• Ensure the operation and maintenance of the company-owned cranes, tractors, trailers and tankers is conducted in a safe and efficient manner. • Oversee the administration of multiple contracts ensuring the necessary resources are available to internal and external customers. • Coordinate the corporate-wide transportation of material, hazardous and non-hazardous bulk and drum waste.• Work with the appropriate organizations to develop and obtain approval for annual budget.• Responsible for developing and maintaining professional relationships with municipal and state agencies to facilitate the review and approval of geometric surveys and permits required to move equipment throughout the service territory.• Ensure training results in the individual development and skills enhancement of each employee in the section.• Ensure compliance with company’s Equal Employment Opportunity (EEO) policies and procedures and the code of conduct. Promote the company’s mission statement, corporate values, and the principles of The Way We Work. • Foster a diverse, equitable and inclusive environment where employees are able to share thoughts and ideas. • Lead and manage team through the effective administration of the company’s policies, procedures and practices including salary administration, training, motivation, counseling, performance appraisal, etc. • Perform other tasks as assigned.

• Develop recent college graduates into our Leadership Development Program (LDP). • Create, coordinate, and facilitate key employee and leadership development programs, activities, and events, which promote opportunities for employees to focus on taking charge of their careers. • Organize, and facilitate ad hoc information sessions related to various programs with a central focus dedicated to leadership development and the understanding of our core business. • Foster strong partnerships with Managers from different organizations and provide ongoing support and quality advice and counsel to internal customers, while ensuring compliance with the company’s safety, health, environmental, and Diversity and Inclusion programs. • Manage the company’s Tuition Aid program, which offers financial assistance to employees interested in furthering their formal education. Responsibilities include reviewing documentation for potential customers, and processing reimbursements for customers accepted into the Tuition Aid program based on program requirements. • Manage the company’s Leadership Academy for Supervisors Program, which emphasizes managing people, communication, and feedback, as well as coaching and sets goals and expectations in order to become more effective in their role. Responsibilities include vetting eligible participants and enrolling them in the program. Through a variety of leadership training opportunities, leaders gain fundamental knowledge and skills ranging from coaching to managing workplace conflict. The academy also provides corporate-wide training requirements related to safety, compliance, and diversity and inclusion.

• Interviewed internal and external candidates for Customer Service Representatives positions. Responsibilities included contacting potential candidates, scheduling an interview, and completing the interview. • Staffed the Call Center to ensure proper coverage primarily during emergencies. Responsibilities also included assigning schedules, lunch and breaks for over 300 call center representatives to ensure that the call center remains properly staffed in an effort to meet our targeted goals are met. • Conducted testing of our IVR system, which is a technology that allows a computer to interact with humans through the use of voice and dual-tone multi-frequency signaling input via keypad. • Reviewed the company CEO requirements to certify to the Public Service Commission (PSC) that the Company has internal controls, policies, and procedures designed to ensure material compliance with PSC requirements, including the provision of safe and adequate service, protection of customer data, efficiency of operations, affiliate transactions, capital expenditures, and power usage forecasting. • Developed different communications with the help of numerous communication strategies, which are delivered via email, PowerPoint presentations, and tailgates to all Call Center employees. • Conducted audits that require interacting effectively with other corporate organizations in an effort to gather the necessary data and be able to review and provide recommendations for process improvements.• Regularly reviewed benchmark processes and programs to improve the organization's operational excellence. • Designed and implemented staffing tactics and programs to determine the optimal mix of internal and external staffing activity in order to maximize performance for the organization. Identify, implement and monitor best practices related to staffing in order to increase recruiting efficiency and quality standards, documenting internal audits and other quality assurance activities.

• Directed and managed a team that included a minimum of 20 Union employees.• Trained Customer Service staff on maximizing productivity and broadening the depth and breadth of their skills and competencies to deliver high-class customer service. • Ensured all employees are working in a safe and friendly environment as well as promote a positive work ethic in support of our corporate values and mission. By encouraging open communication and understanding the vital importance of trust, integrity, deep commitment to excellence, working in teams, as well as maintaining a high regard for personal accountability.• Determined work procedures, work schedules, and workflow for Customer Service staff by performing regular reviews, appraisals, and performance management reviews for the customer service staff. • Conducted meetings with Managers to discuss process improvements and issues to develop standard procedures and policies for improving the service provided to customers.• Assisted in developing and recommending new programs or enhancements to existing programs, which resulted in productivity and quality improvements. • Analyzed activities to ensure the attainment of corporate and departmental goals and standards and that these activities were in compliance with all corporate and department policies and procedures as well as PSC rules and regulations.

• Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services.• Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.• Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.• Building lasting relationships with clients and other call center team members based on trust and reliability.• Utilizing software, databases, scripts, and tools appropriately.• Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.• Making sales or recommendations for products or services that may better suit client needs.• Taking part in training and other learning opportunities to expand knowledge of company and position.• Adhering to all company policies and procedures.

• Maximized the depth and profitability of the customer’s relationship by partnering with sales specialists in retail Lending, Investments and other product areas to ensure an outstanding customer experience.• Acquired, retained, and expanded customer relationships.• Proactively met with customers face to face and over the phone to discover their financial needs and provide product and service recommendations.• Provided a full range of banking services to individual customers, emphasizing personal financial counseling and customer service.• Developed strategies to grow the client base and implement appropriate sales plans to target prospective customers.• Referred opportunities to business partners where appropriate.• Resolved customer complaints, issues promptly and effectively.• Achieved personal production goals by expanding existing relationships and acquiring new relationships, utilizing effective calling techniques and leveraging bank products and services.• Adhered to operational controls, including legal, corporate, and regulatory procedures to ensure the safety and security of customer and bank assets.

• Greeted customers and established a quality customer service environment, answered questions and suggested appropriate actions to meet the customer's banking needs, all through extensive client contact. • Received orders from clients in diverse products; including mastering product-specific applications, building relationships with trading desks, ensuring completion of necessary trade documentation and timely execution reporting to clients.• Served as a liaison between the sales team, branch management, compliance and various other business units throughout the firm.• Managed account opening process for new and existing clients including collection of account-specific information, recording information via electronic account-opening system, retrieving relevant executed documentation from clients and compliance with regulatory procedures.• Reviewed client account activity on a daily basis to ensure overall accuracy, proper settlement of transactions and reconciliation of sales credits and fees.• Performed account maintenance including money transfer requests, address changes and fee assessments.

• Prepared or assisted in preparing simple to complex tax returns for individuals or small businesses. • Reviewed financial records such as income statements and documentation of expenditures in order to determine forms needed to prepare tax returns. • Verified data input and totals on forms prepared by others to detect errors in arithmetic, data entry, or procedures. • Computed taxes owed or overpaid using adding machines or personal computers, and completed entries on forms, following tax form instructions and tax tables. • Used soft-skills to interview clients and obtain additional information on taxable income and deductible expenses and allowances. • Utilized all appropriate adjustments, deductions, and credits to keep clients' taxes to a minimum.• Calculated form preparation fees according to return complexity and processing time required. • Furnished taxpayers with sufficient information and advice in order to ensure correct tax form completion.