Experience

City of Bonney Lake
• Government Administration
• 1 - 100 Employee
• Customer Service Manager

  • Jun 2021 - Present


City Of Lacey

• United States
• Government Administration
• 1 - 100 Employee

• Utility billing supervisor

  • Jan 2011 - Apr 2021

  Lead a staff of professionals in the areas of customer service, automated meter reading system maintenance, payment processing, merchant services administration, business licenses, passport administration and processing, B & O tax, and the City violations bureau. Responsible for timely billing and collecting of charges for water, sewer, and storm sewer the weekly reading of water meters, the turning on and off of water meters and the operation of customer service and cashiering activities; supervises the discontinuance of service and lien processing for delinquent accounts; Selected, motivated, trained, supervised, and evaluated the performance of staff, created and executed individual and cross-training plans to develop necessary staff skills. Communicate effectively and developed and maintained positive and cooperative relationships with employees, internal department partners, other public agencies, citizens, and stakeholders; Assisted with the development of division goals, objectives, and priorities; monitored and measured performance; provide coaching, and implemented corrective work plans and/or actions as needed. Developed strategies for customer service functions provided within the Division and implements the program or directs program operation with the assistance of the utility billing staff and/or other City departments. Maintain filing systems and records. Defined policies and procedures relating to utility billing collections. Performs internal audits; researches problem utility accounts; resolves difficult customer complaints and situations not settled by customer services staff. Show less



Baldwin Resource Group

• Administrative Services Manager

  • May 2009 - Jan 2011

  Supervise Reception, Customer Service, Wellness, Responsible for all support services to Executives, Cost Accounting, Asset Management, Work with the CRM system, RFP’s, Presentations, Licensing and Taxes, Records Management, Fleet Manager, Safety, Workers Compensation and L & I Administration, back up for Accountant, Accounts Payables, Payroll, Policies and Procedures, Leave Management, Employee Handbook, Benefit Administration, Project Management, Marketing and Sales Support. Supervise Reception, Customer Service, Wellness, Responsible for all support services to Executives, Cost Accounting, Asset Management, Work with the CRM system, RFP’s, Presentations, Licensing and Taxes, Records Management, Fleet Manager, Safety, Workers Compensation and L & I Administration, back up for Accountant, Accounts Payables, Payroll, Policies and Procedures, Leave Management, Employee Handbook, Benefit Administration, Project Management, Marketing and Sales Support.



Grange Insurance Association

• United States
• Insurance
• 100 - 200 Employee

• Human Resources Manager

  • Jan 2007 - May 2009

  All Benefits and Wellness, Pension and 401K Administration, Open enrollment, FMLA and Leave Administration, Supervise Payroll, Employee Relations, Training, Management of the HRIS System, Policies and Procedures, 5500 Filings, New Hire Orientation, Exit Interviews, Workers Compensation, Safety, Business Continuity Planning, ADA Administration and Accommodation Requests, L & I Administration, Compensation, Cobra Administration, Recruitment, Project Manager for Payroll conversion, Developed and Facilitated all Employees on Customer Service Training. Show less



City of Normandy Park

• United States
• Government Administration
• 1 - 100 Employee

• Assistant To The City Manager

  • Jun 2001 - Apr 2006

  All Human Resource Functions, including; WCIA Delegate, Wellness, Safety, Benefit and Leave Administration, Recruitment, Hiring, Interviewing, Compensation, Workers Compensation & L & I Administration, New Hire Orientation, Labor Relations, Employee Relations, Customer Service, RFP’s, Proclamations, Agenda bills, back up for City Clerk, Civil Service Secretary, Policies and Procedures, Records Management, Cobra Administration, Project Management, Budgeting, Cost Accounting, Payroll, Asset Management, Accounts Receivables and Payables. Show less



National Car Rental

• United States
• Travel Arrangements
• 500 - 600 Employee

• Human Resources Manager

  • Jun 1981 - Jan 2001

  All Human Resource Functions, Workers Compensation and L & I Administration, All training for the West Region, New Hire Orientation, Leave and FMLA Administration, Benefits, Wellness, Compensation, Employee Relations, Labor Relations, Labor Negotiations, Customer Service, Budgeting, Safety, Workers Compensation, Hazard Communication, Payroll, Accident and Insurance Administration, Organizational Development, Cobra Administration, Recruitment, Project Manager for 3 payroll conversions, a software conversion and a hardware conversion; Licensing, Titling, Cost Accounting, Accounts Payables, Supervise 45 Customer Service Agents, Developed and Facilitated all Employees on Customer Service Training. Show less