Maria I. Alicea
Philadelphia
Summary
Dynamic professional with extensive experience at Philadelphia Gas Works, excelling in customer service and quality assurance. Bilingual in English and Spanish, I leverage strong attention to detail and process improvement skills to enhance operational efficiency. Proven ability to train teams and resolve complex issues, ensuring customer satisfaction and compliance.
Overview
19
19
years of professional experience
Work History
Commercial Collection Contact Specialist
Philadelphia gas Works
Philadelphia
01.2021 - Current
- Perform customer telephone representative duties for all billing cycles including incoming and outgoing phone calls.
- Interpret the PGW Tariff as it relates to the various collection issues.
- Perform and respond to commercial/collection functions relating to commercial liens, judgements, theft cases, sheriff sale, tenant landlord, turn On/off requests, and collections agencies for all cycles.
- Coordinate service appointments and scheduled technician visits efficiently.
- Assist customers in understanding safety protocols for gas usage.
- Collaborate with technical teams to resolve service-related issues promptly.
- Document customer interactions and updated records in the database.
- Perform follow-up calls and emails to ensure satisfaction with products or services provided.
Lead Customer Service Quality Assurance Rep
Philadelphia gas Works
Philadelphia
04.2016 - 01.2021
- Trained team members on quality assurance protocols, enhancing adherence to best practices.
- Identified process improvement opportunities by analyzing data trends in operations.
- Executed office supervisor duties in their absence, supporting daily operations and managing reports and schedules.
- Performed all duties of a senior teller in their absence and completed teller reports and schedules.
- Evaluated customer responsibility program applications for accuracy.
- Supported daily operations in Universal services department.
- Supported review and approval of commercial applications for processing.
Utility Customer services representative
Philadelphia gas Works
Philadelphia
01.2010 - 04.2016
- Received customer inquiries by phone in an efficient, professional, and courteous manner
- Communicated effectively (oral & written) with customer
- Answered billing, product, and service inquiries and general information calls
- Processed emergency gas leak orders and appliance service order requests;
- Processed credit extensions, repayment agreements, and monthly budget plans
- Assisted customers with Energy Programs such as LIHEAP, CRISIS, UESF grants, and Weatherization
- Issued service turn-on, transfer of gas, and shut off requests from customers
- Discussed company policies to resolve billing problems, payment questions, and complaints.
Bank Teller
TD Bank
Philadelphia
05.2007 - 01.2010
- Processed customer transactions efficiently and accurately.
- Assisted customers with account inquiries and service requests.
- Explained bank services, financial products and applicable fees to customers, facilitating informed decision-making.
- Balanced cash drawer and maintained accurate records daily.
- Handled large sums of money with accuracy while maintaining appropriate levels of security.
- Verified customer signatures on documents and ensured accuracy of all paperwork before submitting for approval.
- Adhered to compliance regulations and operational procedures consistently.
- Trained new tellers on systems and customer service best practices.
- Completed training on fraud prevention techniques to enhance security measures.
Education
High School Diploma -
Tabernacle Academy
Philadelphia, PA06.2005
Medical Coding
AAPC
Some College (No Degree) - ASL
Community College of Philadelphia
Philadelphia, PASkills
- Bilingual Fluent in English and Spanish
- Conversational Sign Language
- Microsoft Office
- Extensive Knowledge of Internet Web Search Databases
- Attention to detail
- Team collaboration
- Quality assurance
- Process improvement
- Data entry proficiency
- Call handling
- Medical terminology
- ICD-10 proficiency
- Medical coding
- HCPCS coding
- Anatomy
- Procedural coding
Timeline
Commercial Collection Contact Specialist
Philadelphia gas Works
01.2021 - Current
Lead Customer Service Quality Assurance Rep
Philadelphia gas Works
04.2016 - 01.2021
Utility Customer services representative
Philadelphia gas Works
01.2010 - 04.2016
Bank Teller
TD Bank
05.2007 - 01.2010
High School Diploma -
Tabernacle Academy
Medical Coding
AAPC
Some College (No Degree) - ASL
Community College of Philadelphia