Oversee functional aspects of Enterprise Applications and Services such as ERP, Accounting, Budget, AP Purchasing, Asset Management, Customer Service and Operations. Develop use cases, functional requirements and design specification and testing scenarios with IT staff, customers and stakeholders. Work with functional leaders to help develop business case for additional software development and/or acquisition(s). Responsible for a high level of system and process knowledge within given area of… Show more Oversee functional aspects of Enterprise Applications and Services such as ERP, Accounting, Budget, AP Purchasing, Asset Management, Customer Service and Operations. Develop use cases, functional requirements and design specification and testing scenarios with IT staff, customers and stakeholders. Work with functional leaders to help develop business case for additional software development and/or acquisition(s). Responsible for a high level of system and process knowledge within given area of expertise. This includes expertise in one or more areas including HR/Payroll, Asset Management & Operations, and Customer Service. Responsible for delivering training and Knowledge Management as directed. Show less

Analyze user requirements, procedures, and problems to automate business processes or improve existing computer systems including very complex systems in a shared environment or with extensive multiple client interaction.

• Recommend, design, implement, install and maintain computer software applications• Apply a wide variety of computer programming languages• Define problems, collect data, establish facts, draw valid conclusions and prepare appropriate reports• Detect, isolate and resolve information system problems• Analyze and assess the technological needs of the authority• Provide application development project management services• Manage customer relations and… Show more • Recommend, design, implement, install and maintain computer software applications• Apply a wide variety of computer programming languages• Define problems, collect data, establish facts, draw valid conclusions and prepare appropriate reports• Detect, isolate and resolve information system problems• Analyze and assess the technological needs of the authority• Provide application development project management services• Manage customer relations and expectations• Utilize automated project management tools• Implement review quality assurance and security procedures for applications services• Effectively present information and /or respond to inquiries/complaints from authority management, regulatory agencies or the public• Communicate clearly and concisely, both orally and in writing• Establish and maintain effective working relationships with those contacted in the course of work Show less

• Project Lead for call center software analysis, design, implementation and maintenance of management information systems.• Assisted call center users with installation, trouble shooting and maintenance and administration of call center applications; provided references for users by writing and maintaining user documentation.• Utilized SQL Developer to analyze, extract and manipulate Customer Care and Billing (CC&B) data.• Facilitated designing of new computer programs by analyzing… Show more • Project Lead for call center software analysis, design, implementation and maintenance of management information systems.• Assisted call center users with installation, trouble shooting and maintenance and administration of call center applications; provided references for users by writing and maintaining user documentation.• Utilized SQL Developer to analyze, extract and manipulate Customer Care and Billing (CC&B) data.• Facilitated designing of new computer programs by analyzing customer and call center requirements; constructing workflow charts and diagrams; studying system capabilities; writing business requirements.• Improved systems by studying current practices; facilitating designing modifications; recommends controls by identifying problems; writing improved procedures.• Defined project business requirements by identifying project milestones, phases, and elements; forming project team; monitors project progress by tracking activity; resolving problems and recommending actions.• Assisted customers using the ABCWUA online payment services, Automated Voice Response and Web Self Service systems.• Coordinated and reviewed the organization, staffing and operational activities for assigned services including customer billing and collection of water and sewer revenue.• Participated in the development and implementation of goals, objectives, policies, and priorities. Recommend and implement resulting policies and procedures.• Responded to public inquiries in a courteous manner. Provided information within area of assignment. Resolved complaints in an efficient and timely manner.• Reviewed, monitored and dispatched work orders for collection including turning services on or off, resetting, removing or reducing customer services.• Participated in the interview/selection process. Trained, motivated and evaluated assigned staff while working with employees to correct deficiencies. Implemented discipline as needed. Show less

• Administrator for employee performance scorecard database using Microsoft Access; trained advocates and team leaders on patient care advocate scorecard program.• Planned, created, and implemented strategies in regards to contact center guidelines, monthly initiatives and employee incentive programs.• Maintained and documented policies, procedures, and site work instructions to ensure consistency and best practices.• Created and maintained Microsoft Excel spreadsheets and Microsoft… Show more • Administrator for employee performance scorecard database using Microsoft Access; trained advocates and team leaders on patient care advocate scorecard program.• Planned, created, and implemented strategies in regards to contact center guidelines, monthly initiatives and employee incentive programs.• Maintained and documented policies, procedures, and site work instructions to ensure consistency and best practices.• Created and maintained Microsoft Excel spreadsheets and Microsoft Access queries and reports to provide reporting structure for monthly initiatives and incentive programs.• Responsible for daily supervision of quality coaches including completion of ongoing and annual performance reviews.• Worked cross functionally to ensure the department meets all global, site specific performance goals, and ensure the team is effective, value-added, and compliant with policies and procedures.• Analyzed departmental and site results for improvement opportunities in patient satisfaction, employee satisfaction, departmental and site metrics, and return on investment.• Worked with Training and Quality Manager to develop Facilitator and Quality Coach work plans and identify departmental as well as individual improvement opportunities.• Supervised forty patient care advocates in regards to quality, reliability, accountability and productivity of inbound calls.• Conducted hiring, firing, training, and evaluation of staff.• Assisted the Contact Center Manager in implementing strategic work plan goals.• Assisted in development of Contact Center programs and process improvements to enhance the level of internal and external customer service provided.• Ensured service levels and performance guarantees met contractual agreements.• Conducted focus groups geared towards developing communication processes.• Maintained business continuity plan for contact center.• Member of corporate policy and procedure task force and Audit Response Team (ART). Show less