Victoria Quinonez

Supervise the daily billing process for water, sewer, solid waste, and irrigation services, as well as oversee payment processing activities. Coordinate schedules to provide efficient support for all Customer Service areas, including phone, billing, front counter, and city cashier services for City of Tempe customers and staff. Ensure accuracy in staff work and provide continuous training. Evaluate and monitor the service quality delivered by staff members to City of Tempe customers.

Supervises the activities of subordinates including employee selection, training, instruction, task assignment, work review

• Supported a positive work culture that prioritized teamwork, professionalism, continuous learning opportunities.
• Analyze utility billing processes and software systems; recommend changes; assist in the implementation of new or upgraded software systems and provide relevant training to staff
• Monitor the daily/ block billing and collection of charges for water, sewer, solid waste, and irrigation services are completed on time
• Counsel employees to address performance issues; implement disciplinary procedures; create staff schedules to ensure optimal service levels are maintained, schedule and conduct staff meetings
• Manage staff payroll, submit payment requisitions
• Research and respond to and resolve difficult inquires and customer complaints; provide backup support in all areas of Customer Services as required

• Responsible for providing assistance to customers on the telephone and in person regarding utility billing. Process utility payments, calculate and process necessary billing adjustments, and compose written responses to customers with billing inquiries and city services questions.

• Responsible for reconciling, tracking, and reporting financial transactions. Records and reconciles financial data, tracks register audits, charge backs and secures accounting files.

• Responsible for managing staff, ensuring high quality customer service and dealing with unresolved customer service issues. Also, conducting money services such as money transfers, money orders and returns.

• Responsible for processing customer orders, answering any customers question and or concerns while providing excellent customer service.