Shanda Walker Email and Phone Number

Knowledgeable and dependable Customer Service Agent Sales Support possessing a reputation for building productive and positive relationships, with diverse customers, resulting in improved customer retention and loyalty. Proven ability to Resolve billing inquiries, performs account adjustments, negotiate payment arrangements and deposit amounts, processes online customer service and electronic billing inquiries, follows-up on customer accounts, and motivate employees to provide Superior Customer Service while promoting the company culture and values.• Establishing and maintaining effective working relationships with customers, sales personnel, and ensures delivery of excellent customer service through fast and accurate processing of orders, communication, and coordinating with other departments such as Competitive Retail providers (CRs), Transmission and Distribution, Field Activities, Field Services, Revenue Accounting to resolve inquires and achieve customer satisfaction.• Serving as a primary customer advocate in solving escalated customer service issues by coordinating and ensuring issue resolution with the local management team.• Recording details of the customer transactions, interactions, inquiries, complaints, and comments, prioritized data entry daily to ensure customers' needs were met and ensured that appropriate.• Creating relationships and identifying customer needs while recommending appropriate solutions to drive both individual and team sales, margin, accessories, and overall performance.

Customer service specialist with a background in supporting field technician productivity goals by providing overall appointment management as well as advice on diverse customer situations. Results-oriented logistic customer service representative who specializes in the assignment of jobs, monitoring all time frames to increase efficiency, and ensuring customer commitments are met, quality service, customer retention, productivity, and team management. • Fielded incoming calls from customers and technicians to collect information either to open a work order and dispatch a technician or enter completion notes and close work order as appropriate.• Negotiated, collaborated, and actively coordinated mitigation, preparedness, response, and recovery aspects of business operations.• Scheduled work to the appropriate field personnel by utilizing a designated workforce management system or software.• Maintained and updated files and inventory prepared and edited routine correspondence, reports, and records.• Analyzed, prioritized, and dispatched appointments when workforce management system routing cannot identify an available resource.• Collaborated with Field Management disposal of hazardous materials and adhered to the Department of Transport rules and regulations.• Evaluated calls for proper action: Initiating response by obtaining information required and entering data into a computer as it is being received Resolved customer questions, inquiries, and concerns regarding their policies and claims.• Processed all daily dispatch reports and created work orders for the field technicians.

Highly motivated and versatile Field Traffic Controler and problem solver with proven expertise in logistics management including planning, data entry, work order modification, scheduling, assignment of jobs, monitoring all time frames to increase efficiency, and ensuring customer commitments are met. Collaborated with internal and external service providers to implement new business, maintain existing business, and manage service expectations.• Identified needs and developed logistics processes for scheduled work to the appropriate field personnel to meet the customer's requirements.• Provided analysis and input to internal and external partners to support business specifications, and process improvements.• Monitored field technician productivity to ensure efficiency by evaluating a pool of jobs, identifying jobs at risk for late arrival, and optimizing routes to meet customer expectations.• Identified trends, problems and then analyzed and developed a resolution plan/ process improvement in combination with operational teams.• Coordinated computer operations such as installations and service calls regarding program scheduling and determining problems with the system and confers with data processing personnel to resolve.• Conferred with staff in organizing the flow of projects and campaigns, determining priorities where workflow processes and deadlines are concerned.• Prepared daily program logs for scheduled programs and assigns work orders to the appropriate time slot by utilizing a designated workforce management system or software.

Highly motivated operational professional with excellent customer service and communication skills. Knowledgeable of accounting, installations and service calls, data entry, work order modifications clerical work, and retail sales. Extremely organized, efficient, and very detailed oriented. Effective problem solver with the ability to multi-task efficiently. Represents the Company in a positive, professional manner. Minimizes the need for further customer escalation.• Provided high-level administrative/operational support by conducting research, preparing statistical reports Flexible and adaptable to challenging situations, and capable of dealing with a highly diverse client base.• Maintained a commitment to excellence that increases internal and external customer satisfaction, while aligning personal goals with the overall strategic vision of the department.• Provides operational support to Technicians; works with both internal and external resources and maintains detailed account notes of all actions taken in the appropriate tool/application.• Collaborated with site administrators to design efficient guidelines and protocols for customer service liaisons to follow while engaging with customers.• Used company resources and consulted with internal experts to deliver resolution and maintain customer satisfaction.

Results-oriented and dependable Technical Support Analyst possessing experience in Providing essential high volume customer service technical support on the day-to-day items to Comcast clients and their corporate customers to ensure customer expectations are exceeded. Identified, troubleshoot, and resolve applications usage issues. Assured prompt and permanent resolution of client inquires relating to general functionality and support for web-based software applications. • Performed technical and functional support collaborating with implementation staff, project managers, and software engineers to respond to critical issues in product software.• Manage issues through resolution, working with external and internal clients to ensure support service levels are met or exceeded. Maintain a working knowledge of Company web-based software applications and systems.• Kept records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions, are taken.• Provided input for product usability, supportability, and new products and features to Quality Assurance and Development which ensured that software defects were resolved, enhancement requests were evaluated, and customer needs were met.• Performed in-depth analysis of data collection, report details, technical issues, and data collection associated with the use of web-based software applications.

An energetic and versatile office and customer service professional with exceptional qualifications to deliver quality administrative and office support. Well-skilled at performing effectively independently and collaboratively as part of a team in fast-paced and demanding environments to complete assigned tasks and projects.• Calculated and assigns timely and appropriate reserves to claims; manages reserve adequacy throughout the life of the claim.• Collaborated with Legal Services team to investigate fraud issues and subpoenas as well as correspond with local utility companies, government offices, and regulating bodies. • Contributed business requirements, workflow analysis, and user acceptance testing for key initiatives; selected to assist with proprietary claims management database deployment as subject matter expert within claims function. • Identified cross-training and educational opportunities; authored and delivered claims process training to Customer Care Team.• Communicated claim activity and processing with the claimant and the client; maintains professional client relationships.• Escalated claims to adjustment teams, rework processor's and subject matter experts follow standard operating procedures to process claims.

Committed Customer Service professional who coordinated prompt and courteous responses to customer inquiries, leading team of service representatives to communicate via telephone, written correspondence, and personal interaction. Dedicated Customer Service Representative who maintains a high level of professionalism, patience, and efficiency to minimize customer dissatisfaction and increase customer loyalty.• Supervise daily activities of the customer service representatives, coordinate work schedules and customer service activities, and communicate customer service performance objectives.• Administered performance reviews by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans.• Created expert teams through strategic staffing plans and careful recruiting, excellent training programs, and consistent support and guidance with complex issues.• Exceeded expectations in identifying and addressing performance deficiencies by developing and executing performance improvement plans to achieve maximum productivity and adherence to key performance indicators (KPI).• Monitored, identified, analyzed, addressed, and recognized performance metrics to provide appropriate constructive feedback, maintain high service levels, and generate production efficiency.

Dependable and passionate professional with a proven track record of increasing department efficiency, establishing processes, exceeding customer expectations, addressing complex problems, restoring business relationships.• Performed root cause analysis, reviewing for daily records and transactions to gain insights into issues; investigated and resolved account errors.• Developed and maintained in-depth product knowledge. Serve as liaison between customer support team, management, and customer.• Fostered close working relationships with partner entities, includingERCOT, Transmission & Distribution Service Providers (TDSPs), and REPs, providing detailed research and investigative services.• Analyzed overall customer service practices and recommends and implements new business policies and practices to improve efficiencies and quality.• Measured results and identify customer trends resulting from newly implemented service policies and practices.• Assigned tasks involved in resolving customer issues to all areas of the organization, tracking progress, and ensuring accountability and completion.

Skilled in troubleshooting and promptly taking corrective action; efficient in reading and interpreting blueprints; adhering to safety policies, procedures, and codes, meeting and/or exceeding production deadlines; strong organizational and interpretational skills. • Built coalitions and networked between client and company to foster greater coordination to meet organizational requirements.• Assisted in the management of financial operations including budget development, modifications, and lobby for approvals as a resource mobilization target.• Established and maintained rapport with Public Utilities Commission of Texas, Better Business Bureau, LIDA, City of Houston, Legislative Complaints, and Media to exchange key information and further the interests of the organization. Scheduled meetings with organizational leaders to plan strategic communications and coordinate improvement initiatives• Assisted in the development of public relations and communications strategies to support program goals and increase community awareness.