SUMMARY:

• A Customer Service professional with experience across a broad range of Customer Service, Client Relations, Operations, Human Resources, and Contract Management with the ability to oversee an organization whose finished product has a positive impact on the customer and/or client base. A breadth of experience combines the allocation and utilization of manpower, equipment, and operational resources, utilizing continuous improvement strategies to improve employee and customer satisfaction.
• Leadership philosophy champions customer and employees focus, quality control, and efficiency planning to ensure reliable and customer - focused delivery of services. Recently relocated to Houston, Texas.
• Customer Service /Client Success Management
• Business Operations
• Human Resource Management
• Team Development & Collaboration
• Customer and Employee Satisfaction
• Quality Assurance
• Utility Expertise
• Governmental Affairs
• Continuous Improvement
• Budgets
• Communication skills

PROFESSIONAL EXPERIENCE:

Manager, Contact Center

Confidential, Indianapolis, IN

Responsibilities:

• Managed daily Contact Center operations for a gas, water, wastewater utility provider for residential and B2B customers in Indianapolis and surrounding counties.
• Managed a staff of 150 Contact Center associates and 6 Supervisors ensuring KPIs were met/exceeded daily/monthly.
• Successfully routed 850,000 annual interactions by phone, email, and chat platforms to provide a world class interaction.
• Drove change within the department using data analytics and continuous improvement models, resulting in a positive impact on customer and associate satisfaction.
• Preform all Human Resource functions for the department including, recruitment, hiring, associate mentoring, coaching, and employee engagement and development.
• Managed and developed programs and schedules for the development of employees (department curriculum, continual growth opportunities, refresher, and required ).
• Implemented Ease of Use functionality based on Voice of the Customer methods and implemented process improvements using continuous improvement models.
• Implemented a Work from Home program while continuing to provide a high level of customer and employee Satisfaction.
• Analyzed customer survey verbatim to determine gaps in Contact Center interactions and processes and implemented change to improve Customer Satisfaction scores above 85%.
• Facilitated the distribution of funds for Federal, State and internal utility customer bill assistance programs.
• Liaison for community partners to ensure resources were available for at-risk customers.
• Change Champion providing effective communication and direction on projects impacting the department.
• Operational responsibilities related to forecasting and scheduling to ensure appropriate coverage for a 12-hour, 6 day a week operation.
• Developed and managed department budget.
• Managed 16 specialized billing clients, providing contract creation and contract management, managed client concerns issues, implementations, and data requests to improve client success.

Manager of Billing

Confidential, Indianapolis, IN

Responsibilities:

• Managed Billing, Quality Assurance, and Collection departments and procedures for the largest Public-Private Partnership, including a staff of 22 Union associates, overseeing over $200 million in remittances processing, while meeting the established contractual obligations for each client.
• Responsible for the company billing functions generating 5.4 million invoices annually.
• Quality assurance review of all bills for accuracy prior to mailing. Identified errors and took corrective actions.
• Managed collection procedures to ensure less than 7% of annual write-off.
• Responsible for the delinquent water disconnection process and it’s impact on annual revenues.
• Provided account and contract management to 19 clients, ensuring a minimum of $3.9 million in annual revenues. Accomplished contract compliance while meeting and exceeding established incentive metrics.
• Managed the migration of new client conversions to a new billing system, while adhering to quality assurance standards.
• Implementation of process improvement initiatives to achieve effective cost reductions and Ease of Use for customers and client base.
• Managed financial reporting, audits, and incentive metrics established by the Clients’ contractual requirements.
• Managed the semi-annual Lien process for delinquent sewer bills owed by property owners.
• Managed key relationships with the Indiana Utility Regulatory Commission, Indiana’s regulator of State and Local utilities. Fielded escalated complaints and worked to seek a resolution with a sense of urgency.
• Facilitated disputes related to contract deliverables, sought out resolutions through process improvements and enhancements, established client-specific policy and procedure documentation.
• Planned and coordinated conference(s) for business development opportunities.
• Managed remittance processing for the organization including payment posting, cash balancing, transfer of funds, research and resolution of errors.
• Managed vendor relationships, remittance processing, banking, collection agencies.
• Established and managed department budgets.

Manager

Confidential

Responsibilities:

• Managed Billing and Client relations department, overseeing over $200 million in remittances processing and preparing and mailing of 5.4 million annual invoices, while meeting the established contractual obligations for each client.
• Quality assurance review of all bills for accuracy prior to mailing. Identified errors and took corrective actions.
• Provided account and contract management for the organization’s second largest client with annual revenues totaling $2.7 million.
• Business lead for software conversion implementation to a new utility billing system including requirement mapping, gap analysis and resolution, testing, and implementation.
• Managed a staff of 15 full-time Union employees. Provided team members with mentoring, growth, leadership, and opportunities.
• Responsible for auditing client funds generated during the cash application process, accounting for over $150 million in remittance annually.
• Managed remittance processing for the organization including payment posting, cash balancing, transfer of funds, research and resolution of errors.
• Managed the semi-annual Lien process for delinquent sewer bills owed by property owners.
• Managed vendor relationships

Business Analyst

Customer Relations and IT

Responsibilities:

• Special projects team member for conversion to a new utility billing system.
• Prepared documentation of standard operating procedures for existing and new work processes, prepared gap analysis related to system functionality, tested system changes prior to implementation and communicated defects, prepared conversion documentation, and prepared and implemented plan and materials for conversion.

Supervisor

Confidential

Responsibilities:

• Managed a staff of 18 full-time employees and 8 temporary employees in the Contact Center. Provided team with mentoring, growth opportunities, leadership, and .
• Prepared and distributed daily, weekly, and monthly statistical reports on employee productivity and call center activities, including scheduling to ensure we met monthly individual and departmental KPIs.
• Responsible for hiring of new associates (sourcing candidates, interviewing, and prepare ).
• Served as liaison between the Indiana Utility Regulatory Commission (“IURC”) and the Office of Consumer Counselor (“OUCC”) to resolve consumer complaints.
• Managed to department budget.