Rikiyah Wilson Email & Phone Number

Phoenix, Az, Us

I own and manage our New Hire Training Program, Customer Technology Support (CTS) Training Program, and (Outage and Electrical Safety Hazard material for) Summer and Storm Preparedness Refresher Training. My duties also includes updating existing material to meet our changing needs and building ad hoc training for other areas as requested. This includes working with Subject Matter Experts (SMEs) to build new training material and resources such as job aids, video demonstrations, simulations, etc. to prepare our frontline Customer Associates to assist customers, navigate various systems, and support operational metrics success. Training material is built using the ADDIE model. My role also includes analysis and collaboration with other areas for common goals. This includes sharing insights for call and coaching trends and new hire and customer survey feedback. This allows us to create action items that remove barriers, identify any training gaps, and incorporate other customer and employee needs into our material. In addition to my Instructional Designer & Facilitator tasks, I track and manage all training records such as training completion data, training hours, assessment and job performance evaluation scores, retention/attrition data, and more). I used this data created and manage a Power BI Dashboard for Customer Experience Training & Development (CXTD) to reflects this at a glance information which multiple areas of the company use. I manage permissions (access), refresh data, build year over year dashboards, and troubleshoot errors for Power BI Dashboards. I have also applied my Lean Sigma Yellow Belt knowledge and skills to remove barriers and eliminate waste in my department and other areas.

Assisted customers with inquiries including billing, starting/stopping service, aps.com tech support, and credit and collections.

Lead, engage, and develop my team of Customer Associates and Team Lead to consistently meet Key Performance Indicators (KPIs) and prepare contractors to successfully become permanent APS employees. Track new hire journey, remove barriers, and collaborate with management to discuss their progress and alignment with organizational goals and our Core Values. Partner with our vendor and other Supervisors on Customer Associates' progress and work together to achieve commons goals.

Resolve escalated credit related calls, mentored Credit Advisors, and retrieved team KPIs. As the Senor Resolution Specialist, I also manage processes and guidelines, training material, and stepped in as the Interim Credit Team Supervisor a few times.

Resolve credit related customer issues for high risk accounts including assisting with payment arrangement options, final bill disputes, and validating credit reporting for write off balance. I also work with local agencies with agency guarantee funding for customer accounts.

Assist customers with inquiries regarding their electric bill, payment options, starting/stopping service, and educating them on our programs and rates.