Norma Garcia
Houston,TX
Summary
Experienced and detail-oriented utility professional with 10+ years at CenterPoint Energy supporting customer service operations, workforce coordination, and administrative processes in fast-paced, highly regulated environments. Proven ability to manage multiple priorities while maintaining accuracy, confidentiality, and exceptional organizational standards. Skilled in timekeeping administration, attendance tracking, scheduling coordination, data entry, reporting, document management, and process compliance.
Demonstrated success supporting supervisors, managers, and cross-functional teams through effective communication, record management, operational reporting, and problem resolution. Experienced in coordinating employee schedules, maintaining confidential personnel information, processing administrative transactions, monitoring performance data, and ensuring adherence to company policies and labor requirements.
Highly proficient in Microsoft Office Suite, SAP systems, and administrative support functions, with a strong ability to analyze information, manage sensitive data, and meet critical deadlines. Recognized for professionalism, adaptability, attention to detail, and a customer-focused approach. Bilingual in English and Spanish with an Administrative Assistance certification and a commitment to supporting operational excellence across Distribution Control Operations.
Overview
21
21
years of professional experience
Work History
Customer Service Supervisor
CenterPoint Energy
Houston, Texas
11.2015 - Current
- Lead, coach, and motivate customer service representatives by establishing clear performance expectations, monitoring service quality metrics, and providing ongoing feedback to support employee development and operational success.
- Conduct performance coaching sessions focused on productivity, customer satisfaction, quality assurance, adherence, and professional growth, resulting in improved employee performance and engagement.
- Foster a customer-focused culture by promoting solution-based service strategies, strengthening team accountability, and ensuring exceptional customer experiences.
- Identify process improvement opportunities and implement strategies to enhance operational efficiency, service delivery, and overall team effectiveness.
- Adapt quickly to changing business priorities, policies, and operational needs while maintaining high service levels in a dynamic call center environment.
- Serve as a Subject Matter Expert (SME) by supporting new hire onboarding, training, and skill development to improve performance and knowledge retention.
- Resolve escalated customer concerns through effective decision-making, problem-solving, and collaboration with internal departments to ensure timely resolution and customer satisfaction.
- Manage inquiries related to establishing and disconnecting gas services, Electric Service Identifier (ESI) generation, billing concerns, account adjustments, and payment arrangements.
- Partner with field operations, permitting, collections, technical support, and external agencies to resolve complex customer issues and ensure compliance with company processes.
- Monitor operational and customer experience metrics, including Voice of the Customer (VOC), quality assurance, productivity, and service levels, to drive continuous improvement initiatives.
- Build trust and rapport with customers through effective communication, active listening, and a commitment to delivering accurate and timely solutions.
- Maintain expert knowledge of company systems, policies, procedures, and regulatory requirements to support customers and team members effectively.
Customer Service Team Lead
Asurion LLC
10.2013 - 11.2015
- Led a team of 15 Customer Service Representatives, consistently achieving monthly performance goals through effective guidance and feedback.
- Provided daily feedback to team members, ensuring they were informed of client-specific information and updates.
- Supported production supervisors by maintaining operational efficiency through effective floor coverage.
- Resolved escalated customer issues to ensure satisfactory resolutions, enhancing overall customer satisfaction.
Telephone Banker
JP Morgan Chase
03.2008 - 03.2011
- Addressed customer inquiries regarding deposits, financial transactions, and problem resolution while maintaining confidentiality and accuracy.
- Achieved branch and individual sales targets by assessing customer financial needs and promoting appropriate banking products.
Quality Analyst
Asurion CCI
04.2005 - 02.2008
- Evaluated calls using pre-defined scorecards to assess compliance with policies, providing feedback to improve customer experience with a focus on enhancing soft skills and courtesy.
- Analyzed data to identify performance trends and determine staff needing additional coaching.
- Trained staff on tools and systems to optimize internal processes.
Education
Certificate - Administrative Assistant
Texas School of Business
Houston, Texas01-2006
Skills
- Performance Management
- Administrative & Executive Support
- Timekeeping & Attendance Management
- SAP Data Entry & Reporting
- Overtime Tracking & Reconciliation
- Payroll & FMLA Time Corrections
- Microsoft Office Suite (Excel, Word, Outlook, PowerPoint)
- Schedule & Shift Coordination
- Multi-Tasking & Prioritization
- Cross-Functional Collaboration
- Decision Making
- Utility Operations Knowledge
- Customer Service Excellence
- Bilingual (English & Spanish)
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Service Supervisor
CenterPoint Energy
11.2015 - Current
Customer Service Team Lead
Asurion LLC
10.2013 - 11.2015
Telephone Banker
JP Morgan Chase
03.2008 - 03.2011
Quality Analyst
Asurion CCI
04.2005 - 02.2008
Certificate - Administrative Assistant
Texas School of Business