MICHELLE SHIMSHOCK
Conroe
Summary
Strategic Operations and Customer Experience Leader with 15 years of expertise in utility operations and team management. Advanced through 5 promotions by effectively managing 33,000+ customer accounts and leading cross-functional teams. Proficient in utility billing systems and payroll administration, leveraging technology and data analytics to enhance service delivery and streamline workflows.
Overview
18
18
years of professional experience
Work History
Customer Support Manager
FAYETTE COUNTY WATER SYSTEM
Fayette County
08.2021 - 03.2026
- Collaborated with cross-functional teams including Field Operations and Plant Manager to ensure seamless operations and deliver service excellence.
- Partner with Finance team to generate comprehensive operational, financial, and analytical reports for leadership decision-making and regulatory compliance
- Collaborate with County legal counsel to review and update current processes, including the leak protection program, ensuring regulatory compliance and customer equity
- Led operational improvement initiatives that optimized workflows, integrated technology solutions, and enhanced customer service delivery.
- Served as final escalation point for complex billing disputes and customer complaints, analyzing issues and implementing corrective solutions to uphold customer satisfaction.
- Manage collections and revenue operations including delinquent account resolution, payment arrangement programs, service disconnections, and revenue recovery initiatives
- Oversee Advanced Metering Infrastructure (AMI) operations utilizing Beacon system for real-time meter data management, system performance monitoring, and data analytics
- Direct end-to-end utility billing operations including meter reading data integration, account maintenance, billing calculations, adjustments, and monthly billing cycles
- Implement coaching programs and performance metrics that improved team productivity by streamlining response times and enhancing service quality
- Lead and develop high-performing customer support team serving 33,000+ utility connections, overseeing recruitment, training, performance management, and professional development initiatives
- Rapidly promoted through 5 positions (Customer Service Representative → Account Services Technician → Customer Support Specialist → Customer Support Supervisor → Customer Support Manager) based on exceptional performance and leadership capabilities.
Administrative Assistant
DISTRICT 4 PUBLIC HEALTH – WOMEN, INFANTS, AND CHILDREN (WIC)
Fayette County
07.2014 - 08.2021
- Managed confidential records and delivered culturally sensitive customer service.
- Prepared reports, forms, and administrative documentation to streamline program operations.
- Processed client enrollments, certifications, and documentation to ensure HIPAA compliance.
- Generated reports to track enrollment metrics and compliance indicators, enhancing program oversight.
- Trained and onboarded new staff members during organizational expansion.
Customer Service Representative
HOMELAND SECURITY SOLUTIONS INC.
Kaneohe
02.2008 - 10.2010
- Conducted customer service and security screening operations to ensure authorized access to military base.
- Verified registrations, insurance documentation, inspections, and driver credentials.
- Assisted with background checks and fingerprinting procedures, enhancing secure documentation management.
- Maintained confidential records in compliance with federal security standards.
Education
Associate of Science - Health Care Administration
Clayton State University
Morrow, GASkills
- Customer Support Leadership
- Team Management
- Customer Support Software
- Customer Service Technology
- Utility Customer Solutions
- Utility Billing Operations
- Revenue Cycle Management
- Revenue recovery
- Process Improvement
- Data analytics
- Reporting compliance
- Schedule management
- Budget Management
- Cross-functional teamwork
- Staff Training & Development
- Conflict Resolution
- Customer Relations
Languages
Japanese
Professional
Timeline
Customer Support Manager
FAYETTE COUNTY WATER SYSTEM
08.2021 - 03.2026
Administrative Assistant
DISTRICT 4 PUBLIC HEALTH – WOMEN, INFANTS, AND CHILDREN (WIC)
07.2014 - 08.2021
Customer Service Representative
HOMELAND SECURITY SOLUTIONS INC.
02.2008 - 10.2010
Associate of Science - Health Care Administration
Clayton State University