Susan Winternitz Email & Phone Number

701 N. Circle Dr, Colorado Springs, Co 80909

I retired from Colorado Springs Utilities after 21 years. I started as a Customer Service Representative with no Call Center or Utilities experience and instead of a minimum of 6 weeks training was on the phone with customers within the first week. I was chosen to take the place of the Customer Service Manager as a member of a new Customer Information System selection team and was asked to become a permanent member of the team as a result of my analysis skills, task organization, detail and completion skill, team management, overall utilities knowledge, performance and dedication to the Colorado Springs Utilities Organization. My responsibilities included, but not limited to, reviewing Customer Information proposals from approximately ten companies and selecting as part of the team the best company to contract for the replacement of the Utilities current aging Customer Information System. As the manager of the Customer Service portion of the team I was in charge of customizing, testing, covering all issues and details from policy and software package customizations through installation. As lead of the Customer Service part of the team I was directly responsible for all aspects of the project for the Customer Service Call Center, ranging from 20 to 30 plus employees, which included working directly with the vendor on necessary programming changes to fit CSU's business practices. As a direct result of the increased complexity of the new Information System, I wrote up a basic job description to create a new job position of CIS Analyst and the formal proposal was written by a fellow co-worker. I and was promoted to CIS Analyst and Senior Account Specalist due to my success and expertise and became responsible for ensuring all business issues were managed to sufficient conclusion to maintain an excellent standard of Customer Serivce for CSU. My desire to move into a position where I could be working closer with customers led me to apply for Senior Account Specialist.