Tammy Walker
Energy
Houston,TX
Summary
Energy professional with 20 years of career experience. Highly adept in systems analysis, diagnostics, and troubleshooting and conflict resolution. Exhibits excellent organizational and critical thinking skills. Works well in team environments and displays strong interpersonal skills. Organized and Self –motivated, works well independently and in a team environment. Excellent communications skills, both written and verbal. Able to manage multiple tasks simultaneously. People-oriented - enjoys interacting with people and working on group projects. Adaptable/flexible - enjoys doing work that requires frequent shifts in direction. Autonomous/Independent - enjoys working with little direction.
Overview
25
25
years of professional experience
Work History
Market Relations Representative II
NRG Energy Inc
01.2006 - Current
- Perform extensive research, root cause analysis, and resolve highly complex issues on residential and commercial customer accounts to determine the origin of customer issues
- Review data, analyze information, diagnose a resolution, and perform all system and/or market corrections
- Open, monitor and resolve Marke-Trak transactions for the Texas market
- Interact with market entities such as ERCOT and Transmission & Distribution Service Providers in efforts to fully research, diagnose and resolve customer issues by monitoring the accurate completion of EDI Transactions from all NRG brands through ERCOT to the TDSP
- Perform comprehensive research, resolve customer exceptions, and review accounts identified within CCS, which includes enrollments, move-ins, meter reads, move-outs, switches, metering issues, etc
- Interface with a wide variety of teams and departments both internal and external in a diplomatic manner in an effort to resolve customer issues.
Business Service Representative
Reliant Energy Inc
01.2003 - 01.2006
- Receive incoming calls, interact with small business and large commercial customers, analyze accounts to resolve billing inquiries, negotiate payment options, deposits
- Provide customers with assistance in obtaining various company products and services
- Interface with a wide variety of people both internally and externally in a diplomatic matter
- Effectively utilize resources, consistently apply knowledge required to perform technical and procedural aspects of the position
- Receive inbound calls and place outbound calls to both internal and external customers to achieve customer satisfaction and provide appropriate solutions to all customer grievances.
Provisioner
MCI Worldcom
01.2000 - 01.2003
- Coordination of all Local Exchange Carriers activities associated with managing local switched services
- Coordinated and negotiated with internal and external customers to support timelines for projects from inception to completion
- Created local customer files and tracked orders while managing large complex technical projects
- Support existing processes and assist co-workers to meet deadlines
- Develop and conduct internal peer training as assigned to ensure ongoing process cohesiveness
Technical Support Specialist II
MCI Worldcom
01.1998 - 01.2000
- Analyze network outages and identify trends and possible problem areas by responding to customer inquiries related to the network
- Answered inbound calls providing technical support to Major and National internal and external customers to facilitate trouble resolution
- Function as a liaison between internal and external customers to identify, troubleshoot and resolve routine to moderate complex issues
- Keep customers informed of progress during issue lifecycle and make follow-up calls or communications in a timely manner
- Gathered customer and technology information to determine technical support level; escalate calls to appropriate support level, as necessary.
Education
Business Management
University of Phoenix
2007
Business Administration
Texas Southern University
1992
Skills
- MS Word, MS Excel, and MS Access
- ERCOT Portal
- SAP, CRM, NCES databases
- Organized and Self-motivated
- Able to manage multiple tasks simultaneously
- Software testing and training
- Analytical and diagnostic skiils
- Customer Support
- Internal and External Communications
- Professional Correspondence
- Process Improvement
- Excellent communication skills, both written and verbal
Accomplishments
- Collaborated with team of ten in the development of numerous projects as a member of the 2022 NRG Value Enhancement Agile Team.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
It is never too late to be what you might have been.
George Eliot
Timeline
Market Relations Representative II
NRG Energy Inc
01.2006 - Current
Business Service Representative
Reliant Energy Inc
01.2003 - 01.2006
Provisioner
MCI Worldcom
01.2000 - 01.2003
Technical Support Specialist II
MCI Worldcom
01.1998 - 01.2000
Business Management
University of Phoenix
Business Administration
Texas Southern University
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