Lourdes Romero
NM GAS CO
12
years of professional experience
Results-driven and customer-focused utility professional with experience in customer service, collections, operations coordination, and team leadership support. Proven ability to resolve complex customer concerns, manage escalated issues, and ensure compliance with company policies, procedures, and regulatory requirements. Skilled in coordinating daily operations, supporting employee performance, managing customer accounts, and collaborating with cross-functional teams to achieve organizational objectives. Strong background in customer relations, employee development, community engagement, and process improvement. Recognized for delivering exceptional customer service, fostering positive relationships, and driving operational excellence while supporting business goals.
Work History
Collector
1 Year 5 Months- -Completed meter order disconnects safely and efficiently.
- -Investigated and resolved customer account concerns, ensuring high customer satisfaction.
- -May investigate and respond to tampering orders in compliance with Company emergency and safety guidelines and field observations for other utility companies.
- -Participates in community organizations and activities to represent and support company programs.
- -Supported customer service initiatives by providing accurate information and resolving complex customer issues.
- -Collaborates and consults with coordinator and peers to ensure the timely and safe completion of work assignments.
- -Participates in community organizations and activities to represent and support company programs.
Collections Coordinator
1 Year 3 Months- -Coordinates daily customer service activities and provides leadership for the team
- -Provides backup coverage for supervisor
- -Resolved difficult customer inquiries and problems, ensuring customer satisfaction while maintaining company standards.
- Developed day-to-day activities and work schedule.
- -Supported interviewing, training, coaching, and performance management to foster employee development and enhance team capabilities.
- -Directed and scheduled work assignments to ensure departmental goals and service objectives were achieved.
- -Provides backup coverage for supervisor
- -Managed complex customer complaints, developing resolutions that addressed customer needs and safeguarded company financial interests.
- Developed and implemented strategies to reduce delinquency rates effectively.
- Managed collections processes to ensure timely resolution of outstanding accounts.
Collector
1 Year 2 Months- -Responded to and managed medical emergencies, ensuring safety and care for individuals in need
- -Followed security policies and procedures to maintain safety standards.
- -Documented incidents and compiled daily reports to maintain accurate records and facilitate follow-up actions
- -Conducted regular patrols to monitor security systems, identify suspicious activity, and ensure adherence to safety regulations
Meter Reader
6 Months- -Read and recorded meter readings for residential and commercial customers using handheld system, ensuring precision and reliability of data
- -Inspected meters for defects to ensure accurate functionality., damaged and unauthorized connections Ensure that team members always have appropriate PPE to prevent any safety issues
- Conducted accurate meter readings to ensure effective billing processes.
- Identified discrepancies in meter data, enhancing accuracy in energy consumption reporting.
- Coordinated with field teams to streamline reading schedules and improve operational efficiency.
Correctional Officer
6 Years 2 Months- -Maintained order and security within correctional facility by supervising inmates during daily activities, including meals, recreation, and work assignments, contributing to a safe environment.
- -Ensured safety and well-being of inmates by monitoring behavior, preventing disturbances, and addressing physical or psychological needs with professionalism, fostering trust and respect.
- -Resolved conflicts between inmates by using effective communication and mediation skills by employing deescalation techniques
- Took immediate action to restore order and protect staff and inmates.
Education
High School Diploma
Skills
Customer service
Analytical skills
Problem-solving
Results Driven
Complaint resolution
Team Collaboration
Conflict Resolution
Adaptability
Accountability
Communication
Results orientation
Interests
Empathy
Bilingual
Attention to detail
Teamwork
Quick Learner
Work Ethic
Safety Compliance
Organized
Professionalism
Time Management
Timeline
Collector
NM GAS CO
03.2025 - CurrentRead More
Collections Coordinator
PNM
12.2023 - 03.2025Read More
Collector
NM Gas Co
10.2022 - 12.2023Read More
Meter Reader
PNM
12.2020 - 06.2021Read More
Correctional Officer
MDC
10.2014 - 12.2020Read More
Robert F Kennedy High School
High School Diploma
Read More