Chiquila Shaw

Experience

• 

  Texas811

  Dec 2001 - now

  Responsible for providing quality and efficient customer service through the daily management of a team of Research Agents, to include motivating, recognizing, coaching, counseling, training, and problem solving. Responsible for assisting the Operations Manager with the development, analysis, and implementation of policies and procedures, scheduling, and inventive/recognition programs. Oversee all aspects of the Customized Solutions operation, including staffing, and development. responsible for maintaining at a minimum the performance standards established by Texas811 Board of Directors, Texas811 President, and Director of Customized Solutions. Responsible for ensuring that Texas811’s quality standards are achieved by development, analysis, and implementation of the Quality Assurance Program. Listen to recordings and monitor DPA's calls for accuracy. Provide feedback to assist with coaching sessions and/or training opportunities. Input and process locate requests electronically and telephonically using the Texas811 data systems. Communicate daily with customers and members, while providing the best service in damage prevention and public safety. Responsible for providing daily management of a team of Customer Service Representatives to include motivating, recognizing, coaching, counseling, training, and problem solving. Provides general office support with a variety of clerical activities and related tasks. Responsible for answering incoming calls, directing calls to appropriate personnel, mail distribution, file management, meeting preparations, requisitions of supplies, and other clerical duties as assigned. Input and process locate requests electronically and telephonically using the Texas811 data input systems. Communicate daily with customers and members, while providing the best service in damage prevention and public safety.

  • Contact Center Operations Manager

    Mar 2025 - now

  • Customized Solutions Supervisor

    Jan 2015 - now

  • Customized Solutions Operations Manager

    Jan 2020 - Mar 2025

  • Quality Assurance Specialist

    Jan 2012 - Jan 2015

  • Remote Damage Prevention Agent

    Jan 2007 - Jan 2012

  • Team Leader

    Jan 2004 - Jan 2007

  • Director of First Impressions

    Jan 2002 - Jan 2004

  • Customer Service Representative

    Dec 2001 - Jan 2002