Odie Odeneal

• Conduct site visits and meet with customers to assess project needs, gather data, and identify any potential challenges
• Analyze field data, interpret site information, and document existing infrastructure
• Identify and resolve design issues and propose solutions
• Develop detailed layouts for overhead and underground utility infrastructure
• Utilize CAD and GIS to document and create technical drawings
• Prepare and maintain accurate project documentation
• Adhere to relevant codes, safety standards, and regulations
• Collaborate with project managers, engineers, and construction crews to ensure designs meet project requirements and are feasible

Staff Development and Skill Training Contributions

• Quickly equip customer service staff on the requirements to operate a new customer service information system. Designed, pilot, implemented and conducted of a three-day training program that readied over 20 new personnel to immediately contribute.
• Charged to, on-board and trained all new hires and monitored their initial work performance, added innovative features to program, introduced a customer service career path tied to skill development workshop that influence staff retention.
• Spearheaded a full-service workforce training curriculum throughout the company. Routinely developed innovative performance tools and simplified work processes that improve daily work performance and on-demand conducted staff skill and cross-training.

Customer Focused Solutions

• Upgraded, co-designed, implemented a customer interface system featuring SAP, also served as the primary trainer facilitated the skill training for up to 60 customer service/billing personnel.
• Assigned department customer service troubleshooter, solving real-time challenges across a wide range of issues, direct customer interface, fielding hotline complaints and concerns, and served go-to customer service representative.
• Oversight of escalated customer issues and complaints, advised management team on correction of work process and procedures performance bottlenecks. Informal mentor for twenty plus staff team members. Maintained excellent customer service at all times.
• Created and provided skill instruction on SAP system and other aspects tied to electric service field, including understanding of billing, ERCOT, tariff regulations, and customer service protocols.

Work directly with customer of the company to answer questions, address complaints or concerns, and communicate as a representative of the company.