Robin Patel
Paxton,MA
Summary
Results-driven Utility Software and Customer Care Professional with over 15 years of progressive experience in the Utility and operations sectors. Proven track record of spearheading software implementations, driving system upgrades, and managing multi-departmental technical workflows spanning utility billing, metering systems, and financial reporting. Adept at transforming operational processes, elevating customer satisfaction, and bridging technical systems with administrative needs.
Overview
20
20
years of professional experience
Work History
Utility Software Coordinator
SELCO-Shrewsbury Electric & Cable Operation
01.2021 - Current
- Oversee and improve the functional and practical use of utility billing, metering systems, financials, and work order software under the direction of the Director of Finance and Administration.
- Evaluate, test, install, and train staff on software programs that integrate with the utility billing system, including customer care, meter reading, and financial reporting.
- Collaborate with software vendors and the IT Department to deploy upgrades and patches, test new programming and rate structures, and monitor support tickets to ensure timely resolutions.
- Create ad hoc and customized reports for management (such as high/low usage and exception-based reports) while developing value-added analytics and automated workflows to streamline financial interfaces.
Manager of Customer Care
SELCO - Shrewsbury Electric & Cable Operation
01.2021 - 01.2021
- Develop and Implement Policy decision
- Manage direct reports from Customer Service, Credit & Collections Department, and Billing Department
- Project Manage, implement, and training on all Customer Care related software.
Customer Service Supervisor
SELCO - Shrewsbury Electric & Cable Operation
01.2011 - 01.2021
- Oversee Customer Service Department and supporting staff including one lead and 5 customer service reps.
- Handle all Customer Escalations in person and on the phone for all issues including bill disputes, service problems, bad staff interactions, etc.
- Process check, online and cash payments daily and apply them to customer accounts.
- Create and distribute monthly reports to all department heads and prepare financial and statistical data for the monthly commissioner packages
- Create all training material for customer service staff
- Handle personnel issues
- Meet weekly with Lead CSR and Customer Care Manager to go over any problems and plan for any company projects or changes.
Lead Customer Service Representative
SELCO - Shrewsbury Electric & Cable Operation
01.2009 - 01.2011
- On-boarding all new employees including training
- Handled the Second level escalation for Customer Satisfaction
- Responsibly also included Customer Service Representative duties
Customer Service Representative
SELCO - Shrewsbury Electric & Cable Operation
01.2007 - 01.2009
- Assist customers with setting up new accounts, installations, questions, concerns, and directing calls to the appropriate departments.
- Process payments for customer accounts in the form of cash, check, money order, or credit card
- Process and file work orders, including installations and service calls
- During power outages collecting data from customers to isolate affected areas and relaying to the service department to ensure all customers are restored.
Education
Bachelor of Science - Business Administration
Nichols College
Dudley, MAAssociate of Business Administration - Business Administration
Nichols College
Dudley, MASkills
- Project Management
- Critical Thinking
- Creative Problem Solving
- Data Analysis
- Multitasking and organization
- Customer service
- Data entry
- Decision-making
- Work Planning and Prioritization
Details
- 252 Richards Ave
- Paxton, MA 01612
- P: (508) 873-3030
- E: robinlpatel85@gmail.com
Timeline
Utility Software Coordinator
SELCO-Shrewsbury Electric & Cable Operation
01.2021 - Current
Manager of Customer Care
SELCO - Shrewsbury Electric & Cable Operation
01.2021 - 01.2021
Customer Service Supervisor
SELCO - Shrewsbury Electric & Cable Operation
01.2011 - 01.2021
Lead Customer Service Representative
SELCO - Shrewsbury Electric & Cable Operation
01.2009 - 01.2011
Customer Service Representative
SELCO - Shrewsbury Electric & Cable Operation
01.2007 - 01.2009
Associate of Business Administration - Business Administration
Nichols College
Bachelor of Science - Business Administration
Nichols College