LaShonda Chiles
Plano,United States
Summary
Versatile Exceptions Specialist with extensive expertise in Texas Deregulated Energy Market. I've worked on small and large team and excel at being a team player in any environment. Generates solutions based on available information and makes timely, safe and ethical decisions. Listens actively and invites dialogue to gain shared understanding and delivers results through realistic planning. I'm assertive and enthusiastic with an unsurpassed worth ethic and have a desire to gain additional work experience in the Energy industry.
Overview
13
13
years of professional experience
Work History
Measurement/Exceptions Specialist
Oncor Electric Delivery
09.2022 - Current
- Monitor, investigate and make the correct direct action decision on field Activities and exceptions to ensure customer information system are in compliance with PUCT rules.
- Provide a point of contact for field operations with field activities and process questions, troubleshooting various problems while working and completing field activities.
- Create, revise and improve process documents to help streamline processes and ensure accurate procedures are followed.
- Review EDI transactions to minimize impacts to regulatory metrics, customers and retailers.
Retail Operations Analyst
Stream Energy/NRG
02.2019 - 08.2022
- Stream is committed to providing residential and business customers electricity and natural gas services in energy markets across the country
- Primary focus on processing, quality assurance, and timeliness of transactions and billing functions
- Analyze, summarize, and report detailed transactions and billing components related to customer accounts
- Process daily operational tasks related to the sending and receiving of electronic transactions between NRG and vendors/utilities
- Create, integrate, document, execute, measure, and improve ongoing operational functions in processes or systems as needed
- Employee-training and cross-training for new and existing team members.
Lead Technical Service Representative
Stream Energy
05.2016 - 02.2019
- Handles escalated issue dealing with wireless accounts, activation, service/coverage issues, billing, device troubleshooting and support
- Assist with providing feedback and implementing process change to assist agent to learn and follow processes more efficiently
- Tier 3 support to Tier 1 and Tier 2 support Representatives.
Back Office Analyst
Stream Energy
02.2011 - 05.2016
- Responsible for ensuring the timely resolution of customer service and enrollment issues
- Handled escalated customer concerns through a myriad of communication channels including CTS, email, written correspondence, fax or telephone
- Acts as a liaison between the local poles and wires companies and the customer to get services connected and maintained as needed
- Work various reports, such as but not limited to, Billing, MVO Rejects, Transaction Rejects.
Education
Bachelor of Arts -
University of Central Oklahoma
Edmond, OK12.2005
Skills
- Process improvement
- Problem Solver
- Team Work/Collaboration
- Customer Relations
- Analytical Thinking
- Quality Assurance
Accomplishments
- Trainer - Cross trained teams in Georgia Natural Gas Market and provided correct processes to create and improve current training documents.
- I work Independently - With my team being located across the country, this is not an issue for me in being a successful team member.
Industry Expertise
- Customer Service
- Process Improvement
- Analyzing Transactions
Timeline
Measurement/Exceptions Specialist
Oncor Electric Delivery
09.2022 - Current
Retail Operations Analyst
Stream Energy/NRG
02.2019 - 08.2022
Lead Technical Service Representative
Stream Energy
05.2016 - 02.2019
Back Office Analyst
Stream Energy
02.2011 - 05.2016
Bachelor of Arts -
University of Central Oklahoma
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