Phyllis Randle Email & Phone Number

Houston, Texas Area

• Researches issues received from various channels to mitigate complaints received via Call Center, TDSP Relations, Multi-Family, Builder, Credit, Business Services, and CSG or escalated by PUC, BBB, or Media. Makes analysis and updates databases to identify the origin, root cause, and error classification• Performs extensive research and root cause analysis on accounts to determine the origin of customer issues, system and process errors• Undertake complex resolution paths that require various skills currently distributed in organizations such as Billing, Enrollment Transaction Management (ETM), and Credit• Responsible for monitoring/completing Alerts through ERCOT and Marketrak • Create and maintains Average Billing• Responsible for evaluating and scoring Call Center employee calls• Responsible for assisting with training and development• Effectively matched consumer’s needs with appropriate products and services• Maintained content expert knowledge of Customer Care operations, business rules, policies, procedures and systems• Effectively and efficiently service inbound/outbound calls• Effectively researches discrepancies on customer accounts • Maintains liaison with other departments for enrollment completion

• Responsible for evaluating and scoring Call Center employee calls• Facilitated one-on-one feedback sessions and coached representatives to set quality goals• Maintained content expert knowledge of Customer Care operations, business rules, policies, procedures and systems• Participated in special projects as needed• Established a communication process with call center leads and supervisory staff, facilitating direction and operational stability• Participated on the continuous improvement of the Quality Assurance Teams• Facilitated the day to day management of the outsourced customer service partner, including coaching and customer issue resolution• Daily monitored the customer service interaction with customers and audit the sales calls from a variety of sources • Coached the call center partners QA & Management teams in order to increase sales performance and to drive and maintain a high level of customer satisfaction• Calibrated efforts with the call center and the other vendor partners• Analyzed quality and performance trends, identified and offered solutions to breaks in the customer experience and in the sales process • Used effective communication skills to assist residential and business customers • Effectively researched discrepancies on customer accounts and developed solutions to resolve complaints in a call center environment