SHAMMENAR AGNES
SHREVEPORT
Summary
Well qualified Specialist with a 21-year background in the natural gas industry, including Leadership, Training, and Customer Service. Outstanding communication, organizational and time management skills. Familiar with handling multiple projects in highly competitive environments. Solid interpersonal and collaboration skills. Authoritative and clear communicator with enthusiastic style and insightful approach.
Overview
24
24
years of professional experience
Work History
Technical Training Coordinator
Centerpoint Energy Inc
04.2022 - Current
- Enhanced employee skill sets by scheduling comprehensive technical training plans.
- Reduced troubleshooting time for technical issues by providing targeted training materials to support staff.
- Increased employee retention by scheduling engaging workshops that encouraged professional development and growth.
- Collaborated with management to identify organizational skill needs, resulting in tailored training content aligned with company goals.
- Streamlined onboarding processes for new hires.
- Ensured consistent quality across all training sessions by monitoring instructor performance and providing constructive feedback for improvement purposes.
- Served as a subject matter expert within the organization, offering consultation services on technical matters to cross-functional teams.
- Facilitated open communication between trainers and trainees, fostering an environment conducive to learning and knowledge sharing.
- Developed relationships with external vendors for specialized training resources, negotiating cost-effective contracts while maintaining high-quality standards.
- Maintained accurate records of employee progress throughout various training courses.
Dispatch Supervisor/Home Service Plus
Centerpoint Energy
02.2021 - 04.2022
- Manage daily delivery and work schedules to maximize coverage.
- Communicated with individuals within inbound call center setting to complete dispatch support for escalated calls.
- Established and enforced clear goals to keep employees working collaboratively.
- Comply with company policies, objectives, and communication goals.
- Conduct employee evaluations and reviews.
- Delegate work to staff, setting priorities and goals.
- Treat associates with fairness and respect, providing recognition of accomplishments.
- Address internal and customer-related issues each day and affected strategic resolutions.
- Coordinate work of 21 employees by offering clear direction and motivational leadership.
Quality Assurance Specialist
CenterPoint Energy Inc
01.2016 - 02.2021
- Manage major quality problems by implementing effective plans.
- Educate employees on specific QA standards and confirmed all standards were being maintained.
- Create accurate and efficient test scripts in Mobile Data to manage automated testing of certain products and features.
- Gather and organized supplementary material to support structured lessons.
- Eliminate process gaps by implementing new methods of standardized training.
- Track attendance and progress against goals for each participant.
- Mentor new hires, resulting in stronger staff development and increased productivity.
Dispatcher
CenterPoint Energy Inc
01.2006 - 01.2016
- Prepared daily work and run schedules.
- Utilized independent judgment and effectively manage work assignments.
- Met committed delivery times while ensuring quality service.
- Communicated effectively with management team, customers and technicians, providing concise instructions and information.
- Completed necessary paperwork accurately and in a timely manner to ensure an efficient, and steady flow of information.
- Received and dispatches emergency calls, emergency locates, and customer complaints while ensuring that company are followed.
- Monitored daily reconciliation of all priority calls.
- Demonstrated commitment to compliance with applicable laws and regulations, the company's Ethics and Compliance Code, and other company policies and procedures, and take all required training courses.
CUSTOMER SERVICE REPRESENTATIVE
CenterPoint Energy
01.2001 - 01.2006
- Responsible for providing excellent customer service in the natural gas industry.
- Answered customer inquiries, problem solving, online billing.
- Assisted in the training of new customer service representatives and associates.
- Handled emergency natural gas calls.
- Promoted company as superior provider committed to customer needs and satisfaction.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services and company information.
CUSTOMER CARE AGENT/AT&T
Precision Response Corporation
01.2000 - 01.2001
- Coached and developed customer service agents.
- Handled a diverse range of customer service, operational and administrative requirements daily.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Conferred with customers about concerns with products or services to resolve problems and drive sales.
- Created customer profiles by answering questions and providing tailored experiences based on interests and agendas.
Education
Bachelor of Science - General Studies
Louisiana State University At Shreveport
Shreveport, LA05.2021
Skills
- Cisco Phone Systems/Reporting
- Service Suite Application
- SAP
- Quality Management
- Performance testing
- Relationship development
- MS Products/Power BI/Excel
- SharePoint
- Send Word Now Application
Accomplishments
- Member of Safety Steering Commitee_CenterPoint Enerrgy(2020- Present)
- Member of the Enterprise Integration Team_CenterPoint Energy (2020- Present)
- Graduate of the 2019 Learning to Lead Program_CenterPoint Energy
- Innovation Award_ CenterPoint Energy(2018 - 2019)
- Behavorial Based Safety Presenter (2017 - 2019)
- Team Lead for United Way Campaign (2018)
- Served as the Core Team Leader for 2 years of the CenterPoint Energy – Safe Action For Employees (C-SAFE) committee, a behavior based safety program (2016- 2018)
- Training instructor for the Service Suite system, that was newly implemented at CenterPoint Energy (2014)
- Received the “Above and Beyond” award for outstanding achievements _ AT&T (2001).
Timeline
Technical Training Coordinator
Centerpoint Energy Inc
04.2022 - Current
Dispatch Supervisor/Home Service Plus
Centerpoint Energy
02.2021 - 04.2022
Quality Assurance Specialist
CenterPoint Energy Inc
01.2016 - 02.2021
Dispatcher
CenterPoint Energy Inc
01.2006 - 01.2016
CUSTOMER SERVICE REPRESENTATIVE
CenterPoint Energy
01.2001 - 01.2006
CUSTOMER CARE AGENT/AT&T
Precision Response Corporation
01.2000 - 01.2001
Bachelor of Science - General Studies
Louisiana State University At Shreveport
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