PROFILE

Innovative leader with extensive experience with an electric and natural gas utility in Change Management, Back Office and Front Office Operations. Outstanding track record of team development, project management, executing solutions into daily business and achieving bottom-line expense reduction. Strengths include executing solutions into daily business, building collaborative and influential interpersonal relationships, fair minded and tenacious.

PROFESSIONAL EXPERIENCE

Direct Energy, Tulsa, OK 1990 – 2017

Senior Manager, Business and Operational Readiness 2010 – 2017

Built Operational Readiness organization which assessed the business impacts of all project and small initiative change being delivered for customers, employees and vendors while insuring impacts were mitigated prior to change being deployed. Led a team of 10 Senior Analysts.

Managed 60 concurrent change projects and initiatives. 49 projects or change initiatives completed in 2016 including several large M&As and system migrations.

$3.6MM in 2016 avoided due to mitigations and business process improvements of 74 issues and gaps with projects and change initiatives. $332k by March 2017 related to 12 issues.

Developed Change Management strategy, best practices and tools including a standardized Change Management Project Plan, Go/No Go Criteria, Post Implementation Scorecards and Impact Assessments for internal and external communication activity, training, user access, User Acceptance Testing, cutover planning and contingency planning for each project.

Implemented performance surveys and reporting for team analysts to gage success and improvement areas. Score was 91% based on 67 surveys.

Established critical relationships with stakeholders at every level of the business from executives to front line employees to insure detailed, collaborative communication and comprehensive project management occurred.

Employee satisfaction went from 4.65 to 5.80 (out of 6) with 100% participation in survey.

Awarded DE Platinum Award in 2012, the highest level annual award that recognizes achievements that significantly moved the business forward. Nominated for this award five times in seven years.

Senior Manager, USN Back Office Operations 2013 - 2014

Led clean-up and stabilization effort for the USN Back Office Operations including four managers and 30 FTE with an annual budget of $17MM. Managed an offshore partnership. Areas of responsibility included exception processing for enrollment, billing, finance, remittance and market transactions.

Centralized work from Toronto to Tulsa to reduce headcount by 21 FTE while maintaining timeliness and quality of work.

DE was under investigation for not adhering to state regulatory mandates in four states. All investigations were successfully closed without negative actions or penalties.

Completed customer rate sync audit. Reviewed 275k accounts and corrected 222k accounts.

63% reduction in unbilled accounts and enrollment cancellations.

82% reductions in reimbursement requests due to incorrect rates or overbilling errors.

Employee satisfaction went from 4.9 to 5.56 (out of 6).

Senior Manager, Texas Back Office Operations 2003 – 2010

Directed a staff of 250 associates and contract employees in three countries, USA, Canada and India, in performance of back office transactions to support of 1 million customers in the Texas Deregulated Utility market. Responsible for Financial Services and Remittance, System Balancing and Reconciliation, Customer Bill Creation and Processing, Account Maintenance, Transaction Exceptions, Regulatory and Customer Complaint Resolution and Billing Inquiry.

Implemented detailed metrics including volumes, cycle time and forecasting projections of more than 700 processes. Results included a 20% reduction in headcount and $2MM in savings.

Led a cultural transformation to improve overall employee satisfaction by implementing flexible schedules, vacation request bidding process, quarterly scorecards for associates, leads and supervisors and established Attendance Index Guidelines.

Seamless transition of acquisition of 250k customers.

Implemented a new global delivery deployment strategy using off shoring yielding a lower unit cost per transaction. Moved 33 functions in July 2006 to Chennai, India

Senior Consultant, Texas Contact Center Customer Operations 1999 - 2003

Created an outsourced contact center to handle 1MM deregulated electric customers in Texas. Managed all aspects of the contact center operations from initial inception to implementation including Siebel CRM, WFM, ACD and reporting.

Senior Consultant 1995 - 1999

Performance Measurement Consultant responsible for creating and maintaining an incentive program for approximately 1,500 employees including monthly reporting.

Supervisor, PSO Contact Center 1990 - 1995

Supervisor of Contact Center Technology and Administration with responsibility for all contact center technology including ACD, Workforce Management, Call Recording, Message Boards and IVR.

EDUCATION

Bachelors of Science Degree, Management of Human Resources

Bartlesville Wesleyan College, Bartlesville, OK

SKILLS

~Critical Thinking ~Detail Oriented ~Survey Monkey expertise

~Microsoft Office proficiency ~Meeting Facilitation ~Project Management

~Organizational skills ~Analysis ~Written and oral communication

PROFESSIONAL DEVELOPMENT

~ Six Sigma Green Belt Certified ~Change Management Certified ~Kaizen Lean Certified

~4 Disciplines of Execution ~Decker Presentation Skills ~ Leaders Journey

~Change Management Certification (CCMP) in progress

VOLUNTEER ACTIVITIES

~Eastern Oklahoma Food Back ~DE Mentoring Program as a Mentor

~Marshall Elementary School ~United way

~Spectrum Board Member focused on equality at DE. DE Advocate and Safe Space Volunteer

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