Summary
Overview
Work History
Education
Skills
Timeline
Generic

Wisnel Milien

Miami,FL

Summary

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
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
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

Miami Dade College

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Wisnel Milien