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CANDIDATE PROFILE
Name: Marq Aytes
Last Updated: 2022-09-19
Email: marq.aytes@gmail.com
Phone #: 619-952-7692
Address: El Cajon, California 92019
El Cajon, CA 92019
RESUME
Solutions-focused, people-centered professional with extensive experience in managing teams within diverse industries of business. Effective leader, experienced in identifying challenges and implementing solutions. Analytical, hands-on supervisor with strong work ethic and unsurpassed commitment to achieving goals and objectives of the company through excellent problem-solving and decision-making aptitudes. Efficient communicator, able to establish strong relationships with all levels of management and diverse clients. Flexible to work remotely.

CORE COMPETENCIES

Project Management | Strategic Planning and Implementation | Training and Development
Change Management | Conflict Management | Performance Monitoring and Improvement
Customer Service | Policies and Procedures Compliance | Data Research and Gathering
Process Optimization | Staff Supervision | Records Maintenance

RELEVANT EXPERIENCE

HELIX WATER DISTRICT, LA MESA, CA
Customer Service Supervisor May 2018–Present
 Supervise eight employees including six customer service representatives and two customer service specialists
 Render technical leadership to plan, delegate, and supervise the Customer Service Team, while collaborating with customer service manager in evaluating customer service staff; overseeing long-term plans, goals, and objectives; and hands-on involvement in developing plans, policies, systems, and procedures
 Address and solve customer concerns in-person, by telephone, or through email, mail, and fax. Oversee initiation and manage termination process of residential, commercial, and temporary construction water service accounts; interpret billing practices and rates; manage service turn-on or turn-off requests, accounts, and field work orders
 Respond to questions regarding utility bills by reviewing online consumption history and conducting research; submitting requests for meter re-reads and meter tests; reviewing field results; and recommending and approving billing adjustments
 Review work order requests from customer service staff for the installation of new laterals, services, and meters, as well as verification of completed work orders
 Process invoices for purchase orders for departmental expenses
 Conduct data gathering and research, develop analysis and reports on capacity, workload trends, policy and process improvements, and related operations.
 Assume customer service manager duties as necessary to manage other customer service and meter reading department staff

Interim Customer Service Manager Feb 2021–Jun 2022
 Oversaw implementation of long-term strategic plans, goals, and objectives established by the Board of Directors which impact the Customer Service Department
 Managed, trained, and supervised 15 direct reports, including 6 customer service representatives, 2 customer service specialists, 5-meter readers, and 2 field service representatives
 Managed staff performance by conducting staff performance reviews, recommending merit increases and other rewards; providing coaching as necessary, to ensure staff has all tools necessary to meet performance standards for success. Implemented disciplinary actions due to performance deficiencies in alignment with district personnel policies and memorandum of understanding
 Managed billing and collections process, which included customer accounts review, meter reading and billing problem resolution, customer complaints, payments receipt and accounting, approve credit arrangements for delinquent bill payments, and delinquent account write-offs
 Provided direction to staff in operating and troubleshooting customer utility billing program, online payment processing service, and mobile service order program
 Responded to customer complaints and inquiries, and coordinated with different departments to resolve customer concerns, particularly sensitive, difficult, and complex incidents
 Managed, established, and monitored capacity and performance quality measures, assessed trends, updated performance standards and procedures, executed quality management methods to enhance service delivery and cost effectiveness, and developed contingency plans to meet emergency/peak customer service needs for assistance

Customer Service Representative Jan 2015–May 2018
 Addressed customer requests received by emails, mail, telephone, or in-person to develop, terminate, correct, and update utility services/accounts
 Took charge of explaining water rates, billing practices, conservation regulations, and district policies
 Conducted research to respond to customer inquiries; resolved billing and amount discrepancies; and accepted walk-in payments, posted payment information, and updated account information
 Handled resolution and de-escalation of upset customers during tensed situations
 Projected positive and professional composure with customers and district employees

ADDITIONAL RELEVANT EXPERIENCE

EL CAMINO MEMORIAL PARK, SAN DIEGO, CA
Certificate Supervisor Jan 2010–Mar 2013
 Supervised two certificate clerks, one memorial printing staff, and three drivers
 Applied expertise in registering death certificates and burial permits
 Managed coordination and schedule of delivery of burial permits and death certificates
 Carried out modification of death certificate registration and reporting processes to establish a successful burial report
 Demonstrated financial skills by balancing accounts payable, accounts receivable, and reconciliation reports
 Maintained consistency in achieving stellar customer satisfaction reports for memorial printing accuracy and quality
 Managed department budgets for the certificate and printing departments
 Conducted quarterly and yearly employee reviews

Receptionist/Accounts Receivable and Records Coordinator Mar 2004–Jan 2010
 Managed reconciliation and resolution of payment and receivable discrepancies.
 Provided training to new hires on recordkeeping and reporting procedures.
 Served as guide to the daily scheduling of services, plot availability, and placement.
 Operated a multi-line telephone system and redirected calls to appropriate personnel.

PROFESSIONAL DEVELOPMENT

Certification
Cardiopulmonary Resuscitation (CPR), 2022 /First Aid Certified, 2022
IS-100 Introduction to ICS Certification, FEMA, 2021
IS-100 (ICS).IS-700 (NIMS), FEMA, 2021
IS-700 Certification, NIMS, FEMA, 2021
Computerized Office Administration Certification, Valley Career College, El Cajon, CA, 2002

Training
Injury and Illness Prevention Program, 2019 / COVID-19 Prevention Program, 2021
Leaves, Leaves and More Leaves Training for Supervisors, 2021
COVID-19 IIPP Supplement Training, 2021
Ergonomics – Office, 2016 / Hazardous Materials Business Plan, 2021
Yearly Sexual Harassment & Discrimination Training, 2021
Yearly Sexual Harassment Supervisory Training, 2021
Drug & Alcohol Awareness Training, 2021
Yearly Drug & Alcohol Reasonable Suspicion for Supervisors, 2021
Effecting Change Through Front-Line Leadership, 2019 / Workplace Violence Awareness, 2022
Navigating the Crossroads of Discipline and Disability Accommodation, 2020
Emergency Operations Plan Training, 2019 / Preventing Slips, Trips and Falls Training, 2022
Active Shooter Training, La Mesa Police Department, 2015 / Supervisor’s Academy, 2018
Bloodborne Pathogens, 2022 / Evacuation Drills, 2021 / Defensive Driving, 2015
Fire Prevention-Extinguisher Use, 2022

ACTIVITIES

True Audacity Inc., COO
Helix Water District, Emergency Operations Committee

TECHNICAL SKILLS

Microsoft Office (Word, Excel, Outlook) | Cayenta | HP | OnBase | GIS | AS400 | HMIS
Munis/ERP | Burial Systems Management | CA-EDRS | ESRI


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