Whitney Walker
Lubbock
Summary
Dynamic professional with a proven track record at City of Lubbock Utilities, excelling in customer engagement and problem-solving. Adept at utilizing Microsoft 365 for efficient documentation and recordkeeping. Recognized for exceptional communication skills and a strong ability to multitask, consistently enhancing customer satisfaction and loyalty.
Overview
4
4
years of professional experience
Work History
Account Support 1
City of Lubbock Utilities
07.2023 - Current
- Promoted to Account Support 1
- Process AMI meter read exceptions using pre-configured validation, estimation, and editing tools using existing business processes;
- Review utility usage, determine average consumption, verify rates, investigate potential errors, and make adjustments as needed;
- Respond to internal customer inquiries regarding meter reading data, utility billing, and rates;
- Assists Utility Customer Support with meter reading and billing questions; and
- Perform related duties as required.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Managed time efficiently in order to complete all tasks within deadlines.
- Paid attention to detail while completing assignments.
- Organized and detail-oriented with a strong work ethic.
- Learned and adapted quickly to new technology and software applications.
- Proved successful working within tight deadlines and a fast-paced environment.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Call Center Representative
City of Lubbock Utilities
09.2022 - 07.2023
- Greet citizens in person or by telephone; ascertain the nature of the citizen's request, problem, or service needed.
- Obtain necessary information to process service request or resolve problem; prepare service orders or other paperwork.
- Accept payments and maintain receipts.
- Provide information to citizens; explain policies, procedures, rates, and bills.
- Prepare and maintain records using computer or other office equipment.
- Deal with customers regarding delinquent accounts, set up payment based upon established procedures.
- Communicate to customers the services provide by the City on the bill.
- Investigate high bills.
- Process bank drafts and deposits as necessary.
- Perform related duties as required.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Front Desk Agent
One 11 Hotel
12.2020 - 08.2022
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Answered customer telephone calls promptly and appropriately handled needs.
- Answered multi-line phone system and enthusiastically greeted callers.
Education
High School Diploma -
Helen Cox High School
Harvey, LA05.2017
Skills
- Excel, word, Microsoft 365
- Customer engagement
- Skilled in technology
- Excellent communication
- Multitasking
- Teamwork and collaboration
- Attention to detail
- Strong problem solver
- Multitasking Abilities
- Active listening
- Task prioritization
- Decision-making
- Documentation and recordkeeping
- Organizational skills
- Project planning
- Administrative support
- Spreadsheet management
Timeline
Account Support 1
City of Lubbock Utilities
07.2023 - Current
Call Center Representative
City of Lubbock Utilities
09.2022 - 07.2023
Front Desk Agent
One 11 Hotel
12.2020 - 08.2022
High School Diploma -
Helen Cox High School
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