Maggie Breault
Allen,Texas
Summary
Experienced Utility Billing Supervisor with demonstrated expertise in administrative and operational leadership. Committed to department billing accuracy and excellent customer service. Accomplished in optimizing productivity and quality of service.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Service Supervisor
Customer & Utility Services, City of Plano
03.2023 - Current
- Supervised team of 10+ employees including the call center, billing, collections, and service applications staff.
- Introduced monthly individual team reviews to foster open communication, create achievable goals, and review customer service KPIs.
- Reduced customer queue times from 3:30 to 1:05 by adopting efficiencies, feedback, and continuous training.
- Implemented procedural changes to the service applications process that reduced completion turnaround time, minimized errors, and enabled higher customer service levels.
- Collaborated with the team to produce department changes including a website redesign, Leak Credit online application, landing page for customer applications for service, standardized onboarding program, bill redesign, adjustment workbook.
- Created shared workbooks with EWS, Public Works, and SEED to boost interdepartmental communication, reduce task turnaround time, and minimize errors.
- Streamlined workflow processes for increased efficiency in handling various operational tasks throughout the department.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Led daily department meetings to discuss operational changes, communicate updates, and review department and customer service best practices.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Mentor and coach professional development and leadership skills to team leads. Taught various classes in CUS' leadership series classes including Extreme Ownership, soft skills, and Train the Trainer.
- Fostered relationships with other departments that have allowed for interdepartmental process improvements and collaboration.
Project Control Specialist & Land Use I
MD7, LLC
04.2022 - Current
- Site Acquisition for various telecom carriers across several markets in the Western United States
- Determine zoning for each proposed carrier location; reach out to jurisdictions for submittal requirements, create Zoning Permit and Building Permit packages based on requirements for each local zone.
- Manage 30+ projects working with property owners, jurisdictions, engineers, and carrier representatives to ensure project objectives are met and cycle times are efficient.
- Communicate regular updates to the client regarding specific projects. Maintain lines of communication with property owners and jurisdiction representatives.
- Obtain required documents for Building Permit submittals for Wireless Communications Facilities - General Applications, City Consent Application, Stormwater, Photo Simulations, RF/EME Report, Site Justification Report, Coverage Maps, Public Notice Packages, Noise Reports, etc.
- Monitored project progress, identified risks and took corrective action as needed.
Office Manager
Law Enforcement Seminars LLC
09.2021 - 04.2022
- Manage expenses, class registrations, enrollment procedures, and class scheduling to ensure benchmarks are met.
- Created streamlined reports to show company metrics, growth, and P&L.
- Process instructor payments, manage payroll and other controllable expenses to ensure budget is met.
- Manage overdue billing procedures; reduced overdue invoices from $50,000 to $12,000 in short time period.
- Communicate with law enforcement agencies throughout the country to schedule classes; have increased frequency of classes by 43% for 2022.
- Develop new material and curriculum for company. Work with individual instructors to develop syllabus, outline, presentation, and notebooks for Implicit Bias and Deescalation in Law Enforcement.
- Coached new hires on company processes while managing employees to achieve maximum productivity.
Assistant General Manager
Costco Wholesale Corp
10.2009 - 08.2021
- Lead and managed a team of 300+ employees, 17 departments, over $14 million in inventory, vendor relations, and customer satisfaction.
- Oversaw all aspects of operations- Administration, Merchandising, Fresh Foods, and Ancillary Businesses. Ensured all departments were acting within correct operating procedures and maintaining efficient production.
- Opened new warehouse in Northern California in 2017- in charge of hiring 300 employees, and filling 50 management and supervisor roles.
- Executed and closely monitored all new-hire training. Ensured certifications were done upon hire. Executed individual trainings, assigned partner trainings, scheduled follow up interviews to ensure proper knowledge transfer.
- Motivated, trained and disciplined employees to maximize performance and employee growth. My mentorship led to over 27 employees getting promoted to a leadership position while working on my team.
- Cultivated performance-based culture based on individual accountability, goal attainment and team achievement.
- Dynamic, flexible leadership- implementing changes in operations to remedy daily operational challenges.
- Ensured all Hazmat, Food Safety, OSHA standards were met- conducted audits of each category to ensure protocol was maintained.
- Responsible for providing required documentation to county and state fire, health, grease trap inspectors to quickly remedy any cited issues, and close inspections.
- Managed budget implementation, employee reviews, training, schedules.
- Prepared deposits, balanced warehouse safe, conducted administration audits.
- Wrote Annual fiscal budgets for +$20M sales per year for warehouses throughout Texas and California.
- Boosted yearly profits through efficient operations relating to employee productivity and payroll leveraging. FY21 exceeded profit by $2M, widely due to employee management.
- Maintained well-controlled business inventory with minimal losses by enforcing solid monitoring and management structures. Improvement of shrink loss from 0.20% to 0.115%.
Education
Bachelor of Science - Political Science And Government
University of California, Santa Cruz
Santa Cruz, CASkills
- Utility Billing
- Compliance and Quality Control
- Operational efficiency
- Staff Training and Development
- Budget Management
- Team Leadership
- Performance Management
- Effective Communicator
Certification
- Certified Food Safety Manager, FSP- National Registry of Food Safety Professionals - 2013-2025
Timeline
Customer Service Supervisor
Customer & Utility Services, City of Plano
03.2023 - Current
Project Control Specialist & Land Use I
MD7, LLC
04.2022 - Current
Office Manager
Law Enforcement Seminars LLC
09.2021 - 04.2022
Assistant General Manager
Costco Wholesale Corp
10.2009 - 08.2021
Bachelor of Science - Political Science And Government
University of California, Santa Cruz
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