Haeli Downs Email & Phone Number

Anderson, In, Us

Indianapolis, Indiana, United States

• Troubleshoot system issues reported by the business areas to determine if a defect should be created for further analysis. Provide the details necessary in the defect for the development team to perform their analysis. Collaborate with the development team and business areas to clarify any details relating to the defect.•Create test cases based on the functional and technical specifications.•Execute test cases with the proper documentation for C2M and interfacing applications (i.e. BI Publisher, KloudGin, Customer Self Service)•Create SQL queries to identify examples for testing and to determine the impact of issues.•Work with vendors on file transmission for testing, validating testing results, and discussing issues discovered in testing.•Develop and test unattended bots in UiPath.•Create SOPs (Standard Operating Procedures) for undocumented processes

Indianapolis, Indiana, United States

•Work with Outside Sewer Providers (OSP) to answer and billing questions and provide them with information they need to bill their customers timely and accurately.•Improved the OSP process by creating and implementing Excel Macros to reduce the time in creating the files for OSP billing.•Update the training material for OSP billing to ensure we have documentation for the process.•Created test scenarios in preparation for testing the negative bot.•Identifying issues/process improvements while performing billing functions•Assist with billing functions such as, processing field activity errors, bill segment errors, IMD exceptions, and backdoor requests

Indianapolis, Indiana, United States

•Perform queue 1 and queue 2 functions such as start/stop field activity generation, budget enrollment, and payment arrangements while providing quality customer service.•Assist with special projects, such as returned mail, correcting bill cycle issues, correcting CIS divisions, and contacting customers to schedule meter exchanges, which led to an increase of C2M knowledge that expanded beyond queue 2 functions.•Suggested process improvements that were implemented for the meter exchange process, start service process, and the process for updating customer names.•While working special projects, communicated with the training team on issues found that require training reminders/updates.