HOPE BANDA SWOOPE
ARLINGTON
Summary
Passionate and driven, committed to achieving success through the development of high-quality plans, policy improvements, and training programs that enhance the customer service experience. Excels in clear communication and making sound decisions with a focus on efficiency and results. Motivated by new challenges, brings a strong work ethic, adaptability, and exceptional interpersonal skills to every endeavor.
Overview
14
14
years of professional experience
Work History
Quality Improvement Specialist
City Of Fort Worth Water Department
Fort Worth, TX
04.2023 - Current
- Supervise, assist, and review the work of employees responsible for water customer services.
- Conducted monthly call audits to ensure compliance with established standards and regulations.
- Assist upper management with any internal and external correspondence with account research and follow-ups.
- Responsible for monitoring and working adjustment queues.
- Assist external departments with account research and corrections to ensure, proper executions for customers' accounts.
- Collaborated with other departments to improve overall customer experience.
- Provided technical support and guidance to customers on complex software implementations.
- Improved overall product quality by implementing rigorous testing protocols and identifying areas for improvement.
- Collaborated with cross-functional teams to identify opportunities for continuous improvement, streamlining processes across departments.
- Reduced customer complaints significantly by conducting thorough root cause analysis and implementing corrective actions when needed.
Sr. Account Tech
City Of Fort Worth Wholesales
Fort Worth, TX
10.2021 - 04.2023
- Developed and maintained relationships with clients to ensure overall customer satisfaction.
- Managed multiple projects simultaneously while ensuring the posting of financial transactions to the utility billing system and managing wholesale collection reports.
- Coordinate with internal and external departments to ensure the accuracy and prompt delivery of reports.
- Review and assist in the work and responsibility for wholesale and special billing accounts.
- Responsible for annual auditing of wholesale impact fee accounts to ensure prior year fees were accurately reported and posted properly.
Sr. Account Tech
City Of Fort Worth Water Department
Fort Worth, TX
10.2018 - 10.2021
- Assist walk-in and phone customers alike with payment processing, setting/termination of services, and/or reinstating existing accounts.
- Assist with case management via CRM (Oracle Service Cloud) to ensure all case queues are addressed, answered, and resolved in a timely matter.
- Oversee and monitor cash deposits, receivables, and general ledger activities to ensure accuracy and compliance with internal controls and city policies and procedures.
- Monitor receipts, return payments and bank activity daily.
- Communicate and assist Team Leads, Supervisors, and Management with customer resolution through research, clarifications if needed, and timely follow-ups.
- Assist internal and external departments with account research; corrections, and account resolution follow-up.
- Ensure reports, internal and external mail, and account reconciliation are processed and completed on time.
Customer Service Information Specialist
City Of Fort Worth Water Department
Fort Worth, TX
02.2011 - 10.2018
- Answered customer inquiries and provided accurate information regarding products and services.
- Maintained detailed records of customer interactions and transactions by creating cases in CRM (Oracle Service Cloud) for future tracking and follow-up reference.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Set up and activated customer accounts.
- De-escalated problematic customer concerns, maintaining a calm, friendly demeanor.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
Education
GED -
Ferriday High School
Ferriday, LA06-1990
Skills
- Customer Communication
- Employee Supervision
- Quality Control
- Customer Technical Support
- Strategic Planning
- Account Servicing
- Performance Improvements
Education and Training
other
Timeline
Quality Improvement Specialist
City Of Fort Worth Water Department
04.2023 - Current
Sr. Account Tech
City Of Fort Worth Wholesales
10.2021 - 04.2023
Sr. Account Tech
City Of Fort Worth Water Department
10.2018 - 10.2021
Customer Service Information Specialist
City Of Fort Worth Water Department
02.2011 - 10.2018
GED -
Ferriday High School