William Collazo Jr
Philadelphia
Summary
Team player with exemplary organization and communication skills. Savvy Special Projects Manager knowledgeable of gas utility industry and billing practices. Successfully incorporates critical thinking regarding technical issues and technical procedures. Highly organized and motivated individual.
Overview
21
21
years of professional experience
Work History
Special Projects Manager
Philadelphia Gas Works
Philadelphia, PA
11.2019 - Current
- Billing SME for the implementation of C2M, billing and collections software upgrade project.
- Assist in project design meetings, documenting business processes to ensuring training and the design are satisfactory and inline with the companies practice and policies.
- Adapted quickly to changing circumstances during projects execution without compromising timelines or desired outcomes.
- Coordinated efforts between departments involved in the projects ensuring seamless collaboration towards achieving common goals.
- Organized and prioritized my workload to meet 100% deadlines for deliverables.
- Collaborated with stakeholders to identify project requirements, ensuring alignment with business goals.
- Oversee the entry and creation of Rates for billing pre and post go live.
- Review and approve training material related to my area of expertise.
- I'm part of the training the trainers team. Make sure there is an effective transfer of knowledge while offering help desk support.
Accounts Management Supervisor
Philadelphia Gas Works
01.2011 - 11.2019
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks while maintaining a grade of service above 90%.
- Documentation and implementation of departmental policies and procedures increasing productivity by 30%.
- Development and implementation of the department’s first senior training manual and oversee the initiative to train senior personnel in cross functionalities and process rotation.
- Restructuring of the senior groups and backups and re-establishing a chain of command to facilitate collaboration with Customer Response Unit, Dispute Resolution Unit, Collections, Call Center, Operations, Commercial Resource Center and others, to maintain harmony and efficiency.
- Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes such as the implementation of letter merger for refund checks Increasing efficiency by 80%.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
Customer Service Supervisor for District Offices
Philadelphia Gas Works
01.2009 - 01.2011
- To enforce company policies and procedures while ensuring a friendly customer service atmosphere and satisfaction.
- Maintain a grade of service below 12 minutes.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Conducted regular quality assurance checks on team interactions with customers, ensuring adherence to company standards.
- Assure the offices are operating efficiently by conducting regular audits to verify adjustments are made per company protocol.
- Training and coaching the Customer Service Representative on new policies and procedures.
- Data entry and completion of daily and monthly reports such as time keeping and monthly monitoring and evaluations.
- Secure all currency; keep accurate financial records and release currency to brinks pick up as well perform an end of day.
- Assist in the implementation of new procedures and training for the remote deposit process.
- Proficient in Microsoft Office (Word, Excel, Power Point) Windows Cashier.
Customer Service Specialist for District Offices
Philadelphia Gas Works
08.2007 - 01.2009
- Serve as acting Supervisor when a Senior or Supervisor not present
- Provide assistance to my fellow employees with questions or irate customers.
- Managed high customer volume while maintaining a courteous and professional demeanor.
- Deescalated irate customers calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Complied with company policies and procedures by encouraging positive and effective work environment among employees.
Collections Clerk / Customer Service Representatives
Philadelphia Gas Works
05.2003 - 08.2007
- Acquired valuable skills in handling delinquent accounts and delivering great customer service
- Became knowledgeable in Philadelphia’s Gas Works process and procedures
- As a Customer Service Representative I received extensive training in handling Emergency calls such as gas leaks, fires, and explosions.
- Provided exceptional customer service during collections calls, maintaining professionalism at all times while resolving disputes efficiently.
- Remained current on industry regulations and compliance requirements, effectively applying this knowledge to daily tasks within the role.
Education
BBA - Business Administration
Community College of Philadelphia
Philadelphia, PA06.2028
Skills
- Innovation and Creativity
- Decision Making
- Market Research
- Organizational Skills
- Regulatory Compliance
- Performance Measurement
- Leadership Development
- Problem Solving
- Time Management
- Data Collection
- Project Requirements
- Processes and Procedures
Languages
Spanish
Native or Bilingual
hobbies and interests
Involved with the church and community to offer guidance and counseling.
Timeline
Special Projects Manager
Philadelphia Gas Works
11.2019 - Current
Accounts Management Supervisor
Philadelphia Gas Works
01.2011 - 11.2019
Customer Service Supervisor for District Offices
Philadelphia Gas Works
01.2009 - 01.2011
Customer Service Specialist for District Offices
Philadelphia Gas Works
08.2007 - 01.2009
Collections Clerk / Customer Service Representatives
Philadelphia Gas Works
05.2003 - 08.2007
BBA - Business Administration
Community College of Philadelphia