CARD SERVICES-Managed daily attendance, schedule adherence, AHT, Productivity, Quality, individual and team recognition. Maintained reports to include Service Levels, ASA, AHT, Call Volume, Forecast Volume, Call Trends, IT Service Tickets, Off Phone Activities, VTO, and Associate Call-Outs.+Handle double escalated calls from upset Customers to resolve issues to Customer Satisfaction+Recognized as Top Performing Coordinator, 6 months between 2013-2014+Led teams in Customer Retention over 6 moth period+Engaged team to rise from last place to 2nd place out of 16 teams if "Go Green" Marketing+Coached and Motivated Associates to exceed performance expectations to receive bonuses+Developed Associated to be promoted from CSA 1,2,3 and Team Lead levels up to Supervisory positions

+Provide customer service to external and internal customers through various delivery methods.+Manage a diverse workforce in multiple areas of specialty.+Forecast, allocate, and monitor the human, physical, and financial resources of the assigned area.+Oversee the response to escalated complaints, requests and potential high profile issues from city officials, civic leaders and the general public.+Apply city ordinances, city codes, utility regulations, policies, and procedures.+Supervise, select, develop, train, motivate, discipline, terminate and evaluate personnel.+Analyze and evaluate complex data and prepares technical reports to ensure compliance with established policies, goals and utility ordinances.+Establish and maintain effective and cooperative professional working relationships.+Develop and participate in conceptual planning efforts, benchmarking criteria, and methodologies to improve operational results and improve division’s overall efficiency.+Support and implement various program initiatives.+Establish and maintain effective internal working relationships and public relations.+Provide advice, guidance, and mentor subordinates.+Apply generally accepted business management and public administration principles and practices.+Develop and plan budgetary allocations.CUSTOMER CARE SPECIALTY+Manage, plan, and develop the operations and maintenance of all Customer Care Sections of the Customer Service Department including the Call Center, Billing, Key Accounts and Customer Solutions.REVENUE COLLECTION SPECIALTY+Manages plan and develop the operations and maintenance of all Revenue Collections sections of the Customer Service Department including the Remittance Processing, all SAWS Customer Service Centers, Collections, Field Investigations and Revenue Protection.