Allyson Mark-Williams
Baytown,TX.
Summary
Senior Electric Operations Consultant with a strong background for preventing, managing, reconciling transaction and system issues. Continuous Improvement mindset and improving operational performance. Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, and reliable support specialist and leader. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
15
15
years of professional experience
Work History
Senior Consultant, Operations Support
CenterPoint Energy
05.2010 - Current
- Provide electric support to Contact Center and other related internal employees
- Writing and communicating electric procedures for customer service
- Emergency Team administrator for 12 years, providing training, system access, process changes etc
- Routing of work orders and system issues to appropriate business groups for immediate resolution
- Perform daily reconciliation of work orders to ensure immediate fulfillment
- Create test scripts and testing of system changes to ensure accuracy and employee work productivity
- Proposed and development changes to existing processes
- Develop professional relationships with subject matter experts and others to resolve daily challenges
- Delegate work duties to team members to ensure faster flow of operation and team empowerment.
Customer Service, Team Leader
CenterPoint Energy
09.2007 - 05.2010
- Resolved escalated customer issues for gas and electric customers
- Provided guidance and support to various groups – emergency, escalations, transaction management etc
- Performed call monitoring and evaluations and provided feedback
- Assisted Supervisors with timesheets and agent skill development.
Education
Business Administration Certificate -
Dynamic Service Unlimited Training Institute
1998
Skills
- Technical Skills:
- MS Office Suite (Excel, Word, PowerPoint etc), Application Lifecycle Management (ALM), Customer Relationship Management (CRM), Sharepoint, Systems Applications Products/Processing (SAP)
Timeline
Senior Consultant, Operations Support
CenterPoint Energy
05.2010 - Current
Customer Service, Team Leader
CenterPoint Energy
09.2007 - 05.2010
Business Administration Certificate -
Dynamic Service Unlimited Training Institute
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