Michelle Canoza
Brawley,CA
Summary
Experienced customer service leader with more than 18 years in the water utility industry, transitioning from frontline customer service to technical roles and eventually leading the Customer Service Section. Proven expertise in handling customer inquiries, managing technical issues, and delivering seamless service. Skilled at bridging the gap between technical teams and customer-facing staff to resolve complex service issues efficiently. Demonstrated success in leading teams, optimizing service processes, and driving customer satisfaction. Known for implementing effective strategies that improve response times, streamline billing operations, and foster a culture of customer excellence.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Principal Engineer, Designated Head Customer Service Section
Cabanatuan City Water District
03.2014 - 12.2024
- Oversee activities of the Customer Service Section
- New Connection
- Reconnection
- Disconnection
- Customer Complaints/ feedback
- Manage customer accounts in case of high consumption due to leakage
- Manage customer accounts and records
- Ensure that the customer needs/ feedbacks- inquires, complaints, new accounts, reconnection /disconnection and other requests are properly resolved
- Reviewed plans, documents, and related materials to assess projected actions and advise on changes.
- Inspected [Area] and recommended key updates.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained up-to-date knowledge of product and service changes.
- Trained new personnel regarding company operations, policies and services.
- Implemented and developed customer service training processes.
Supervising Utilities Service Officer
Cabanatuan City Water District
03.2013 - 01.2014
- Monitor service line maintenance activities, repair works on waterlines and preventive maintenance program execution in the business area
- Monitor quality of service pertaining to water quality, water availability and water pressure
- Initiate marketing and identify potential areas of expansion within his/her area of responsibility to increase water sales
- Coordinate with concerned divisions to ensure timely and appropriate response to all customer requests/ complaints
- Maintained detailed records of all service interactions, ensuring accurate client information was available for follow-up actions.
- Provided exceptional customer support, leading to increased client retention and loyalty.
- Played a critical role in retaining valuable customers through proactive relationship management efforts.
- Enhanced customer satisfaction by efficiently addressing and resolving service-related issues.
- Maintained accurate records and full compliance with government regulations and agency guidelines.
- Developed and maintained strong relationships with key clients, fostering long-term partnerships.
Customer Service Assistant A
Cabanatuan City Water District
03.2005 - 03.2013
- Entertains complaints and provides an acceptable response and generally workable solution to customer
- Receives, records and monitors all customer complaints and requests
- Address customer problems within jurisdiction or forward complaints to concerned party/division
- Answered customer questions about product availability and shipment times.
- Maintained clean and organized work environment to maintain customer safety.
- Developed strong relationships with customers, establishing trust and loyalty through attentive service.
- Managed customer complaints effectively, offering solutions that exceeded expectations.
- Demonstrated empathy towards customers during difficult situations while remaining composed under pressure.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Analyzed customer feedback to identify areas for improvement.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Line Operator
International Wiring Systems (Phils) Corporation
06.2004 - 03.2005
- Operate and monitor machinery on the production line to ensure that wiring components are manufactured to quality standards
- Assemble and install electrical components, including wires, cables, connectors, and hardnesses, according to technical specification and safety guidelines
- Set up, adjust, and operate various types of machines used in wiring production, such crimping, cutting, and stripping machines
- Maintain accurate records of production activities, including qualities produced, defects, machine maintenance, and other relevant data
Service Crew (Party Host)
Mc Donalds Philippines
01.2001 - 05.2003
- Planning and coordinating party details, including decorations, activities, and meal orders based on the customer’s preferences
- Providing friendly and attentive service to ensure both children and parents have a positive experience
- Ensuring a safe environment for all guests, particularly children, and adhering to safety and hygiene standards
- Enhanced customer satisfaction by providing efficient and friendly service.
- Prepared food items accurately and quickly, adhering to strict food safety guidelines.
- Maintained a clean and organized work environment for improved customer experiences.
- Handled cash transactions responsibly, ensuring accurate accounting for daily sales.
- Resolved customer complaints promptly and professionally, maintaining a focus on overall satisfaction.
- Became familiar with products to answer questions and make suggestions.
Education
Associate of Applied Science - Nursing
Imperial Valley College
Imperial, CA06-2028
Master of Public Administration -
Nueva Ecija University of Science and Technology
Cabanatuan City, Nueva Ecija04.2015
Bachelor of Science - Civil Engineering
Nueva Ecija University of Science and Technology
Cabanatuan City, Nueva Ecija04.2003
Skills
- Document review
- Team player
- Customer service
- Critical thinking
- Active listening
- Stress tolerance
- Problem-solving abilities
- Decision-making
Certification
Licensed Civil Engineer, Philippine Regulation Commission (PRC), 99201, 05/01/04
Timeline
Principal Engineer, Designated Head Customer Service Section
Cabanatuan City Water District
03.2014 - 12.2024
Supervising Utilities Service Officer
Cabanatuan City Water District
03.2013 - 01.2014
Customer Service Assistant A
Cabanatuan City Water District
03.2005 - 03.2013
Line Operator
International Wiring Systems (Phils) Corporation
06.2004 - 03.2005
Service Crew (Party Host)
Mc Donalds Philippines
01.2001 - 05.2003
Bachelor of Science - Civil Engineering
Nueva Ecija University of Science and Technology
Associate of Applied Science - Nursing
Imperial Valley College
Master of Public Administration -
Nueva Ecija University of Science and Technology
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