Olivia Williams
Greenville,AL
Summary
Experienced member services and operations professional with 11 years in the electric cooperative industry. Specializing in account management, billing operations, and process improvement. Known for resolving complex issues, streamlining workflows, supporting team training, and developing training materials, while delivering accurate, high-quality service in a fast-paced environment.
Overview
11
11
years of professional experience
Work History
Member Service Representative
Pioneer Electric Cooperative Inc
Greenville, AL
06.2015 - Current
Handle incoming customer service calls and resolve customer concerns accurately and efficiently
while maintaining high service standards.
Coordinate service requests, service disconnect and reconnect requests, and resolve billing disputes.
Promote and support SmartHub by educating members on self-service tools and increasing engagement by assisting members with setting up and navigating the SmartHub app.
Support implementation of system updates, policy changes, and process improvements across departments to enhance overall operational efficiency.
Analyze and maintain member data, combining customer numbers to enhance data integrity and improve reporting accuracy.
Manage all activities related to members’ capital credits, including processing and reissuing
capital credit checks.
Correspond with government agencies regarding member awards and accurately post related
transactions to member accounts.
Develop training manuals and provide hands-on training for employees across multiple departments.
Education
Bachelor of Science - Global Business Administration
Troy University
Troy, AL05-2023
High School Diploma -
Fort Dale Academy
Greenville, AL05-2002
Skills
- Customer / Member Service Excellence
- Billing Dispute Resolution
- Data Analysis
- Training and Employee Development
- Strategic Planning
- Collaboration and Partnership
- Process Improvement
- Attention to Detail
- Team Collaboration
- Problem Solving and Conflict Resolution
Timeline
Member Service Representative
Pioneer Electric Cooperative Inc
06.2015 - Current
Bachelor of Science - Global Business Administration
Troy University
High School Diploma -
Fort Dale Academy