Customer Service Supervisor with 30+ Years Utilities Experience

Yolanda Domingo

**** ****** *** • Ewa Beach, HI *6706 • 808-***-**** • **********@*****.***

OBJECTIVE

Diligent and personable individual seeking a position in which project completion within time and budget constraints are a welcome challenge. Capable of handling multiple tasks in a fast-paced environment. Able to coordinate and comply with organization’s policies and procedures, including legal compliance and labor regulations. 30 plus years of working in electric and water industry, achieving excellent program development, implementation, and compliance, and enforcements activities

EDUCATION

Chapman University Irvine, CA September 2004

Master of Science in Organizations Leadership – Incomplete

University of Phoenix Fountain Valley, CA June 2002

Bachelor of Business Management

EXPERIENCE Date Hired

Public Utilities Commission (Oahu) 12/2/2025- 6/5/2026

Job Title

Consumer Affairs and Compliance Supervisor

Oversight and administration of the Commission’s activities and functions supervising Compliance Specialists and Investigators

Investigations into and compliance of chartered franchised, certificated, and registered public service companies

Education and community engagement

Developing and implementing employee expectations and procedures

Planning and directing employee’s workload and adherence to the Commissions general orders, rules, tariff, tariffs, decision and orders, operations, policies and activities

Evaluating programs and implementing procedures

Defining and analyzing and providing alternative course of action to section issues

American Savings Bank, Oahu HI 5/5/2025

Job Title

Customer Banking Center Representative

Intake customer inquiries within the client contact center, addressing client questions and/or issues in a professional and courteous manner. Researches situations, as necessary, to resolve concerns

Ensure that all information pertaining to client interactions is appropriately documented in client contact systems in order to analyze patterns and trends in the ASB client experience

Identifies opportunities to deepen the customer relationship by recommending bank products and or services to meet the customer needs. Refers customers to other bank representatives, as appropriate

Performs role in compliance with all banking laws and regulations, including, but not limited to the Bank Secrecy Act / Anti-Money Laundering (BSA/AML) and suspicious activity monitoring and reporting; immediately reports improper or suspicious activities to management

Handles customer interactions with proven ability to handle difficult customer interactions

Displays strong communication skills through oral and written means

Uses ASB’s proprietary systems proficiently

Uses basic mathematical skills and is proficient in the calculators and Microsoft Office

City of Anaheim Public Utilities Anaheim, CA 1987 to 6/14/2020

Citywide Customer Advocate 5/11/2017-6/14/20

Reviewing and Analyzing process and procedures to ensure seamless customer contact and the delivery of excellent customer service

Hiring and training staff to achieve customer-focused service

Developing surveys and scripts to interview customers regarding their interaction with the organization

Acting as a secret shopper throughout the organization to get a personal experience of the services offered

Performing several frontline tasks to discover and alter process redundancies

Resource Development Specialist 4/13/2016 – 5/11/17

Developing/managing outside vendors’ contracts and proposal

Formatting and editing new and existing program proposals

Preparing and reviewing contracts for agency’s policy adherence

Collaborating with legal team on documents for contractors’ compliance

Reporting programs statistics to State agencies

Conducting seminars for program awareness

Worked with legal staff to ensure regulatory compliance; ability to handle confidential information

Integrated Resource Specialist 7/11/2011 – 4/13/2016

Procuring energy through Cal Independent Systems Operators

Scheduling real time system loads

Forecasting system load and making changes as needed

Reporting usage statistics to upper management and state agency officials

Assistant Customer Service Manager 4/12/2004 – 7/10/2016

Managing daily operations of call center and credit & collections

Hiring and dismissing personnel

Overseeing personnel training and disciplinary actions

Handling escalated customers’ calls and in person

Responding to City Manager’s correspondence

Reviewing and approving external contracts

Analyzing and implementing system software to improve customer contact

Developed and implemented newly 3-1-1 call center to assist citizens to county and city services

Awards, Memberships, and Volunteer Services Length of Service

Toast Masters International 2011 – 2015

Awarded a certificate of accomplishment for

achieving top performance during the 2014-2017 drought ordinance

Served as Co-Chair for 4 years of D.E.V.O.T.E (Dedicated Employees Volunteering and Offering Time and Energy) an employee volunteer service to enhance community services to the elderly population

Computer Skills

–Proficient in Microsoft Processors: Word, PowerPoint, and Excel

–Writing Skills – Ability to efficiently produce concise, organized reports, labs and memos

–Public Speaking – Member of Toast Masters

–Language Skills – Fluent in Spanish’s reading, writing, and speaking

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