RICARDO WALTERS
Customer Service Officer
Greater Pormore
Summary
With over 10 years of experience at the National Water Commission, honed skills in customer service and quality control. Expertise in complaint resolution, data analysis, quality assurance, and enhancing the overall customer experience. Throughout career, successfully led initiatives, mentored peers, and streamlined operations to ensure highest service standards are upheld with positive attitude, customer centricity and genuine interest in helping others.
Overview
12
12
years of professional experience
11
11
years of post-secondary education
Work History
Customer Service Representative / Supporting Officer – Contact Centre
National Water Commission
12.2024 - Current
- Assist agents with complex customer queries and troubleshooting steps.
- Provide guidance and support to team members on challenging cases.
- Escalate high-priority issues through the appropriate channels for timely resolution.
- Ensure smooth operation of customer engagement processes within the call center.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Major Accounts Officer (Reassigned)
National Water Commission
11.2024 - 12.2024
- Returned to previous duties involving audit of major users, investigating irregularities, and ensuring account compliance.
Customer Relations & Quality Control Officer
National Water Commission
04.2022 - 11.2024
- Addressed written customer inquiries and resolved cases efficiently.
- Performed manual adjustments to rectify billing issues.
- Monitored online payment arrangement requests and NWC mobile app cases.
- Maintained high service quality standards while supporting operational goals.
Revenue Field Officer
National Water Commission
07.2023 - 11.2023
- Conducting water audits to determine if customers, both residential and commerical, are legally connected.
- Detecting illegal connections, disconnecting supply and documenting findings and recommendations for further action.
- Reviewing account consumption patterns and history; investigating any apparent irregularity and documenting report on findings to the Revenue Recovery Manager
- Supervising the overall operation of the Chief Plumber and Plumbers to achieve the department's goals and objectives.
Senior Customer Care Officer (Acting)
National Water Commission
04.2021 - 04.2022
- Prioritized the swift resolution of customer needs while maintaining high service standards.
- Handled manual adjustments beyond credits, addressing imbalances from meter-related issues.
- Monitored online Payment Arrangement requests and managed NWC mobile app inquiries.
- Ensured a seamless customer experience through detailed follow-ups and communication.
Major Accounts Officer (Acting)
National Water Commission
07.2020 - 04.2021
- Conducted plaza audits to identify unauthorized connections or supply upgrades.
- Investigated irregularities and documented findings on Banner Cx after site visits.
- Monitored major commercial accounts and ensured monthly bill payments.
- Prepared and submitted credit/debit adjustments and monthly reports.
Customer Care Officer & Cashier
National Water Commission
03.2017 - 07.2020
- Ensured accurate cash handling and daily reconciliation.
- Resolved customer queries and followed up on cases until fully addressed.
- Analyzed accounts and processed credit/debit adjustments.
- Assisted with service reconnection and disconnections.
Clerical Officer
National Water Commission
02.2013 - 03.2017
- Monitored delinquent accounts and updated information in Banner Cx.
- Dispatched service orders for disconnection and reconnection.
- Activated and deactivated customer accounts as needed.
- Prepared monthly reports and supported customers with service queries.
Education
Bachelor of Social Science - Policy & Public Management
University of West Indies
Kingston 09.2025 - 06.2029
Associate Degree - Business Studies
ASC
Portmore 09.2017 - 06.2019
CXC Subjects - English Language, Mathematics, History, Principles of Business, Social Studies
BridgePort High School
Portmore 09.2006 - 09.2011
Skills
- Customer Relationship Management
Customer service
- Team Leadership
- Strong Written & Verbal Communication
- Microsoft Office Suite
- Workflow Optimization
- Complaint Resolution
- Data Analysis & Reporting
- Quality Control & Assurance
- Customer Relationship Management
Timeline
Bachelor of Social Science - Policy & Public Management
University of West Indies
09.2025 - 06.2029
Customer Service Representative / Supporting Officer – Contact Centre
National Water Commission
12.2024 - Current
Major Accounts Officer (Reassigned)
National Water Commission
11.2024 - 12.2024
Revenue Field Officer
National Water Commission
07.2023 - 11.2023
Customer Relations & Quality Control Officer
National Water Commission
04.2022 - 11.2024
Senior Customer Care Officer (Acting)
National Water Commission
04.2021 - 04.2022
Major Accounts Officer (Acting)
National Water Commission
07.2020 - 04.2021
Associate Degree - Business Studies
ASC
09.2017 - 06.2019
Customer Care Officer & Cashier
National Water Commission
03.2017 - 07.2020
Clerical Officer
National Water Commission
02.2013 - 03.2017
CXC Subjects - English Language, Mathematics, History, Principles of Business, Social Studies
BridgePort High School
09.2006 - 09.2011
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