Kyle Mosso
Wellsboro,PA
Summary
Proactive Utility Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor, and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior.
Overview
13
13
years of professional experience
Work History
Utility Call Center Operations Supervisor
C&T Enterprises
08.2018 - Current
- Diffuse customer complaints and provide positive resolution for a 180,000-volume call center
- Facilitate PUC reporting and regulatory compliance metrics
- Manage 11 electric, natural gas, and fiber optic utility organizations crew assignments
- Maintain Call Center budget, invoicing, contract negotiations, and personnel assignments
- Conduct interviews, and performance appraisals, and deliver new employee technical training
- Program and maintain radio, phone, IVR software, and other technologies
- Engaged Safety Committee member.
- Managed scheduling and forecasting needs to maintain optimal staffing levels throughout various shifts and peak periods.
President/CEO
Mosso and Sons Land Management
03.2011 - Current
- Provide estimates for residential and commercial contracts
- Ensure regulatory compliance to local, state, and federal standards
- Schedule personnel, purchase materials, and oversee quality of service(s).
- Navigated complex regulatory environments while maintaining compliance across all aspects of the organization''s operations.
- Implemented best practices in soil conservation techniques on managed lands, improving overall ecosystem health.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
Police Officer
Gaines Township Police Department
10.2017 - 08.2021
- Enforce criminal law along with commercial and noncommercial vehicle regulations
- Ensuring the safety and security of the public by responding to emergencies, aiding victims, and reducing or preventing involvement in crime.
- Reduced criminal activity in assigned areas through proactive policing and community engagement.
- Participated in ongoing training opportunities to stay current on best practices, maintaining a high level of expertise within the field of law enforcement.
Engine Lieutenant
Wellsboro Volunteer Fire Department
10.2012 - 01.2021
- Engine Company Lieutenant and Department Secretary-supervising crews and station apparatus dispatched to emergency scenes spanning 3 townships and 1 borough and providing mutual aid response
- Continual education, drills, and skills training to advance the department as new techniques develop
- Firefighter of the Year award recipient.
- Maintained strong knowledge of firefighting principles and suppression methods, which enabled proper decision-making in emergency situations.
- Mentored new firefighters by sharing knowledge and experience, fostering a supportive learning environment for professional development.
Sheriff Deputy
Tioga County Sheriff’s Office
08.2017 - 08.2018
- Outstanding Service Award recipient: for taking lifesaving action to save a visually impaired individual and their dog from a waterway
- Supervised the warrant division and oversaw the civil process
- Certified Use of Force instructor
- Fleet coordinator
- Collaborated with other law enforcement agencies on joint task forces, increasing information sharing and case resolution efficiency.
- Organized criminal documents such as logs, records, reports, and agendas to streamline processing and improve traceability.
Police Officer
Mansfield Borough Police Department
02.2017 - 08.2017
- Safeguard lives and property from danger and patrol responsible areas of the borough
- Enforce criminal law along with commercial and noncommercial vehicle regulations
- Investigate criminal activity and collaborate with community members to collect information/evidence to determine the appropriate course of action
- Conduct crash investigations, patrol roadways, and perform traffic safety functions.
- Displayed sound judgment under pressure when making critical decisions that impact public safety during emergency situations.
Education
BACHELOR OF SCIENCE -
Mansfield University
Municipal Police Academy -
Mansfield University
Skills
- Data analytics
- Utility experience
- Excellent communication
- Operations Management
- Dispatch software
- Customer Relations
- Dispatch Software Familiarity
- Integrity and Honesty
- Report Writing
- Conflict de-escalation
- Relationship building and management
- Technical Support
Timeline
Utility Call Center Operations Supervisor
C&T Enterprises
08.2018 - Current
Police Officer
Gaines Township Police Department
10.2017 - 08.2021
Sheriff Deputy
Tioga County Sheriff’s Office
08.2017 - 08.2018
Police Officer
Mansfield Borough Police Department
02.2017 - 08.2017
Engine Lieutenant
Wellsboro Volunteer Fire Department
10.2012 - 01.2021
President/CEO
Mosso and Sons Land Management
03.2011 - Current
BACHELOR OF SCIENCE -
Mansfield University
Municipal Police Academy -
Mansfield University
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