Sherri Homrock

• Streamlined client support processes by implementing efficient ticketing and communication systems.
• Mentored junior support staff, fostering a culture of continuous improvement and professional growth.
• Enhanced client satisfaction with timely and effective issue resolutions.
• Coordinated regular team meetings to discuss progress, challenges, and best practices in client support management.
• Handled escalated cases effectively, demonstrating empathy and professionalism while resolving complex issues.
• Maintained detailed records of client interactions for easy reference during future engagements or escalations.
• Worked collaboratively with sales teams to provide pre-sales assistance, ensuring smooth onboarding experiences for new clients.
• Managed a diverse portfolio of clients, delivering personalized solutions tailored to individual needs.
• Identified opportunities for process improvements, driving increased efficiency and reducing response times.
• Provided leadership, guidance and support to staff members.

Served as the primary point of contact for Public Utilities Commission matters, executive escalations, and client support escalations.

Partnered with ICG Government Affairs and Regulatory to address and resolve settlements in alignment with policy and compliance requirements.

Worked proactively to improve collaboration across work groups, resulting in enhanced service delivery and client satisfaction.