Latosha Hayes
Tallahassee,FL
Summary
Highly organized and detail-oriented professional with strong work ethic and dedication to achieving goals. Skilled at developing and maintaining documentation systems, managing calendars and preparing reports. Knowledgeable in project management principles, business processes and customer service best practices.
Overview
13
13
years of professional experience
Work History
Coordinator – Special Projects
City of Tallahassee
06.2020 - Current
- Manage functional testing phases of the City’s multi-million-dollar Customer Information System Implementation, collaborating with cross-functional teams to ensure smooth integration into the organization's existing infrastructure.
- Lead testing efforts for the CIS implementation project, by creating and executing test plans, coordinating with testing teams, and ensuring that the system meets quality and functionality requirements before presenting the product to the organization.
- Analyze issues and propose solutions when faced with challenges related to system implementation and process improvement.
- Conduct Process Mapping to visually represent steps, activities, and interactions involved in specific business processes, aiming to enhance process optimization.
- Increased efficiency by streamlining coordination processes and implementing new organizational systems.
- Identifying and rectifying inaccuracies, inconsistencies, and errors within datasets
- Implement documentation and reporting practices, maintain detailed records of project progress, decisions, and outcomes for effective project management and future reference.
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Spearhead Credit & Collections training as part of professional development initiatives.
Utility Analyst
City of Tallahassee
04.2017 - 06.2020
- Analyzed current operational processes and provide recommendations for improvements
- Documented processes and procedures as needed for Business Systems and Customer Programs
- Developed new policies to address organizational gaps
- Coordinated and performed research on utility accounts
- Assisted Growth Management with accurate premise set up for new residential developments
- Provided resolutions on departmental escalations as relating to customer utility accounts and billing errors
- Served as liaison between Water Meter Shop and Growth Management to maximize productivity and billing accuracy.
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
Customer Account Specialist II
City of Tallahassee
08.2011 - 04.2017
- Assisted public in establishing utility service
- Reviewed and processed departmental refunds for accuracy on all utility accounts
- Assisted superior in processing assigned departmental escalations relating to customer utility accounts
- Processed probate and bankruptcy claims
- Monitored customer accounts for payment delinquency and initiated collection efforts
- Established deposit requirements on major new commercial accounts
- Researched account balances and made adjustments as needed
Education
Associates of Science - Paralegal and Legal Studies
Tallahassee Community College
Tallahassee, FL01.2012
Bachelor of Science - Criminology
Florida State University
Tallahassee, FL01.2008
Skills
- Embrace collaboration & thrive team environments
- Considerable knowledge of utility industry policies and procedures involving electric, gas, water, sewer, solid waste, fire service and stormwater
- Ability to analyze facts and exercise sound professional judgment
- Ability to express ideas clearly and concisely, both orally and in writing
- Ability to maintain effective work relationships
- Proficient in programs and applications necessary for successful job performance
- Knowledgeable, analytical and personable with problem solving skills
- Trained employees on Credit & Collections, Procedures and Policies
- Able to quickly grasp new concepts
- Relationship Building
- Process Improvement
Timeline
Coordinator – Special Projects
City of Tallahassee
06.2020 - Current
Utility Analyst
City of Tallahassee
04.2017 - 06.2020
Customer Account Specialist II
City of Tallahassee
08.2011 - 04.2017
Associates of Science - Paralegal and Legal Studies
Tallahassee Community College
Bachelor of Science - Criminology
Florida State University