Summary
Overview
Work History
Education
Skills
Timeline
Generic

Tonia Lucas

Bloomington

Summary

Results-driven Utilities Technician at City of Bloomington Utilities, adept at enhancing operational efficiency through effective project management and data analysis. Proven ability to collaborate with stakeholders and contractors, ensuring timely project completion. Skilled in database management and customer service, with a strong focus on process improvement and attention to detail.

Overview

26
26
years of professional experience

Work History

UTILITIES TECHNICIAN

CITY OF BLOOMINGTON UTILITIES
Bloomington
09.2006 - Current
  • Manage and track multiple projects, plan submissions, and permits via project management applications.
  • Evaluate project data for accuracy and completeness.
  • Maintain digital and physical database files for department-wide accessibility.
  • Coordinate interdepartmental collaboration to enhance utility operations efficiency.
  • Collaborate with contractors and developers to optimize project review timelines, complete preconstruction meetings, and walk-through inspections.
  • Provide clear communication and status updates to stakeholders on project progress.
  • Calculate stormwater runoff fees for non-residential locations within the city limits, and update billing accordingly.
  • Provide technical support for all departmental staff members.
  • Train with several key staff members within the department to administer the duties of those roles during absences or vacancies. (Positions include: Utility Inspector, Project Coordinator - New Services, Project Coordinator - Land Acquisitions, and the Backflow Program Manager)

CUSTOMER SERVICE REPRESENTATIVE

CITY OF BLOOMINGTON UTILITIES
Bloomington
12.1999 - 09.2006
  • Provided exceptional customer service to ensure customer satisfaction while resolving service requests and billing inquiries.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Conducted thorough account reviews to identify discrepancies and implement updates.
  • Scheduled inspections for precise meter readings and leak assessments.
  • Developed a database for streamlined tracking of annual SCCAP funding disbursements, and set up payment arrangements for customers in financial distress.
  • Indexed documentation into OnBase to improve accessibility of service records.
  • Served as a back-up for the Department Supervisor, as needed.

Education

Undergraduate Studies

INDIANA UNIVERSITY
BLOOMINGTON, IN

AutoCAD

IVY TECH STATE COLLEGE
BLOOMINGTON, IN

Skills

  • Business office software proficiency: Word, Excel, Adobe Pro, Google Docs, and Gmail
  • Technical software expertise: BlueBeam Revu, OnBase, New World Billing, permitting databases, IT Pipes, ArcGIS, TrackMyBackflow, and Utility Commander
  • Project and permit management
  • Data evaluation and analysis
  • Database updates and management
  • Customer service and support
  • Stakeholder communication
  • Contractor and Team collaboration
  • Permit tracking and processing
  • Analytical thinking, problem solving, and process improvement
  • Multitasking skills
  • Website content and document management
  • Attention to detail
  • Adaptability and flexibility
  • Time management skills
  • Project management
  • Database management

Timeline

UTILITIES TECHNICIAN

CITY OF BLOOMINGTON UTILITIES
09.2006 - Current

CUSTOMER SERVICE REPRESENTATIVE

CITY OF BLOOMINGTON UTILITIES
12.1999 - 09.2006

Undergraduate Studies

INDIANA UNIVERSITY

AutoCAD

IVY TECH STATE COLLEGE

Similar Profiles

CREATE PROFILE
Tonia Lucas