Michael Malone
Pasadena,CA
Summary
Dedicated customer service field representative with extensive fieldwork experience. Proven track record in managing customer relations and resolving inquiries effectively, driven by a deep and sincere passion for being of service. Committed to enhancing customer experiences and fostering team collaboration. Prepared to leverage expertise to boost customer satisfaction and team performance.
Overview
2026
2026
years of professional experience
Work History
Customer Service Field Representative 2
Pasadena Water and Power
2019 - Current
- Perform the connection and disconnection of water and power services, including for non-payment.
- Read both residential and commercial meter-reading routes as needed.
- Complete various field assignments, including meter re-reads, access resolution, and many other checks needed by the department.
- Resolve high bill inquiries from customers through phone and in-person interactions.
- Extensive utilization of C2M and OFSC software to perform duties, as well as in-depth knowledge of FC300 handheld device
- Assist in onboarding new team members by performing ride-alongs.
Customer Service Field Representative 1
Pasadena Water and Power
2017 - 2019
- Read meter-reading routes, both residential and commercial, and ensured the accuracy of the readings.
- Inspected meters for tampering, damage, or other anomalies.
- Performed various work orders, such as re-reads of meters, and access resolution on a paper data entry system.
- I began training for and ultimately conducting high-bill investigations.
- Assisted in training new employees on proper techniques for taking accurate readings from utilities meters.
- Collaborated with team members to optimize reading schedules and routes.
Meter Reader
SoCal Gas Company
2010 - 2017
- Conducted regular pre-AMR/AMI meter readings for residential and commercial routes
- Inspected meters for accuracy and potential gas leaks.
- Documented readings using Itron handheld devices and reporting software.
- Followed safety protocols during field operations to ensure personal safety.
- Utilized MVRS software to upload and download routes on a daily basis.
- Participated in the phasing in of AMI.
Restaurant Host
Oggi's Pizza & Brewing Company
2008 - 2010
- Greeted and seated guests promptly to create a welcoming atmosphere.
- Monitored table turnover and server availability to enhance seating efficiency.
- Assisted servers with menu inquiries and special requests to improve guest experience.
- Communicated guest preferences effectively to kitchen staff for optimal service.
- Handled phone inquiries for reservations, takeout and delivery orders, and service questions.
- Processed payments for takeout and delivery orders using the POS system.
Education
High School Diploma -
Bowman High School
Santa Clarita, CA01-2009
Skills
- Customer service
- Customer rapport building
- High bill resolution
- Team collaboration
- Effective communication
- Empathy and patience
- Adaptability to change
- Engagement champion
- Highly organized
- Tech-savvy PC user and builder
- Proficient with C2M, OFSC, FC300, and Excel
- Smith-system trained driver
- Meter reading and route optimization
- Fieldwork logistics management
- Time management skills
- Data entry accuracy
Timeline
Customer Service Field Representative 2
Pasadena Water and Power
2019 - Current
Customer Service Field Representative 1
Pasadena Water and Power
2017 - 2019
Meter Reader
SoCal Gas Company
2010 - 2017
Restaurant Host
Oggi's Pizza & Brewing Company
2008 - 2010
High School Diploma -
Bowman High School