Andrea Peyton Email and Phone Number

• Serves as the Construction and Operation Liaison for Washington Gas Operations, Engineering, Construction and Safety Dept. (OECS), internal and external customers regarding company operations and construction activities about service disconnections, replacement, new business, and customer requested project status.• Apply independent judgement regarding techniques in planning, execution of plans and procedures to internal and external clients.• Provide exceptional customer service • Respond to customers concerns within 48 hours.• Enter and track various issues in Salesforce.• Research ARM, Small World, SAP, Miss Utility and ECC for work request issues, complaints, orders, utility marking tickets.• Accurately enter and track various issues in Salesforce to help lead to process improvements to ensure customer satisfaction.• Prepare and provides monthly report documenting the various issues/complaints and their resolutions to Construction Managers.• Gather and keep contact information for our Contractors up to date on Construction common drive. Plus, provide feedback on issues and develop new methods to improve customer satisfaction.• Experience facilitating and pushing process improvement to Construction Management Team when repeated issues arise.• Address construction issues related to restoration complaints• Resolves construction issues quickly by contacting responsible Contractor and the appropriate Construction Manager.• Monitor incoming Customer requests via the Abandonment Phone Line and Shared Email account. Tracking responses for abandonments via the email using a color-coded method.• Assist Field Operations with complaints by gathering information and forwarding to the proper substation.• Orally communicate with team members, External customers, mid-level managers, and senior executives.

• Provide technical assistance to the US Department of Housing Urban and Development,Public and Indian Housing, Real Estate Assessment Center stakeholders.• Troubleshoot technical issues to end users.• Walked customers through resetting and changing their password.• Assist users via phone and email with first & second level of technical support.• Guide users step-by-step through problem diagnosis to problem resolution. • Created and Escalated tickets as necessary to the appropriate groups for further research.• Document tickets in detail explaining problems, activities already performed on the and resolution to the problem in the Peregrine Ticket tracking system• Handle incidents at a Tier II level.• Work and communicate closely with Team Leads to assist with changing in the call center.• Provide technical support troubleshooting for web access and Microsoft Office Applications • Research and resolve technical problems.• Perform other duties as assigned• Work independently completing complex projects, as well as train and supervise project performance of others