Customer Service Manager
Resume:
Andy Prout
Langdon Alberta
T*J 1X2
aprout_66@ yahoo.ca
Attn: To Whom it may concern:
In my roles at both ENMAX and FortisAlberta and Cognera, I have learned how to adapt to changing situations. While keeping up with changing regulations in the utility industry.
With each position I fulfilled, I enhanced my knowledge regarding Billing and Load Settlement rules while dealing with detailed customer inquiries. My knowledge and use is above average as I was using all the Microsoft office tools to explain my position to the customers concerns.My carreer started at the City of Calgary call center in 1999. I believe with my customer service and technical skills and SAP knowledge are great skills to take to my next employer
My responsibilities while working as a Retail Billing Analyst required my previous knowledge of Alberta load settlement rules to help clients find compliant solutions to provide excellent customer service for the Ontario market. I also needed to find ways to gain information to complete such things as contact lists for all Emergency Personal in the Fortisalberta service area to verify they were properly trained in electric emergency’s and how to handle downed lines. Working prior as a Load Settlement Analyst took a great deal of knowledge of SAP billing system and EV2K the settlement engine along with querying in SQL, Access while using Microsoft office suite tools to create reports for Management to complete my job efficiently and correctly.
I look forward to discussing my qualifications with you. Thank you for your time and consideration.
Sincerely,
Andy Prout
28 Barber Street
Langdon Alberta Home Phone
Andy Prout
Objective To obtain a position that will fulfill my need to learn by always having an opportunity to expand my knowledge. While still dealing with the public to better educate as needed to help them understand their issue and resolution.
Experience Retail Billing Analyst Cognera Jun 2012-Mar 2013 Calgary, Alberta
• Help customers and retailer understand there billing
• Reviewed and completed several reports daily on compliance for client
• Worked with management and IT to streamline process and system
June 2008-June 2011 FortisAlberta Airdrie, Alberta
Stakeholder Relations Manager
Liaison between Electrical Retailers and FortisAlberta to resolve Tariff Billing and Settlement compliance.
Created a new customer database to streamline the contact information.
Updated Retailer Guide book yearly with changes in the AUC rules for billing and load settlement to assist retailers to understand deregulation rule changes.
June 2005-June 2008 FortisAlberta Calgary, Alberta
Load Settlement Analyst
Reduced Load settlement run time from 12 hours to 1.5 hours using IT resources and reporting improvements.
Analyze and processed Settlement and Post Final Adjustment Errors
Trained new Settlement Analysts and Coordinators for the Load Settlement group.
July 2003-June 2005 ENMAX Power Calgary, Alberta
Retailer Billing Analyst
Performed complex reconciliations across multiple applications including SAP and EV2K to validate the accuracy of Tariff Billing and Settlement data
Ensured the accurate and timely completion of all preparatory activities to facilitate Settlement calculations while providing timely investigation and follow up on Tariff Billing and Settlement exceptions
Met all internal and external deadlines as defined in the SSC for each Settlement zone managed by EPC in the EV2K application to ensure compliance with the SSC in all operational and project deliverables
Tested, implemented and documented new system functionality in accordance with Tariff Billing and SSC while updating business processes as necessary to ensure accuracy and completeness of Tariff Billing and Settlement data
Education 2006-2008 Nexient Learning Calgary, Alberta
Business Analysis Certificate
2003-2006 SAIT Calgary, Alberta
Computer Business Certificate
1985 Western Canada High School Calgary, Alberta
High School Diploma
Skills Trained in all Microsoft Office 2010 including Business Contact Manager as well as SQL querying, EV2K knowledge.
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