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Work Background
City of West AllisWater System Superintendent
Jun. 2022West Allis, Wisconsin, United StatesDirects and coordinates all water division activities, including office and field operations; oversees all customer service and billing functions; assists Director of Public Works in the resolution of Departmental Administrative problems; plans, schedules, and coordinates work operations; assigns, directs and reviews the work of subordinates and evaluate their performance; keeps abreast of new trends and innovations in the field of water operations, maintenance, and laboratory analysis; recommends changes in procedures and processes to improve efficiency; supporting initiatives such as strategic planning, LEAN and innovation; initiates or recommends personnel actions; maintains balanced work loads for all units of the division; inspects and corrects unsafe work practices, unsafe work conditions, and unsafe tools and equipment; investigates accidents; coordinates municipal water service and maintenance functions with other City offices; oversees customer service and water billing functions; provides technical assistance and consults with other departments on matters pertaining to water standards and maintenance; supervises and oversees compliance with federal, state and local water quality standards; receives, investigates and adjusts customer complaints; enters manholes; assists in the preparation and implementation of capital improvement programs to ensure the Water Distribution System will maintain long-term and stable operations and compliance with all federal and State regulations; participates in the preparation of the operations budget; estimates personnel and equipment needs for budgetary purposes and distributes supplies; supervises inventory and stockroom activities; supervises and assists in the maintenance and preparation of records; makes, studies and prepares reports; attends professional group meetings
City of West AllisCustomer Service Supervisor
Oct. 2015 - Jun. 2022West Allis, WIAs a dedicated Customer Service Supervisor for the City of West Allis, I leverage my Bachelor of Business Administration in Marketing from the University of Wisconsin-Milwaukee to enhance community engagement and streamline municipal operations. My experience spans customer service, public administration, and effective communication, all aimed at improving the quality of life for residents. Passionate about local government, I am committed to fostering positive change and delivering exceptional service. Applying Lean Six Sigma principles to recognize continuous improvement opportunities in the Department of Public Works. Managing the operational efficiency and quality of utility billing and meter shop operations for over 19,000 metered customers. Maintaining documentation of process and procedures for the water utility. Supporting the professional development and performance management of water utility employees.
Johnson Controls, Inc.Customer Focused Team Leader
Jul. 2009 - Oct. 2015Milwaukee, WILeading day to day activities of customer support team dedicated to national multi-site portfolios. Improving processes and procedures to deliver exceptional customer satisfaction. Driving revenue and margin volume along with accounts receivable targets. Coaching and training customer service specialist. Establishing metrics and tracking results for performance reviews.
Johnson Controls, Inc.Senior Operations Program Analyst
Mar. 2007 - Jul. 2009MIlwaukee, WIManaged the inter-company relationship between Global WorkPlace Solutions and other Building Efficiency groups. Facilitated issue resolution between global clients and service branch offices disbursed globally. Provided service solutions for new and existing global clients. Partnered with service branch to drive process and performance metrics. Exceeded revenue & margin plan for 2008 & 2009.
Johnson Controls, Inc.National Service Team Leader
Nov. 2005 - Aug. 2006MIlwaukee, WILead training and development of call center representatives, managed work flow and call flow for national call center, developed reports, managed work in progress resolutions, and handled customer escalations.
Johnson Controls, Inc.National Customer Coordinator
Jul. 2005 - Nov. 2005Milwaukee, WIProvided dedicated and focused account management for national service clients, participated as an active account team member by collecting account information, tracking account activity, and providing suggestions that will increase customer satisfaction and improve overall account profitability, and coordinated scheduling, billing, and booking for planned maintenance visits for 122 service branches and over 5000 customer sites
Johnson Controls, Inc.Service Administration Admin Specialist
Apr. 2003 - Apr. 2005Milwaukee, WIManaged planned service agreement portfolio for national clients. Ensured scope of work and service delivery plan were executed according to the customer agreement.
Johnson Controls, Inc.Senior Customer Service Representative
Dec. 2002 - Apr. 2003Handled inbound calls, faxes and e-mail requests for sales orders, return material authorizations, quotations, and customer support for a large client base. Worked extensively with assigned clients, internal branch offices, distributors, original equipment manufacturers, building owners, contractors, government and internal personnel
Johnson Controls, Inc.Customer Service Representative
Dec. 2000 - Dec. 2002Milwaukee, WIHandled inbound calls, faxes and e-mail requests for sales orders, return material authorizations, quotations, and customer support for a large client base. Worked extensively with assigned clients, internal branch offices, distributors, original equipment manufacturers, building owners, contractors, government and internal personnel
Assurant (Formerly Fortis Health)Special Projects Coordinator
Mar. 1999 - Dec. 2000Milwaukee, WIHandling special projects to assist the management of the call center,Streamlining processes and training to team members,
Managing the small group force rollover project which involved changing health insurance plans for approximately nine thousand employers
Assurant (Formerly Fortis Health)Customer Service Representative
Mar. 1999 - Jul. 2000Milwaukee, WIHandled inbound calls from agents, providers, employers, and policy holders, maintained continuous learning and development on basic medical terminology and health insurance fundamentals for small group policies
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