Mike Scott Email & Phone Number

Bangor, Me, Us

Bangor, Maine, United States

Monitored and analyzed support metrics to detect trends, identify gaps, and recommend solutions for improvement.Enhanced communication channels within the organization to facilitate information flow between departments related to customer needs and concerns.Provided technical expertise to resolve complex customer issues and facilitate smooth operations.Designed training materials to improve the skills and knowledge of the support team, enhancing overall productivity.Collaborated with cross-functional teams to identify areas requiring additional support resources or process improvements.

Bangor, Maine, United States

Supported the AMI Operations Center meter operations team which was responsible for the day- to-day monitoring and maintenance of approximately 165,000 devices.Supported the network and data integrity teams as needed to ensure the AMI system is holistically working and exceptions are addressed in a timely manner.Managed multiple projects simultaneously, delivering results within tight deadlines while maintaining high-quality standards.Collaborated with cross-functional teams to develop comprehensive project plans, ensuring timely delivery of key milestones.

Bangor, Maine, United States

Provided first tier support of the Customer Information System (CIS) Cayenta, as well as all interfacing systems such as the Geographic Information System (GIS), the Meter Data Management (MDM) system, MV90, and Kubra customer experience payment platforms.IT and Business Support technical liaison and subject matter expert for all Cayenta Utilities related issues including system testing, fixes, and documentation.Team member responsible for a large-scale consolidating project in the Northern District, that was operating on a different customer information system, and merging it with the Southern District Cayenta system.

Bangor, Me

Insured Emera’s fraud prevention strategy was properly utilized for mitigating any expenses that relate to deceitful practices to obtain electrical service.Reduced bad debt expenses by reviewing high-risk debts for suspected fraudulent activity or that may have gone to write off for next step actions such as small claims court.Created and instituted a new identity verification screening process that prevent fraudulent use of Social Security # or date of birth to avoid paying for services for all new customers. This corrected a big problem we had with accounts set up in names that didn’t exist such as someone deceased or children.Supported onboarding of a new collection agencies middle management company to oversee and organize all bad debt.Supported the name swap variance requests process of filing documents with Maine Public Utilities Commission to prevent customers from moving debt from one account to another. This new process formally blocks customers from opening a new account in another family members name to avoid service cancelation or paying a past due debt.

Rockland,Me

Managed over 400 cases and collected past due child support debt as well as establish new obligations.Conducted numerous nonsupport investigations into hidden assets, employment, or funds netting thousands of dollars in unpaid child support and testified in family court proceedings.

Bangor, Me

Answered customer service requests and provided accounts receivable information.

Augusta, Me/Boulder, Co

Investigated cases impacting insurance companies, attorneys, and corporations and participated in risk management.Services included: Electronic Surveillance, Skip Tracing, Process Service, Litigation Support, Investigative Interviews, Physical Security, Background Checks, Pre-Employment Screening, Social Media Review & Monitoring, Physical Surveillance, and Asset Location.

Bangor,Me/ Ellsworth,Me

Headed enforcement and establishment of child support obligations. This included locating non-custodial parents hiding from their responsibilities, pinpointing hidden assets and collecting past due child support. Supervised collections activities of 3,000+ child support cases for Hancock and Washington Counties and testified on behalf of the state in Family, District, and Superior Courts.Oversaw hiring, training, and management of 10 office employees including 6 enforcement agents.