Enedelia Herron

***** ******** ****.

Houston,Tx. 77043

281-***-****

adv1zp@r.postjobfree.com

Skills

Customer Service for over 20 years, Administration for over 10 years, Ims, excel, scanning, faxing,outlook, powerpoint, word, and csmart.

Experience

August 2019 - PRESENT

Housing and Community Development - Customer Serv. Rep. III Researches, analyzes and resolves customers' problems and inquiries. Receives calls using the automatic call distribution system to provide Applicants with updates. Provides general information to customers on account status, required documents and timelines with the program. Performs data entry activities to record information. Distributes forms to applicants (i.e. documents needed to complete the customer application). Refers customers who require additional assistance to appropriate department or agency. Works with other departmental areas to resolve issues. Refers customers who require financial assistance to appropriate agency or department. Collect documents from applicants to update and/or complete files. Assists potential and existing customers by answering product, program and service questions; suggesting information about other products and services. Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem, expediting corrections or adjustments; following up to ensure resolution. Assist with customer records by updating account information and properly noting each customer interaction with detail.

March 1997 - August 2019

Houston Service Helpline - Sr. 311 Telecommmunicator Provides general information to customers for various city services (such as water, sewer, potholes, ditches, culverts, traffic signals and signs, dangerous buildings, weeded lots) or transfers calls to appropriate City personnel. Researches, analyzes and resolves customers' problems and inquiries. Assists in locating personnel in the City of Houston to respond to citizens' requests for city 2

services. May receive calls for non-dispatch police services. Subject to being on call during emergency situations. Performs other related duties as requested by supervisor.

May 1996 - March 1997

Houston Municipal Courts - Sr. Service Rep.

Provide general information and customer assistance by using effective problem-solving techniques to achieve quality customer service. May function in a lead capacity or serve as a shift leader supervising and training clerks in assigned areas. Duties will include performing general clerical functions and using a variety of software applications to generate reports. Utilize reports to perform quality assurance on case files and updates records to reflect accurate data. Prepare reports documenting data integrity issue and system configuration issues. Accurate performance of data entry functions in entering citation information into the automated system, coding and researching records. Assisting customers with various inquiries, researching and reviewing case information, verifying customer information, verification of warrants, preparing jail dockets, creation of complaints, quality control of transactions, maintaining and monitoring various records and reports. Provide assistance in various areas such as Affiant, Bond Administration, Quality Assurance, Warrants, Courtroom and Scanning. Perform other duties as assigned.

Education

August 2001 - February 2002

Houston Community College

Took some basic courses.

Awards

● Customer Service awards for the top call taker in 311 call center. - 2010

● Excellent Service -2002