Diligent Engineering with solid history in troubleshooting and maintaining complex systems. Consistently ensured optimal operation of equipment, leading to significant improvements in efficiency and reliability. Demonstrated expertise in problem-solving and technical diagnostics.
Overview
7
7
years of professional experience
Work History
Regulatory Resolution Technician
Florida Power & Light Company
Miami, FL
11.2023 - Current
Contacts customers, investigates and responds to elevated complaints from multiple sources.
Draft response to the Florida Public Service Commission that would comply with regulatory and company policies.
Review reported customer dissatisfaction, analyzes customer accounts, and develop action plans to proactively mitigate customer dissatisfaction and complaint escalation.
Identifies and understand reliability condition and electrical facilities.
Analyze reliability and outage data to understand customer experience.
Supports Regulatory activity such as audits, hearing, and rate cases as required.
Communication between Engineering Leaders, Directors, and Executives.
Digital Network Representative/Customer Service Billing Supervisor
Florida Power & Light Company
Miami, FL
04.2018 - 11.2023
Receives inbound calls and responds to customer requests, inquiries, complex billing, complaints, or high bills.
Handles situation which requires adaptation of response.
Performs other job-related duties as assigned.
Reports fraudulent condition to management.
Delivered consistent customer satisfaction through timely response times while addressing user concerns and inquiries related to network performance or connectivity issues.
Monitored team performance metrics, identifying areas for improvement and providing targeted coaching and support.
Established performance benchmarks for the team, fostering a results-driven work environment that prioritized customer satisfaction.
Education
Bachelor of Science - Electrical & Computer Engineering Technology
Miami Dade College
Miami, FL
12-2024
Skills
Attention to detail
Customer service
Works Well Under Pressure
Multitasking and organization
Critical thinking
Time management
Schematic reading
Team collaboration
Timeline
Regulatory Resolution Technician
Florida Power & Light Company
11.2023 - Current
Digital Network Representative/Customer Service Billing Supervisor
Florida Power & Light Company
04.2018 - 11.2023
Bachelor of Science - Electrical & Computer Engineering Technology
<ul><li>Skilled Customer Service Representative supporting the SBA contract at Upslope Advisors, with a proven track record of resolving complex escalated inquiries, routing requests accurately, and delivering policy-compliant solutions while consistently exceeding performance metrics.</li><li>Respond to escalated customer inquiries via phone or email related to SBA programs (e.g., Disaster Loans, PPP, EIDL).</li><li>Assess customer requests and route them to the appropriate department or specialist based on the nature of the inquiry.</li><li>Analyze customer concerns and provide accurate, case-specific solutions in a timely and professional manner.</li><li>Interpret and explain SBA procedures and regulatory guidelines clearly to customers with varying levels of understanding.</li><li>Document all customer interactions thoroughly and accurately in the SBA’s case management system.</li><li>Escalate unresolved or highly complex issues to Tier 3 support or the appropriate technical teams.</li><li>Meet or exceed performance metrics, including first-call resolution, response time, and customer satisfaction.</li><li>Stay current on SBA policies and federal program changes through required training and regular internal updates.</li></ul> at Upslope Advisors<ul><li>Skilled Customer Service Representative supporting the SBA contract at Upslope Advisors, with a proven track record of resolving complex escalated inquiries, routing requests accurately, and delivering policy-compliant solutions while consistently exceeding performance metrics.</li><li>Respond to escalated customer inquiries via phone or email related to SBA programs (e.g., Disaster Loans, PPP, EIDL).</li><li>Assess customer requests and route them to the appropriate department or specialist based on the nature of the inquiry.</li><li>Analyze customer concerns and provide accurate, case-specific solutions in a timely and professional manner.</li><li>Interpret and explain SBA procedures and regulatory guidelines clearly to customers with varying levels of understanding.</li><li>Document all customer interactions thoroughly and accurately in the SBA’s case management system.</li><li>Escalate unresolved or highly complex issues to Tier 3 support or the appropriate technical teams.</li><li>Meet or exceed performance metrics, including first-call resolution, response time, and customer satisfaction.</li><li>Stay current on SBA policies and federal program changes through required training and regular internal updates.</li></ul> at Upslope Advisors
Accounts Receivable Financial Analyst
•Billing Department, Lead
•Customer Service Manager/ Coordinator/Dispute/Experience Resolution, Technician Dispatch Trainer
•Product Training Specialist at NAAccounts Receivable Financial Analyst
•Billing Department, Lead
•Customer Service Manager/ Coordinator/Dispute/Experience Resolution, Technician Dispatch Trainer
•Product Training Specialist at NA