Summary
Overview
Work History
Education
Skills
Timeline
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JESSICA WEBSTER

Brandon,MS

Summary

Self-motivated Business Professional with over 15 years of customer service experience. Focusing on proper written documentation of all requirements and business rules. Knowledgeable Workforce Analyst successful gathering, reviewing and modeling information to make proactive adjustments to strategies. Highly organized and skilled with excellent critical thinking, problem-solving and planning abilities.

Overview

15
15
years of professional experience

Work History

Verification- Credit Clerk

Entergy
05.2023 - Current
  • Conducts research on customers accounts
  • Documents process for improvement
  • Provides data analysis of verification inflow and outflow
  • Provides guidance on account analytics and technical issues
  • Contacts customers with account resolution
  • Communicates with supervisor/manager within organization to problem solve
  • Participates in special projects
  • Provides weekly reports on verification production.
  • Increased customer satisfaction through timely communication regarding their application status or concerns about their accounts.
  • Investigated and evaluated customers for creditworthiness and potential risk factors.

Verification Team Manager/ Workforce Analyst

Alorica (contract call center for Entergy)
01.2021 - 05.2023
  • Monitored agents calls for accuracy
  • Completed team time sheets reports
  • Managed supervisor complaint calls
  • Reviewed accounts for in CCS for accuracy
  • Investigated billing/fraud
  • Preformed intraday scheduling reports
  • Attended leadership weekly calls
  • Conducted workforce associates training
  • Facilitated meetings to communicate team performance goals and results.
  • Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.

Workforce Analyst

Alorica (contract call center for Entergy)
01.2017 - 01.2021
  • Conducted weekly time sheet audits
  • Preformed Scheduling audits/reports
  • Managed service level, Occupancy, ASA, absenteeism
  • Ran intraday performance reports
  • Issued schedule adherence disciplines
  • Verified skilling for new hires
  • Conducted weekly skilling audit reports
  • Completed weekly headcount report
  • Attended weekly scheduling calls with leaders.
  • Set and adjusted to schedules to maintain optimal coverage and service levels.
  • Created training materials for new employees to provide information about attendance guidelines.
  • Worked with management to develop strategic and tactical plans to meet different requirements.

Customer Service Rep 2

Entergy Corporation
01.2009 - 01.2017
  • Resolved customer billing/service and agent complaints
  • Created, reverse, and edit billing documents
  • Created and send outage/major storm restoration letters to customers residential and business
  • Payment transfers, process payments
  • Entergy business center weekend support (EBC)
  • Contacted major business customers in case of outages, trips and closes
  • Assisted customers with service initiation and business requests for all Jurisdictions
  • Assisted customers with online registration, payments, password reset and basic navigation requests
  • Floor Support (assisted agents) received escalated calls
  • Safety coordinator (conducts monthly safety meetings)
  • Assisted with new hire process (scheduling interviews and testing)
  • First Aid, CPR and AED certified
  • Assisted in new hire class (trainer)
  • Assisted with electric and gas outage/emergency calls
  • Adheres to Entergy's core values.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

Education

Accounting -

Hinds Community College
Raymond, Mississippi

Skills

  • CCS
  • Saiso
  • Data analytics
  • Scheduling
  • Microsoft office products
  • Verint
  • AM/FM System
  • Analytical skills and experienced working on multiple assignments

Timeline

Verification- Credit Clerk

Entergy
05.2023 - Current

Verification Team Manager/ Workforce Analyst

Alorica (contract call center for Entergy)
01.2021 - 05.2023

Workforce Analyst

Alorica (contract call center for Entergy)
01.2017 - 01.2021

Customer Service Rep 2

Entergy Corporation
01.2009 - 01.2017

Accounting -

Hinds Community College

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JESSICA WEBSTER