RAJESH KOLI
Oakville,ON
Summary
Analytical, organized and detail-oriented customer service professional with over 20 years of progressive experience at Hydro One serving residential, business and solar-generation customers. Collaborative team player with an ownership mentality and a strong understanding of billing.
Overview
21
21
years of professional experience
Work History
Billing Specialist
Mass Market Billing
05.2020 - Current
- Completed billing exceptions in SAP for accounts which have stopped billing, have errors or require adjustments.
- Project Work for migration of accounts from Orillia Hydro & Peterborough Hydro (June & July 2021) – fixed accounts to ensure production of first bill with H1, flagged billing issues to project team and called customers to discuss and resolve billing concerns
- Recognized by Customer Program Manager for quality of work and assistance with extra work volumes
- Assisted with billing calls and provided timely responses to enhance customer satisfaction.
- Worked as a Subject Matter Expert in MS Teams to assist coworkers in resolving billing issues
Advisor
Business Customer Centre
12.2019 - 03.2020
- Provided end-to-end account management services for demand-metered customers in the Industrial and Manufacturing sector via calls & email
- Promoted Conservation Demand Management programs such as Retrofit and Small Business Lighting Program
- Collections: called customers in arrears to negotiate payment arrangements
- Priority queue for Police, Fire & Ambulance emergency calls
- Handled trouble-ticket calls for Hydro One Telecom customers
- Requested by Management to assist with orderly wind-down of department
Escalations Supervisor
Business Customer Centre
03.2014 - 08.2016
- Investigated and resolved complaints about accounts initiated by customers and employees, many related to migration to new billing system
- Handled mixed meter and meter accuracy complaints
- Negotiated settlements of customer complaints
- Audited email going out to the public; provided feedback to agents
- Met with two levels of management on a weekly basis to review escalations and discuss trends and gaps in process
- Regularly assigned media-sensitive cases from senior management
- Tracked complaints in a database and spreadsheet to ensure their timely closure
Team Lead
Business Customer Centre
07.2015 - 12.2015
- Short-term rotation to cover Team Lead away on Project
- Managed a team of 12 agents
- Coached agents on call quality, schedule adherence & audited written correspondence
- Hosted regular meetings to communicate updates from management
- Met with management on a weekly basis to review agents’ performance and escalate issues as needed
Customer Care Team Agent
Business Customer Centre
01.2012 - 03.2014
- Handled and promptly resolved calls and emails for several types of accounts: demand-metered, Microfit, streetlight, summary billing and Hydro One Telecom
- Flagged issues & potential defects related to new CIS system
- Worked SAP billing exceptions and billing corrections
High Bill Specialist
Smart Meter Control Centre
05.2010 - 01.2012
- Handled calls from field employees installing smart meters and related devices (mesh repeaters & regional collectors)
- Proactively handled customer escalations of high bills where increases were perceived to be related to a meter change and maintained database of such complaints
- Discussed high bills with customers, negotiated payment arrangements and issued work orders for meter testing
- Participated in Ombudsman of Ontario inspection by providing examples to showcase Hydro One’s process of managing customer complaints especially those involving meters
- Flagged accounts being billed incorrectly to Applications Support group
Customer Care Team Agent
Customer Communications Centre
06.2003 - 05.2010
- Handled calls and paperwork related to billing, power outages, engineering investigations, forestry orders, underground locates, collections
- Supported Team Leads by answering process-related questions from temporary hires
Education
BACHELOR OF ARTS - GEOGRAPHY
UNIVERSITY OF TORONTO
Timeline
Billing Specialist
Mass Market Billing
05.2020 - Current
Advisor
Business Customer Centre
12.2019 - 03.2020
Team Lead
Business Customer Centre
07.2015 - 12.2015
Escalations Supervisor
Business Customer Centre
03.2014 - 08.2016
Customer Care Team Agent
Business Customer Centre
01.2012 - 03.2014
High Bill Specialist
Smart Meter Control Centre
05.2010 - 01.2012
Customer Care Team Agent
Customer Communications Centre
06.2003 - 05.2010
BACHELOR OF ARTS - GEOGRAPHY
UNIVERSITY OF TORONTO
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