Misty Mabry
Second Grade Teacher at STANTON ISD- Claim this Profile
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Bio
Charlie Bratton
Misty and I worked together at Sharyland Utilities for 4 years. Misty was the top Customer Service Representative when I arrived at Sharyland Utilities. It was very easy for me to understand why Misty had reached being the best at what she did, by watching her and reviewing her work. Misty was a natural when visiting with customer face to face or on the phones. Misty was always professional, kind and. respectful to all customers. Misty was quick to figure out a solution that was good for the customer and also good for Sharyland Utilities. Misty was promoted to Quality Assurance Supervisor and was handed the challenge of, building the Quality Assurance Department from the ground up. This challenge included hiring Quality Assurance Representatives, Build QA Processes, Build QA Procedures, Build QA Score Cards, Build Reward Program, Build Coaching Program, Build Training Build QA Reports, Provide Weekly/Monthly status reports to the Director of Customer Operations. Misty met my expectations in building the QA department and, in many areas exceeded my expectations. The work that Misty did in the QA department resulted in moving the Customer Service Department to a world class Customer Service Department. Employees believed in the program that Misty built because, the concept was built on how can we help the employee become better at the role that they played in the Customer Service Department. Misty built trust with the employees that resulted in her coaching sessions being positive and, allowed the employee to accept the business evaluation on the employees work, coaching and, training in a very positive manner. Misty also was very instrumental in the success of the SAP CIS Implementation project. Her passion and knowledge of the utility business helped to make sure that the Customer Service Business Requirements were implemented as defined. Misty has great organization skills, team building skills, time management skills and relationship building skills. Misty always completed assignments on time with accurate results. I would not hesitate to recommend Misty for roles that she may be interested in. I also would not hesitate to hire Misty in the future. Charlie Bratton Sharyland Utilities Director of Customer Operations 972/978-4461
Charlie Bratton
Misty and I worked together at Sharyland Utilities for 4 years. Misty was the top Customer Service Representative when I arrived at Sharyland Utilities. It was very easy for me to understand why Misty had reached being the best at what she did, by watching her and reviewing her work. Misty was a natural when visiting with customer face to face or on the phones. Misty was always professional, kind and. respectful to all customers. Misty was quick to figure out a solution that was good for the customer and also good for Sharyland Utilities. Misty was promoted to Quality Assurance Supervisor and was handed the challenge of, building the Quality Assurance Department from the ground up. This challenge included hiring Quality Assurance Representatives, Build QA Processes, Build QA Procedures, Build QA Score Cards, Build Reward Program, Build Coaching Program, Build Training Build QA Reports, Provide Weekly/Monthly status reports to the Director of Customer Operations. Misty met my expectations in building the QA department and, in many areas exceeded my expectations. The work that Misty did in the QA department resulted in moving the Customer Service Department to a world class Customer Service Department. Employees believed in the program that Misty built because, the concept was built on how can we help the employee become better at the role that they played in the Customer Service Department. Misty built trust with the employees that resulted in her coaching sessions being positive and, allowed the employee to accept the business evaluation on the employees work, coaching and, training in a very positive manner. Misty also was very instrumental in the success of the SAP CIS Implementation project. Her passion and knowledge of the utility business helped to make sure that the Customer Service Business Requirements were implemented as defined. Misty has great organization skills, team building skills, time management skills and relationship building skills. Misty always completed assignments on time with accurate results. I would not hesitate to recommend Misty for roles that she may be interested in. I also would not hesitate to hire Misty in the future. Charlie Bratton Sharyland Utilities Director of Customer Operations 972/978-4461
Charlie Bratton
Misty and I worked together at Sharyland Utilities for 4 years. Misty was the top Customer Service Representative when I arrived at Sharyland Utilities. It was very easy for me to understand why Misty had reached being the best at what she did, by watching her and reviewing her work. Misty was a natural when visiting with customer face to face or on the phones. Misty was always professional, kind and. respectful to all customers. Misty was quick to figure out a solution that was good for the customer and also good for Sharyland Utilities. Misty was promoted to Quality Assurance Supervisor and was handed the challenge of, building the Quality Assurance Department from the ground up. This challenge included hiring Quality Assurance Representatives, Build QA Processes, Build QA Procedures, Build QA Score Cards, Build Reward Program, Build Coaching Program, Build Training Build QA Reports, Provide Weekly/Monthly status reports to the Director of Customer Operations. Misty met my expectations in building the QA department and, in many areas exceeded my expectations. The work that Misty did in the QA department resulted in moving the Customer Service Department to a world class Customer Service Department. Employees believed in the program that Misty built because, the concept was built on how can we help the employee become better at the role that they played in the Customer Service Department. Misty built trust with the employees that resulted in her coaching sessions being positive and, allowed the employee to accept the business evaluation on the employees work, coaching and, training in a very positive manner. Misty also was very instrumental in the success of the SAP CIS Implementation project. Her passion and knowledge of the utility business helped to make sure that the Customer Service Business Requirements were implemented as defined. Misty has great organization skills, team building skills, time management skills and relationship building skills. Misty always completed assignments on time with accurate results. I would not hesitate to recommend Misty for roles that she may be interested in. I also would not hesitate to hire Misty in the future. Charlie Bratton Sharyland Utilities Director of Customer Operations 972/978-4461
Charlie Bratton
Misty and I worked together at Sharyland Utilities for 4 years. Misty was the top Customer Service Representative when I arrived at Sharyland Utilities. It was very easy for me to understand why Misty had reached being the best at what she did, by watching her and reviewing her work. Misty was a natural when visiting with customer face to face or on the phones. Misty was always professional, kind and. respectful to all customers. Misty was quick to figure out a solution that was good for the customer and also good for Sharyland Utilities. Misty was promoted to Quality Assurance Supervisor and was handed the challenge of, building the Quality Assurance Department from the ground up. This challenge included hiring Quality Assurance Representatives, Build QA Processes, Build QA Procedures, Build QA Score Cards, Build Reward Program, Build Coaching Program, Build Training Build QA Reports, Provide Weekly/Monthly status reports to the Director of Customer Operations. Misty met my expectations in building the QA department and, in many areas exceeded my expectations. The work that Misty did in the QA department resulted in moving the Customer Service Department to a world class Customer Service Department. Employees believed in the program that Misty built because, the concept was built on how can we help the employee become better at the role that they played in the Customer Service Department. Misty built trust with the employees that resulted in her coaching sessions being positive and, allowed the employee to accept the business evaluation on the employees work, coaching and, training in a very positive manner. Misty also was very instrumental in the success of the SAP CIS Implementation project. Her passion and knowledge of the utility business helped to make sure that the Customer Service Business Requirements were implemented as defined. Misty has great organization skills, team building skills, time management skills and relationship building skills. Misty always completed assignments on time with accurate results. I would not hesitate to recommend Misty for roles that she may be interested in. I also would not hesitate to hire Misty in the future. Charlie Bratton Sharyland Utilities Director of Customer Operations 972/978-4461
Experience
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STANTON ISD
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United States
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Primary and Secondary Education
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1 - 100 Employee
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Second Grade Teacher
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Aug 2018 - Present
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Sharyland Utilities, L.L.C.
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United States
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Utilities
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1 - 100 Employee
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Quality Assurance Supervisor
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2015 - Aug 2018
Oversaw quality assurance program. Assisted in testing CIS system for implementation of new automatic metering program. Led team of quality assurance analysts and trainers. Monitored customer service calls and coached/trained various customer service representatives on how to fully engage clients.• Worked as part of team for planning, developing, and implementing quality assurance program.• Improved team satisfaction rating from 7% to 70% within two months of implementing quality assurance program.• Monitored call system for available customer service representatives (CSRs).• Listened to call recordings for quality and coaching opportunities.• Served as part of team for testing, training, and implementing new VertexOne (SAP) CIS system.• Implemented VertexOne system within three months.• Managed team for VertexOne system testing, including upgrades/fixes and automatic metering system implementation.• Selected to transition team in closing department. • Assisted in Transferring over 50,000 customers to new distribution company
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Customer Service Representative
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2010 - 2015
Fielded phone calls rotating through REP call group. Processed and completed market transactions as needed. Monitored Shadow Call screen and conducted daily call reports. Produced daily report of tasks performed by each CSR. Drafted weekly report of incoming transactions. Monitored dashboard to send out daily report of transactions. Mentored and coached other CSRs on daily basis. Developed more efficient processes for entire collections department.
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Long Term Substitute Teacher
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2010 - 2010
Taught students when regular classroom teachers were unavailable.• Taught sixth grade math for extended period of time during teacher absence.• Met with parents, providing feedback on students. Taught students when regular classroom teachers were unavailable.• Taught sixth grade math for extended period of time during teacher absence.• Met with parents, providing feedback on students.
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Bonham Elementary School
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United States
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Education Management
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1 - 100 Employee
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Second Grade Teacher
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2008 - 2010
Instructed second graders, teaching mathematics, reading, guided reading and phonics, grammar, science, social studies, writing, and computer technology. Assessed students through observations, centers, daily work, unit tests, records, and individual conferencing. Worked alongside team members to plan/prepare lessons each week. Interacted with special needs students.
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Kindergarten Teacher
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2006 - 2008
Developed lesson plans based on needs of each child and TEKS requirements. Performed various assessments on daily basis and provided help/guidance as needed. Conducted various mandatory assessments, sharing with administrators and parents. Ensured classroom remained structured and on task. Utilized literature across curriculum. Prepared students for success in first grade.
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Tessco Energy Services
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United States
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Oil and Gas
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1 - 100 Employee
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Accounts Receivable Clerk
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2005 - 2007
Worked primarily during summers. Answered phones. Conducted data entry, invoicing, and processing of credit card payments. Organized payroll time sheets. Performed copying and filing duties. Processed mail. Worked primarily during summers. Answered phones. Conducted data entry, invoicing, and processing of credit card payments. Organized payroll time sheets. Performed copying and filing duties. Processed mail.
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West Texas Opportunity Inc
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United States
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Non-profit Organizations
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1 - 100 Employee
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Head Start Teacher
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2004 - 2006
Taught and supervised group of four-year-old children. Drafted lesson plans based on interests and needs of children and curriculum. Performed daily progress assessments for each student, sharing with parents throughout year. Observed and interacted with children during center time and outside playtime. Modeled and supervised table settings for meals and teeth brushing after each meal. Prepared students for kindergarten. Taught and supervised group of four-year-old children. Drafted lesson plans based on interests and needs of children and curriculum. Performed daily progress assessments for each student, sharing with parents throughout year. Observed and interacted with children during center time and outside playtime. Modeled and supervised table settings for meals and teeth brushing after each meal. Prepared students for kindergarten.
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Texas Boll Weevil Eradication
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United States
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Non-profit Organizations
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1 - 100 Employee
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Field Clerk
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2004 - 2004
Checked mail. Answered phones. Oversaw filing. Processed invoices. Maintained inventory. Ordered supplies. Managed other miscellaneous office duties. Checked mail. Answered phones. Oversaw filing. Processed invoices. Maintained inventory. Ordered supplies. Managed other miscellaneous office duties.
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Substitute Teacher
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2003 - 2004
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Education
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1996 - 2001
Lubbock Christian University
Bachelor's degree, Multi-/Interdisciplinary Studies, General
Community
