Rebecca Mariano
Whitesboro
Summary
Dynamic Chief Service Rep A at National Grid with 13 years of experience in gas and electric services. Expert in meter troubleshooting and project coordination, leading a team to achieve program goals. Renowned for exceptional customer service and effective communication, ensuring smooth operations and high customer satisfaction during complex service challenges. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
12
12
years of professional experience
Work History
Chief Service Rep A
National Grid Usa Service Company
New Hartford
04.2013 - Current
- Chief Service Rep A currently working at National Grid in New Hartford NY, working in both Gas and Electric sides of the business for the last 13 years. Advanced through the progression series from Service Rep A to Chief Service Rep A. Currently supervising a crew of six individuals, organising daily workloads and appointments within the National Grid AMI Smart Metering Program. Working side by side with the contracted companies to keep the program goals on track.
- Assist with the field training of new employees and current employees advancing through the progression series.
- Knowing and updating employees on company policies, procedures, and best company practices.
- Organising large projects with real estate, building owners, and maintenance departments at apartment complexes across the Mohawk Valley to gain access and notify all tenants of meter change dates, so they can prepare for short power outages.
- Contacting electricians and organising dates for repairs when needed, and being on site during work to disconnect and reconnect customers' service line at the weather head. Ensuring the process was smooth, and customers were happy with the work.
- Daily field work, including gas and electric, is knowledgeable and able to assist service reps in all areas of troubleshooting the most complicated service problems.
- Pipe fitting, meter sets, turn-on light-ups, troubleshooting gas appliances, leak detection, storm duty cut and clearing down secondary wires, customer reconnects, shock calls, outages, and dim and flickering lights.
- Proficient in office work, including Excel, Microsoft Word, and PowerPoint.
Education
Certification in Plumbing And Pipe Fitting - Pipe Fitting
Penn Foster Career School
Scranton, PA03-2013
Associate of Science - English And Science
Onondaga Community College
Syracuse, NY05-2008
Skills
- Meter troubleshooting
- Gas leak detection
- Customer service
- AMI smart metering
- Pipe fitting
- Project coordination
- Field training
- Problem solving
- Compliance adherence
- Effective communication
- Team leadership
- Workload organization
- Customer relations
- Positive and professional
- Critical thinking
- Decision-making
Accomplishments
- Member of Wintr, Guest panel speaker at this years 2025 conference in Waltham, Massachusets. Highlighted video on National Grid Instagram page.
Timeline
Chief Service Rep A
National Grid Usa Service Company
04.2013 - Current
Certification in Plumbing And Pipe Fitting - Pipe Fitting
Penn Foster Career School
Associate of Science - English And Science
Onondaga Community College
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