Lisa M. Wiley
Azusa,CA
Summary
Assistant Supervisor with over 20 years of experience in customer service. Team player, good communicator, and efficient leader. Adept at problem-solving, time management, and enhancing customer satisfaction by resolving complex inquiries in both English and Spanish, significantly improving service efficiency. Proficient in managing people and resources to accomplish challenging objectives while maintaining staff management and making customer service a priority.
Overview
19
19
years of professional experience
Work History
Assistant Supervisor
Boyle Heights Customer Service Center
2018.08 - Current
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Collect money from the public for payments on bills, deposits, water related charges including utility fees/charges, and other miscellaneous charges; maintain accuracy in balancing revenue collected.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor as needed.
- Managed high-volume of customers, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
- Prepare a report of money collected, interview customers in person regarding residential or commercial applications and/or termination of electric or water services.
- Explain probable cause of high or low bills, grant bill payment extensions, update customer credit data, make necessary adjustments to correct irregular situations.
Bilingual Customer Service Representative
Lincoln Heights Customer Service Center
2014.04 - 2018.08
- Collect money from the public for payments on bills, deposits, water related charges including utility fees/charges, and other miscellaneous charges; maintain accuracy in balancing revenue collected.
- Interview customers in person regarding residential or commercial applications and/or termination of electric or water services.
- Determine and quote deposits accordingly. Explain probable cause of high or low bills, grant bill payment extensions, update customer credit data, make necessary adjustments to correct irregular situations.
- Explain department policy and billing criteria, explain disability, low income, and lifeline discount eligibility.
- Worked as the assistant manager on an article 33 supervising staff, complete Monthly Activity Reports, handle large volumes of cash and ensure it is balanced at the end of each work day, handle complaints, attend meetings and prepare timesheets.
Functional Team Member
Customer Info System Replacement Project - CISCON
2010.12 - 2013.11
- Assisted in the development, analysis, and implementation of the departments new computer-based information system.
- Subject matter expertise in the core business processes of the Customer Service Division (CSD).
- Participated in workshops and other data gathering sessions to provide input on the various functions while reviewing and analyzing documentation regarding key functions, and provide feedback to project staff.
- Attend training sessions on the new CIS software package to gain familiarity and expertise.
- Participated in the testing and analytical sessions to identify problems with the system configuration.
Bilingual Customer Service Representative
LADWP Customer Contact Center
2007.06 - 2010.12
- Assist customers with billing inquiries, problem resolution, research, payments, process requests for new residential service.
- Discuss department programs, such as low income, lifeline, refrigerator exchange program, energy conservation tips, and water conservation programs.
- Effectively communicate with other internal departments (i.e. ASU, Field Service, and Meter Reading Units).
- Ability to utilize both CIS, MDDS, and navigate through the various CSBU links. Also familiar with Microsoft Word, Excel, and Outlook.
Eligibility Supervisor
Los Angeles County Department of Public Social Services
2005.03 - 2007.06
- Responsible to oversee a unit of eight, ensuring that all eligibility cases were completed and approved timely and accurately.
- Completed monthly report of applications generated as well as daily absence reports and employee evaluations for each staff member.
- Evaluate the process of data collection by reviewing specific criteria related to determine eligibility by line staff while implementing the county and state rules and regulations.
- I was also a representative for the Medi-Cal Outreach Program, creating partnerships with hospitals and clinics.
Education
Bachelor of Science - Business Management
University of Phoenix
Pasadena, CA06.2014
Skills
- Communication
- Leadership
- Problem Solving
- Time Management
Languages
Spanish
Native or Bilingual
Timeline
Assistant Supervisor
Boyle Heights Customer Service Center
2018.08 - Current
Bilingual Customer Service Representative
Lincoln Heights Customer Service Center
2014.04 - 2018.08
Functional Team Member
Customer Info System Replacement Project - CISCON
2010.12 - 2013.11
Bilingual Customer Service Representative
LADWP Customer Contact Center
2007.06 - 2010.12
Eligibility Supervisor
Los Angeles County Department of Public Social Services
2005.03 - 2007.06
Bachelor of Science - Business Management
University of Phoenix
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