Veronica Martinez Email & Phone Number

Ocala, Florida, United States

• Oversee daily operations of Municipal Billing, Call Center, Service Desk, and Payment Center.• Manage all Customer Service Department contracts, including writing scopes of work as contracts expire and go out for bid.• Active participant of the Utility Advisory Board (UAB), involving presentations and open discussions.• Update and evaluate departments’ monthly performance measures that support the departments and City’s long-term and short-term goals.• Liaison between departments to ensure proper communication and reporting practices.• Formulates, implements, and evaluates strategies, and policies and procedures.• Actively participates in the yearly budget process alongside the Finance & Customer Service Director. • Oversee and maintain the customer service webpage on the City’s website.• Manage the hiring and disciplinary process of personnel.

Ocala, Florida, United States

• Worked closely with Information Technology team in testing and implementing the online start, stop, and transfer residential service application.• Received, processed, and maintained utility non-cash deposit documents.• Completed monthly and quarterly surprise cash audits.• Stand-in for other supervisors, providing coverage for their areas as needed.• Trained and coached teams in standard policies, procedures, and best practices.• Coordinated billing system testing as required for upgrades.• Maintained and coordinated training for the Customer Service Office and Finance Department.

Ocala, Florida, United States

• Led billing team in effectively completing the bill process on-time each month.• Served as a liaison to the third-party vendor for printing and mailing of bills.• Processed personnel action forms and yearly evaluations of employee performance.• Managed the utility prepaid reconciliation process.

Ocala, Florida, United States

• Reviewed and updated standard operating procedures to fall in-line with current practices and billing system processes.• Responsible for all email inquiries to the customer service office inbox.• Assisted call center, payment center, and service desk as needed.

Ocala, Florida, United States

• Completed monthly quality assurance monitoring of recorded or live agent calls.• Provided on demand assistance to customers and personnel.• Active participant of the prepaid program, becoming part of the pilot program prior to implementation.