Lisa Anne O'Brien

**** ****** ***** (***)

***-****

Ely, IA 52227

abjsct@r.postjobfree.com

PROFESSIONAL EXPERIENCE

Alliant Energy Cedar Rapids, IA

****-****

Product Coordinator 2007-

2009

- Directed production/distribution of quarterly newsletter including:

ideation, reviewing copy, setting timelines, and identifying customers

for Spotlight articles.

- Primary contact for customers / Call Center representatives for program

questions / training / enrollment processing.

- Initiated / coordinated promotional Email campaigns / events for

internal - external stakeholders; monthly report generation including

Balanced Scorecard.

- Identified / implemented program improvements for payment options;

online bill pay / Western Union options.

- Conducted/presented energy efficiency/call center training

Bill Inserts / Messages / Service and Repair/ Home Protection

2005-2007

- Coordinated monthly bill insert process: approximately 1 million

inserts per month.

- Maintained promotion / production schedule; facilitated process with

multiple internal stakeholders; Corporate Communication / Program

Managers / IT / external bill print vendor.

- Primary liaison between internal / external vendors regarding customer

questions / issues.

- Tracked revenue / expenses of approximately $30,000 per month /

developed additional customer service policies / procedures for 1200

customers/paid invoices.

- Facilitated sale of Alliant Energy's customer base to ADT.

Associate Product Coordinator 2003-

2005

- Generated development / implementation of customer acquisition /

employee promotions / campaign tracking to determine customer response

/ acquisition costs.

- Communicated program information to management / technical support to

assist in enhanced product delivery.

- Introduced need for / assisted in the advancement of new database for

field employees.

- Organized annual meeting of 50 field personnel / management.

- Assisted in formulating an annual budget of approximately $870,000.

- Tracked contractor time/expenses; created/maintained customer files

Field Support 2002-2003

- Liaison between field personnel / internal departments / external

customers.

- Completed service orders in a timely / accurate manner.

- Downloaded / processed reports of MVRS (meter reading system).

- Improved efficiency of meter reading routes.

Customer Billing 2001-

2002

- Answered internal / external billing questions / assured accuracy by

examining / editing customer bills.

- Assisted vendor in loading local option/school infrastructure tax on

quarterly basis by analyzing county corporate limits.

- Assured billing accuracy from Web Portal

Customer Service 1999-

2001

- Posted payments on customer accounts.

- Authorized/formulated payment agreements.

- Communicated account information to agencies that offered financial

assistance to low-income customers.

- Recommended money-saving products/services

Lisa Anne O'Brien (pg2)

PROFESSIONAL EXPERIENCE (cont'd.)

Sam's Club Ames, IA 1998-

1999

Customer Service Supervisor

- Scheduled cashiers shifts/breaks/training.

- Conducted cash drawer audits.

- Handled large volume customer orders/invoices.

- Remedied customer issues/complaints.

ISU Credit Union Ames, IA 1996-

1998

Member Services Representative

- Audited vault to assure properly balanced.

- Initiated new accounts/assisted members with account issues.

- Ran electronic check processing equipment.

Snelling Medical Recruiters Albuquerque, NM

1994-1996

Medical Recruiter

- Conducted interviews

- Tracked billable employee hours for clients/employee.

- Coordinated recruitment advertising/job fairs.

- Compiled employee/client records.

- Networked with colleges/businesses.

EDUCATION

Bachelor of Science in Sociology Iowa State University

1994

Associate of Arts, Liberal Arts Des Moines Area Community College

1991

COMPUTER SKILLS

. Microsoft Word

. Excel

. PowerPoint

. Outlook

. Email

. IC Verify

. cash handling equipment

. 10-key

. Working knowledge of Access

ORGANIZATIONS

- Member of United Way-2007

- Member of Cornerstone-2000

- Member of Professional Women's Network Social Committee 2007

ADDITIONAL TRAINING

- Conflict Resolution Seminar

- Diversity Focus

Contact this candidate