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.

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..

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.