workload requests and manpower availability for the Northwest Indiana territory.
- Prioritizes and assigns daily work orders to optimize utilization of resources.
- Monitors work throughout the day, and reprioritized and reassigns work as necessary to properly manage overtime.
- Works with schedulers to ensure the appropriate prioritization and routing of daily work.
- Manages the backlog of undated and filler work that needs to get done.
- Directs and instructs personnel to respond to emergency orders and facility locates to ensure compliance is attained.
- Field calls from the Call Center and perform the necessary follow up for customer inquiries and complaints.
- Communicates with mobile workforce, field operations, revenue and recovery and all others that may apply to ensure a collaborative and effective link.
- Perform crew adjustments on resource constraints such as employee call outs and notify supervisor of employee call offs.
- Reschedules work (if needed) and ensures that customers are informed of the updated status.
- Provide customer service support for all incoming calls to the customer contact center – including but not limited to research, analyzation, data entry, verification and assuring accuracy of customer account information and customer satisfaction.
- Handle all types of customer emergency calls following company guidelines and procedures.
- Review and implement continuing change in company protocol and procedures for all aspects of customer service with a focus on teamwork.
Repair Dispatch Manager
Uhaul
01.1997 - 12.2003
- Handled calls over a five-line phone system.
- Provided customer service for all equipment repair requests from customers and provided solutions for customer complaints or inquiries.
- Supervised office personnel.
- Dispatched mobile mechanics and transfer drivers.
- Sought out contractors for repair of company equipment.
Supply Clerk
U.S. Navy
01.1987 - 12.1991
- Company Overview: http://www.lucernepublishing.com/
- Http://www.lucernepublishing.com/
Education
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Indiana University Northwest
Gary, INundefined
Michigan State University
East LansingSkills
- Operations management
- Performance monitoring
- Task delegation
- Staff supervision
- Employee development
- Customer relations
- Workflow optimization
- Scheduling coordination
Accomplishments
- Ten years progressive management experience.
- Fourteen years of customer service experience.
- Six years of dispatch experience.
Timeline
Operations Supervisor
Florida Public Utilities
01.2024 - Current
Gas Service Supervisor
Florida City Gas
05.2020 - 01.2024
Leader Gas Meter Shop
NIPSCO
12.2018 - 05.2020
Gas Service Supervisor
NIPSCO
05.2009 - 12.2018
Assigner and Customer Service Representative
NIPSCO
01.2004 - 05.2009
Repair Dispatch Manager
Uhaul
01.1997 - 12.2003
Supply Clerk
U.S. Navy
01.1987 - 12.1991
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Indiana University Northwest
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Michigan State University
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