Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

Tawana D. Hawkins

Ocala,USA

Summary

Upbeat, energetic and knowledgeable Manager with 19 years of experience in successfully addressing customer requests, and concerns, with comprehensive background in Water Utilities. Demonstrated ability to expertly resolve complex issues and foster productive team environments. Adept at streamlining processes to improve client satisfaction and operational efficiency.

Overview

19
19
years of professional experience

Work History

Customer Service Coordinator

Marion County Board of County Commissioners
01.2024 - Current
  • Manages daily operations for Team of Billing Account Specialists handling walk-in customers, incoming calls and email requests, from residents requesting to start, stop and transfer water utility services and all other general inquiries.
  • Manages and coordinates daily operation of all incoming email and distributes water utility requests to billing specialists for processing.
  • Manages and reviews all work submitted for new and stop service requests for accuracy and timeliness. Verifies start and stop dates to ensure correct billing of meter reads. Coaches, encourages and develops staff as needed.
  • Manages, reviews, approves or denies all billing adjustment requests received by email, verifies meter reads to ensure lowered billing consumption. Manages and processes all auto-pay requests received by email, with appropriate follow ups.
  • Reviews staff performance yearly, encourages and motivates staff daily
  • Leads by example in providing excellent service to residents while assisting by phone, walk-in or email. Handles escalated calls efficiently, finding satisfactory resolutions for both customer and department alike.
  • Optimized staff scheduling to ensure front desk coverage during peak hours, improving customer access, and implemented numerous processes that greatly benefit the department, staff and customers alike.
  • Provides backup to front desk to step in to assist with various tasks whenever employee is absent, lunch or influx of customers.

Customer Service Supervisor

Miami Dade County Water and Sewer Department
12.2012 - 01.2024
  • Managed daily operations for numerous teams of CSR2’s handling incoming ACD calls from residents requesting to start, stop and transfer water utility services and all other billing and general inquiries.
  • Oversaw day to day operations for processing of webmail requests for start and stop service and all billing and general inquiries, oversaw the processing of post office returned bills, managed and assigned errors and billing corrections to lead-workers, Supervised staff processing requests for Public Records, Subpoenas, Depositions and storm water billing requests.
  • Supervised the Adjustment Unit CSR2’s and managed the workload for all billing adjustment requests. Reviewed, approved or denied leak adjustment and pool requests, verified meter reads for lowered consumption to determine approval according to Department Rules and Regulations.
  • Reviewed and proofread prepared chronologies for Administrative Hearing proceedings for disputed customer bills and attended hearings as needed.
  • Oversaw daily operations with all three Retail Customer Service Division walk-in offices, Managed daily staffing coverage as needed in all offices.
  • Monitored staff calls weekly for quality , provided monthly performance reviews, along with coaching and feedback as needed. Rewarded top performers monthly with certificates, Yearly performance evaluations completed timely.
  • Selected as the unit trainer, coached, developed and managed training for over 60 newly hired CSR2’s. Training entailed, navigating the CIS billing application, ACD phone system, customer service skills, Department Rules and Regulations, unit SOP’s, and policy procedures..
  • Trained newly hired Supervisors in coaching and developing staff, conducting monthly and yearly evaluations, monitoring calls, and how to enter, review and approve staff payroll. Trained lead workers to coach and develop staff regarding errors, how to identify and correct billing errors and effectively handle escalated calls.
  • Created and implemented training aids to assist trainees with processing procedures. Identified trainee’s deficiencies and recommended remedial training as needed.
  • Selected to serve as Project Manager to redraft and compose Standard Operating Procedures (SOP’s) for the Retail Customer Service Division, provided suggestions and feedback regarding updates as needed.
  • Recommended hiring, discipline, and promotion of subordinates; authorized leave requests and overtime; maintained personnel summaries, and prepared performance evaluations.
  • Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved..

W&S Customer Service Representative 2

Miami Dade County WASD
01.2006 - 12.2012
  • Received and handled inbound ACD calls from customers and created work orders regarding high bills, low pressure, leaks in mains or lines, final bills, connecting or disconnecting of service, transfer of accounts, or refund of deposits; processed calls with tact and politeness.
  • Negotiated settlement of controversial water bills; performed a wide variety of clerical tasks in the office in maintaining records of customer contacts, checking bills for lack of payment, or maintaining service records.
  • Due to high performance, selected to Coach newly hired and existing CSR2s to efficiently handling inbound ACD calls, creating field work orders if applicable, using excellent customer service and attention to detail, with minimal to no errors.
  • Received and processed payments from customers for new service, existing service, past due accounts, liens, and tampering fines. Performed related work as assigned or required.

Education

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MD Community College
Kendall, FL

Skills

  • Outstanding written, verbal and communication skills
  • Working knowledge of Microsoft Office
  • Working knowledge of ERP, People soft, Oracle and Kronos
  • Working knowledge of CMS
  • Working knowledge of CCB (Utilities Billing)
  • Working knowledge of Tyler (Utilities Billing) and LUCITY
  • Working knowledge of Extra!
  • Call center experience
  • Performance monitoring
  • Customer service excellence
  • Problem-solving
  • Workflow management
  • Handling escalations
  • Decision-making
  • Staffing coordination
  • Exceptional interpersonal communication
  • Call monitoring
  • Call center operations
  • One call resolution
  • Team building and leadership
  • Training and mentoring
  • Conflict resolution techniques
  • Inter-department collaboration
  • Project management

Timeline

Customer Service Coordinator

Marion County Board of County Commissioners
01.2024 - Current

Customer Service Supervisor

Miami Dade County Water and Sewer Department
12.2012 - 01.2024

W&S Customer Service Representative 2

Miami Dade County WASD
01.2006 - 12.2012

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MD Community College

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Tawana D. Hawkins