HOPE BANDA SWOOPE
FORT WORTH
Summary
Quality Improvement Specialist with extensive experience in compliance auditing and customer relationship management at Fort Worth Water Department. Demonstrated ability to enhance customer satisfaction through effective problem-solving and project management. Skilled in data analysis and fostering interdepartmental collaboration to achieve operational excellence.
Overview
15
15
years of professional experience
Work History
Quality Improvement Specialist
Fort Worth Water Department
Fort Worth
02.2011 - Current
- Supervise, assist, and review the work of employees responsible for water customer services.
- Provided guidance and support for new hires throughout the nesting process.
- Conducted monthly call audits to ensure compliance with established standards and regulations.
- Assist upper management with any internal and external correspondence, account research, and follow-ups.
- Responsible for monitoring and working on adjustment queues.
- Assist external departments with account research and corrections to ensure proper execution for customers' accounts.
- Collaborated with other departments to improve the overall customer experience.
- Provided technical support and guidance to customers on complex software implementations.
Sr. Account Tech Wholesales
Fort Worth Water Department
Fort Worth
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 the annual auditing of wholesale impact fee accounts to ensure that prior year fees were posted properly.
Sr. Account Tech Credit Collection
Fort Worth Water Department
Fort Worth
10.2018 - 10.2021
- Assist walk-in and phone customers alike with payment processing, setting or 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 manner.
- 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 in a timely manner.
Customer Service Information Specialist
Fort Worth Water Department
Fort Worth
02.2011 - 10.2018
- I answered the customer inquiries and provided accurate information regarding the products and services that the water department offers.
- Maintained detailed records of the 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.
- Coordinated public outreach initiatives to educate citizens about water conservation.
Education
Some College (No Degree) - Accounting
Northeast Louisiana University
Monroe, LASkills
- Quality assurance
- Compliance auditing
- Data analysis
- Project management
- Software implementation
- Customer relationship management
- Problem solving
- Multitasking Abilities
System and Software Knowledge
- Microsoft Office
- Microsoft Excel
- Multi-phone line, copier, and fax machines
- CIS/AS400
- Smart Works Compass
- BBX Technologies
- Sensus Utility FTWTH
- Work order management
- Agent dashboard
- PeopleSoft Human Capital Management
Timeline
Sr. Account Tech Wholesales
Fort Worth Water Department
10.2021 - 04.2023
Sr. Account Tech Credit Collection
Fort Worth Water Department
10.2018 - 10.2021
Quality Improvement Specialist
Fort Worth Water Department
02.2011 - Current
Customer Service Information Specialist
Fort Worth Water Department
02.2011 - 10.2018
Some College (No Degree) - Accounting
Northeast Louisiana University
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