K. Pauline Church
Yuma,AZ
Summary
Talented professional [retired] considered knowledgeable leader and dedicated problem solver. Brings 24 years of valuable expertise to forward company objectives. Attentive to detail with experience in coordinating projects, programs and improvements as well as a strong Customer Service background.
Overview
24
24
years of professional experience
Work History
DISPATCHER SPECIALIST
San Diego Gas & Electric Co
10.2012 - 03.2023
- IBEW local 465 – proud Union member of International Brotherhood of Electrical Workers
- Safety and reliability of all Field Personnel is top priority
- High paced environment including 20+ incoming phone lines, 900 MHz radio and emergency lines
- Multitasking, using 8+ computer programs simultaneously
- Outstanding safety habits
- Clear, calm, articulate voice and legible handwriting
- Types 60+ words per minute
- Able to absorb formal training and schooling as well as being able to provide same
- Constant communication with Field Personnel to ensure safety and efficiency
QUALITY OBSERVATION SPECIALIST
San Diego Gas & Electric Co
12.2007 - 10.2012
- Responsible for creation, maintenance and training of all policies and procedures for the Credit Services area
- Provide feedback and coaching to representatives to ensure customer needs are being met in a timely and professional manner
- Audit daily and weekly work to ensure SOX compliance
- Receives and resolves escalated customer calls when a Supervisor is requested
- Maintains several tracking spreadsheets for various analysts and reports
- Distributes work to representatives daily with follow up to ensure procedures are being met
- Processes customer refund requests and employee reimbursements through SAP
- Proficient in Microsoft Office programs including Excel, Word, Power Point, Visio and Publisher
- Thorough knowledge of the Info Mapping tools.
BUSINESS SYSTEMS ANALYST
San Diego Gas & Electric Co
11.2006 - 12.2007
- Conducted effective interviews with users to determine their computer system requirements and expectations; translate the requirements accurately to systems definition; provide accurate, timely review of project progress with users
- Analyze user requirements, develop specifications and coordinate implementation of computer systems; develop plans, specifications and detailed systems descriptions for customer service applications; conduct reviews on the design, implementation and operation of computer systems and their enhancements; and recommend and initiate appropriate action
- Performed planning and system life-cycle activities and recommended short-term and long-term resolutions and requirements for existing and/or new computer applications; participated in the development and documentation of procedures related to these systems.
- Produced charts and diagrams to assist with problem analysis.
- Tracked feedback at all levels and researched resolutions for common concerns.
Project Manager (Planner)
San Diego Gas & Electric Co
10.2005 - 11.2006
- Receive new customer information and process paperwork, maps and contracts; initiate DPSS process by pulling project and job numbers; assemble and distribute planning and customer job packets; Respond in person, via mail, e-mail and telephone to customer requests for information and job updates
- Order, organize and issue Corrective Maintenance (CMP) follow up orders in Ramona District; monitor crew progress on follow up work and keep district management informed of deficiencies; receive completed packages from crew foremen, verify completeness and process in DIMS system
- District Timekeeper
- Review and track employee driver’s logs and vehicle DVIR’s (Daily Vehicle Inspection Report)
SENIOR ACCOUNT MANAGEMENT SPECIALIST
San Diego Gas & Electric Co
06.2003 - 10.2005
- Performed monthly budget variance analysis
- Tracked, reported and analyzed financial and operational performance measure results and indicators
- Evaluated operational and business issues and made recommendations
- Performed special cost and operational requirement studies as assigned
- Assisted in identifying information requirements and development of computer applications
- Prepared Monthly Financial & Operational Report distributed to upper management of the Customer Services Division.
ACCOUNT RESEARCH REPRESENTATIVE
San Diego Gas & Electric Co
07.2001 - 06.2003
- Identifying, locating and collecting funds owed on delinquent and closed commercial and residential accounts; monitors and reviews delinquent account listing to identify and isolate closed commercial and residential accounts
- Monitors and reviews specialized customer payment reports; takes independent action to contact customer through various means and secure payment, payment agreements or make arrangements to secure account balance due
- Identified and investigated credit related issues
- Contacted appropriate internal personnel to resolve any discrepancies or credit issues; handled customer calls regarding company credit actions; provided readily available account information
- Responded to customer inquiries regarding the company’s credit reporting policy and associated procedures for commercial accounts (Dunn and Bradstreet) and residential accounts (Credit Reporting Bureaus)
- Responsible for training new employees; completed Course Manager training as well as Coaching and Counseling training.
FIELD COLLECTOR
San Diego Gas & Electric Co
07.1999 - 07.2001
- Contacted residential and commercial customers for the collection of past due gas and electricity bills, past due meter deposits and returned payments
- Disconnected gas and/or electric service at meters, using all Personal Protective Equipment
- Reconciled and submitted daily payment receipts from computer generated end-of-day cash balancing report
- Referred customers to Customer Contact Center for questions, special arrangements, or reconnection of gas and/or electric services
- Valid driver’s license, a good driving record and maintaining certification in the Smith Driving program.
CUSTOMER SERVICE REPRESENTATIVE
San Diego Gas & Electric Co
10.1998 - 07.1999
- Received incoming phone calls and inquiries from SDGE customer base
- Responded to and kept abreast of residential/commercial customer requests and inquiries concerning credit, billing, rates, energy services, appliance adjustments, outages, emergencies, gas and electric service, and general company issues
- Arranged for field orders to establish, transfer, or discontinue residential and commercial gas and electric service
- Reconciled discrepancies, gathered appropriate customer information, made independent decisions on prioritization of service to customer, negotiated payment terms and authorized appropriate credit extensions, security agreements, or meter deposits
- Acted as a consumer advocate by providing assistance to customers on company energy programs, services and pricing options, and advising customers on efficient and economical energy usage.
Education
High School Diploma -
Santana High School
Santee, CA06.1993
Skills
- Proficient in all Microsoft Office, CISCO, SAP, C4C, S4
- Presentations
- Microsoft Word
- Research
- Quality Assurance Controls
- Product Promotion
- Time Management
- Account Management
- Call Center Operations
- Fleet Dispatching
- Document Control
Timeline
DISPATCHER SPECIALIST
San Diego Gas & Electric Co
10.2012 - 03.2023
QUALITY OBSERVATION SPECIALIST
San Diego Gas & Electric Co
12.2007 - 10.2012
BUSINESS SYSTEMS ANALYST
San Diego Gas & Electric Co
11.2006 - 12.2007
Project Manager (Planner)
San Diego Gas & Electric Co
10.2005 - 11.2006
SENIOR ACCOUNT MANAGEMENT SPECIALIST
San Diego Gas & Electric Co
06.2003 - 10.2005
ACCOUNT RESEARCH REPRESENTATIVE
San Diego Gas & Electric Co
07.2001 - 06.2003
FIELD COLLECTOR
San Diego Gas & Electric Co
07.1999 - 07.2001
CUSTOMER SERVICE REPRESENTATIVE
San Diego Gas & Electric Co
10.1998 - 07.1999
High School Diploma -
Santana High School