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Operations and Sales Manager

Lago Vista, Texas, 78645, United States
August 30, 2017

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Micki Peterson

***** ******* ***

Lago Vista, TX 78645


Professional Experience:

Frontier Utilities, LLC Jan 2015 to Mar 2017

**** *******, *** *****

Houston, TX 77056

Manager, Marketing and Commercial Sales Jan 2016 to Mar 2017

• Developed C&I Sales marketing collateral, marketing plan and execution with emphasis on branding and increasing C&I sales, oversaw gifting and promotional items.

• Manage social media presence for C&I Sales team, Commercial web pages, Twitter, LinkedIn, GoogleAds, SEOs, HTML campaigns and newsletter, provided marketing analysis for campaign recommendations, ROI analysis.

• Event planning, networking and tradeshow coordination, created presentations with Power Point and Adobe office suite for C&I Sales team.

• Launched industry-driven Affinity Partner Sales campaign in ERCOT market Manager, Commercial Operations Jan 2015 to Mar 2016

• Manage Commercial Operations teams: Contract Admin, Enrollments, Sales Support, Commercial Care and Marketing, CRM-Agility Orion, using KPIs and SLA matrix

• Credit Manager – performed as Credit Manager, developed and implemented credit requirements for new and renewal customers to mitigate financial risk – using D&B, LexisNexis, Annual & Qtrly reports, P&Ls to determine credit worthiness and mitigate risk, lowered collections by 12% due to risk analysis

• Performed overall business analysis of systems and created procedures, made improvements for efficient, interdepartmental C&I Sales Support tasks – performed Quality Assurance and training for Commercial Sales staff and support.

• Collaborated with CIO by providing business analysis, make recommendations for and perform testing for launch of new Sales platform and development of automation for online vetting and onboarding Channel Partners

Crate and Barrel, 4006 Westheimer, Houston, TX Feb 2014 to Dec 2014 Team Lead, Merchandising and Visual

• Manage back office staff of 30, learn and train staff on new inventory software and CRM

• Coordinate inventory logistics

• Responsible for facility maintenance

• Work closely with General Manager and Sales Manager to plan and execute window and floor displays

Constellation NewEnergy, 1221 Lamar St, Houston, TX Account Manager, National Indirect Channel Partners Oct 2008 to Jan 2014

• Relationship Manager, point-of-contact for Key accounts brought to Constellation through National Consultants, regarding all customer service or post-deal issues to encourage retention

• Analyze customers billing and usage data to interface with back office functional groups including billing, credit, legal/contract departments, pricing and operation teams – to enable ease of transaction by utilizing Excel, Siebel, Lodestar, Gestalt, Sharepoint and ERCOT Portal.

• Assist customers in all de-regulated regions/ISOs in conjunction with every internal Operational team; to satisfy customer issues and manage Demand Response participation.

• Analyze cause and effect and facilitate resolution for escalated or complex issues for C&I customers; involving invoice line item support, contractual changes, product/billing structure, and account reconciles, with deliverables of up to 20% increased retention/renewed contracts. Manager, Customer Relations May 2007 to Oct 2008

• Relationship manager, managed team of 6 - working with Channel Partners and directly with Small to Mid-sized customers – created touch points during long-term contract for purpose of retention.

• Created Energy Management Portfolio, a customized book for customers 100MW

• Responsible for 35% increased retention, over 18 month period via phone calls, emails and customer visits.

Business Development Associate September 2005 to August 2007

• BDM support for ABC Channel Partners – managing RFPs, contracts, providing customer service and workflow with internal operational teams.

• Managed relationships with ABC channel partners, information sharing, networking and renewals.

• Developed procedures for vetting and onboarding new Channel Partners.

• Coordinated team travel with Concur Travel and Expense software. Sr Operations Associate/Credit Analyst March 2003 to September 2005

• Analyzed usage and prepared data for pricing models using v-lookup, Excel and macros.

• Provided financial risk analysis for C&I customers, based on pay histories and financials to determine credit coverage for prospective and renewal customers up to $1MM using D&B, LexisNexis and P&L statements.

• Made recommendations for options for prospective customers to meet risk requirements

• Worked closely with Sales and Finance teams to mitigate potential risk, while meeting growth goals, reduced collections by 10%

AES NewEnergy, (acquired by Constellation) Houston, TX April 2001 to March 2003 Sales Support/ Account Manager

• Administrative support for VP of Sales, with travel, meeting, expense and budget reporting

• Support BDMs with Sales from Prospect to Cash in ERCOT

• Develop and implement Account Management and Sales Support procedures for C&I Sales team Kinder Morgan Energy Partners, L.P. and Kinder Morgan, Inc., Houston, TX 1999 to 2001 Executive Administrative Assistant, V. P. Operations and Engineering Department and Director of Safety

• Provided all Exec Admin functions in support role including budget and expense reporting, travel, meeting, event and trade show coordination for VP and Dirs of Safety and Procurement and Engineering team and DOT updates

Receptionist/Assistant to Director of Investor Relations 1998

• Supported Director of Investor Relations by responding to inquiries regarding fluctuation of the stock, K-1 tax information, press releases, mail outs for KMP and KMI The Kid’s Place, Bellaire, TX 1992 to 1998

Owner and Director, Certified Director by the State of Texas, Department of Texas Protective and Regulatory Services

• Created and supervised a unique Child Care environment

• Provided leadership, development and training to a staff of 20+ Child Care providers and administrative staff.

• Built 2,000+ family customer base through advertising, analyzing market trends and demographics, and personal speaking appearances to associations and organizations

• Participating member of Greater Southwest Houston Chamber of Commerce 1995-1998

• Co-chairman of Area Economic Development Committee 1997,1998 Education:

New Braunfels High School, New Braunfels, TX

Southwest Texas State University, San Marcos, TX

Dale Carnegie Leadership Training (various)

SIRIUS modules I, II, – includes problem solving and change adaptation skills

(CNE equivalent to Six Sigma)

QBS – Question Based Selling with Author, Tom Freese ASE – Achieving Service Excellence - Certified

Comprehensive Guide to Human Resources – Fred Pryor Community Involvement:

United Way, CNE Texas Campaign Leader 2008-2010

Museum of Fine Arts Houston, Member 2005 to current Houston Livestock Show and Rodeo, Lifetime Member 1998 to current K-9 Angels Volunteer 2014 to 2016

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