Traci Briscoe
Naperville,IL
Summary
Service-oriented and problem-solving professional with a strong background in real estate practices and financial regulations. Experienced in effectively resolving issues and negotiating solutions. With over 10 years in the utility company business, brings a hardworking and collaborative approach to any operations demand. Known for exceptional presentation skills and project management expertise. Proficient in Microsoft Office Suite and real estate software. Agile and detail-oriented, consistently delivers excellent customer service.
Overview
11
11
years of professional experience
Work History
New Business Work Planner
ComEd
01.2023 - Current
- Complete 100+ work order requests for new businesses and residential service requests monthly for West Region
- Process contract requests using Asset Suite for Environmental and Civil work for new business customer requests
- Create and manage region work schedule for new transformation installation and removals to ensure adhere to NB 19 deadline
- Interface with Work Management, Supply Management, OCC, Construction, and Engineering to create work pouches for new residential and commercial service
- Write switching requests for to liven and deenergize transformer service for ComEd customers
- Create material requests though Assest Suite for West Region out region for engineers and construction supervisors
Care Center Supervisor
ComEd
06.2022 - 01.2023
- Supervised 25+ call center employees and performance managed with monthly check-ins
- Ensured timely delivery of customer complaints and quality call reviews
- Process customer call back requests for escalated calls and dispute of service requests
- Created comprehensive training materials that facilitated efficient onboarding of new call center employees that outline care center guidelines
- Ping meters to help restore and or start service for customers to AMI meters
Attendance Supervisor
ComEd
10.2017 - 06.2022
- Tracked availability and intermittent FMLA usage for 300 + represented employees
- Worked alongside OHS to manage short and long-term disability cases and leave of absence
- Collaborated with HR, Labor Relations, and Care Center Leadership to facilitate weekly consensus calls
- Conducted fact-findings with represented employees for all employee standards of conduct infractions
- Directed timekeeping of pay adjustments before payroll closed
- Facilitated monthly meetings with HR, Labor, and Care Center Leadership on call center attendance-related grievances to seek a resolution with Local 15
Business Analyst
ComEd
04.2014 - 10.2017
- Developed and presented detailed performance reports for both internal and external use to executive management
- Updated call center employees' schedule with daily offline exceptions in Aspect Workforce Management
- Recorded area-specific messages to notify customers of a storm outage in their service territory
- Streamlined project management with effective communication and collaboration across cross-functional teams
- Created new agent profiles in Aspect Unified Center and updated agents' call services for proper call routing
- Optimized workflow processes to enhance overall productivity and achieve operational excellence
Education
Bachelor of Arts - Communications
Depaul University
Chicago, IL11.2024
Associate of Arts - Business Administration
Joliet Junior College
05.2024
Skills
- Real Estate License
- Property Rental and Leasing
- Real Estate Software proficiency
- Real Estate Laws Knowledge
- MS Office Applications (Word, Access, Powerpoint, and MS Project)
- Advanced problem solving
- Contract Development
- Legal Document Preparation
- Contract Negotiation
- Appraisal procedures
Affiliations
- Network of Exelon Women ComEd, President, 10/2024, Current
- ComEd Impact Leader, 08/2023, 04/2024
- ComEd Impact Leader, 09/2024, Current
- The Board of the Boys & Girls Club of North Central Illinois, 05/2024, Current
- ComEd GrADS, West Region Vice President, 04/2023, 10/2024
- Network of Exelon Women ComEd, Social/Networking Committee Chair, 05/2023, 05/2024
Timeline
New Business Work Planner
ComEd
01.2023 - Current
Care Center Supervisor
ComEd
06.2022 - 01.2023
Attendance Supervisor
ComEd
10.2017 - 06.2022
Business Analyst
ComEd
04.2014 - 10.2017
Associate of Arts - Business Administration
Joliet Junior College
Bachelor of Arts - Communications
Depaul University
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