Valerice Moragne
Philadelphia,PA
Summary
Dedicated public service professional with over a decade of experience serving customers, resolving disputes, conducting field investigations, and ensuring policy compliance. Skilled in problem-solving, customer advocacy, and effective communication. Recognized for professionalism, integrity, and the ability to navigate sensitive situations while maintaining a customer-focused approach.
Overview
12
12
years of professional experience
Work History
Field Service Representative
Philadelphia Gas Works
05.2024 - 04.2026
- Executed thorough investigations of complex customer billing and service disputes, identifying root causes including high consumption meter irregularities and service issues.
- Analyze customer account data using internal systems (CIMS, F-AIMS) to verify billing accuracy and resolve discrepancies .
- Perform field inspections to assess meter functionality, confirm regulatory compliance, and investigate unauthorized or illegal service restoration
- Serve as liaison between Customer Affairs, Field Operations, and external agencies including the Public Utility Commission (PUC)
- Prepare formal documentation, case summaries, and responses for regulatory and legislative inquiries
- Resolve high-level customer complaints, often involving escalated or sensitive situations, while maintaining professionalism and compliance
- Ensure adherence to PUC Chapter 56 regulations and applicable energy assistance program guidelines
- Collaborate with union field technicians and internal departments to ensure timely and accurate complaint resolution
Customer Service Representative
Philadelphia Gas Works
08.2014 - 05.2024
- Providing first call resolution and completing tasks associated with customer inquiries and initiated customer contact to ensure satisfaction with the service provided.
- Analyzed and resolved issues to ensure customer satisfaction with all aspects of services rendered and verified and updated member information utilizing database.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Supported customers by addressing billing inquiries, processing payments, and implementing necessary adjustments and credits.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Delivered first‑contact resolution for billing, service, and technical inquiries in a high‑volume utility call center environment.
Education
High School Diploma -
Samuel Fels High School
Philadelphia, PASkills
- Adaptability to change
- Field operations
- Diagnostic skills
- Work order preparation
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking Abilities
- Excellent communication
- Computer skills
- Active listening
- Adaptability and flexibility
Timeline
Field Service Representative
Philadelphia Gas Works
05.2024 - 04.2026
Customer Service Representative
Philadelphia Gas Works
08.2014 - 05.2024
High School Diploma -
Samuel Fels High School