Customer Service Manager

Donna K. Reardon

**** *. **** **. ( Tucson, AZ **711 ( 520-***-**** or 520-***-****

( abi83j@r.postjobfree.com

Profile Of Qualifications

. Diversely experience Administrative Support / Office Manager / Customer

Care Representative office professional with a background in small

business operations. Possess a solid track record of top performance,

excellent interpersonal public relations skills, and a strong focus on

efficiently and accurately achieving goals and objectives. Areas of

skill & knowledge include:

office management / Customer Service / Account Maintenance

Invoicing / Bookkeeping / Phones / Reception

. Neat, organized, and dependable with ability to efficiently prioritize

workflow to ensure maximum productivity and cost effectiveness. Detail

oriented, self starter, and independently driven.

. Excellent interpersonal communication skills with ability to de-escalate

customer service issues and create a positive, professional rapport with

others.

. Computer knowledge - Windows based operating systems; MS Word, some

Excel, some Quick Books, UB Pro Utility Management.

. Data entry and report generation. Learn customized programs and

procedures quickly.

. Proactive in the creation of streamlined procedures and processes that

increase productivity and profitability.

Professional Experience

Ray Water Company, Inc. Tucson, AZ

9/97 - present

FRONT OFFICE / aCCOUNTS MANAGER

. Represent General Manager / Certified Operator in all day-to-day

operations for this privately held drinking water & business located in

south-central Tucson and serving residential, commercial and multi-

family housing units (single family home, town home, and apartment,

school, park, trailer park, hotel, and convenience store accounts).

. Determined, developed and maintained most efficient account numbering

and inventory system for existing accounts as well as new

installations. Managed all records, filing and work orders.

. Answered phones efficiently and courteously; greeted walk-in customers;

accepted applications, deposits (determined according to Corporation

Commission rules; recalculated & refunded when needed) and payments;

also prepared daily banking deposits as well as sales (taxable & non-

taxable) reports.

. Grew from 979 to 1,500 accounts with the setup of six new subdivisions

that included 375+ separate addresses and meter boxes.

. Managed relationship for sewer usage and billing with Wastewater

Management.

. Involved in a 100% computer conversion for all files and systems from

Mac to Windows based operating system (Utility Billing Pro) in 2003.

. Developed a staggered weekly billing system for 25% of accounts at a

time.

. Scheduled meter read routes and shut off lists.

. Ran all processes for daily and periodic reports needed for accountant

and/or Department of Environmental Quality (DEQ) audits/requests.

. Calculated "Aid in Construction" (% of annual water sales over a 10-

year time span to subdivision developers) and "Yearly Line Refunds"

(10% per year refunds to residential and commercial builders).

. Distributed and answered mail; wrote and prepared all letters and

correspondence; served as key vendor communications liaison with

extensive internal & external customer service.

. Major Accomplishments: Achieved a less than 2% loss on $1.25M of

annually billed revenues. Maintained backflow prevention assembly

within strict DEQ compliance. Zero Corporation Commission violations

(random audits).

Camel Water Service Tucson, AZ

1983 - 1997

Co-owner / director of operations

. Managed all Office Management functions including bookkeeping, cash

handling, trucking logs, payroll, taxes, records management, as well

scheduling and routing of truck and driver.

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