Customer Lean Six

MICHELLE BATTISE

Houston, TX 281-***-****

*********@*****.*** linkedin.com/in/michelle-battise

SENIOR BUSINESS ANALYST

Improve Processes & Operational Efficiency Track Performance Metrics Professional with extensive experience in developing SOPs and life-cycle metrics within retail energy industry. Open-minded and big-picture thinker with excellent analytical and communication skills, performing data gathering, root cause analysis, and performance trending to develop appropriate process control changes.

Analyze current process standards and metrics to provide solutions for improvements. Coordinate with subject matter experts to develop process improvement reports for setting forth progress, adverse trends, and appropriate recommendations and conclusions.

− Process Map Development − Documentation

− Salesforce, Channel Portal, SharePoint − Lean Six Sigma

− Gather and Monitor KPIs − Process Improvement

PROFESSIONAL EXPERIENCE

GEXA ENERGY, Houston, TX 2005 to 2018

Senior Business Analyst, Contract Administration 2014 to 2018 Created and reported weekly performance metrics. Documented and maintained department’s SOPs and workflows.

• Tracked daily, weekly, monthly, and quarterly output per customer segment and system for contract cycle times, constantly making improvements to processes, reporting, and systems for efficiency.

• Created weekly high-level dashboard for senior management, highlighting throughput counts, processing times, percentages of success and failures, percentages of deficiencies and data repairs as platform, and outlining trends, resulting in focus in operating systems.

• Partnered with process owners and departmental resources, identifying and recommending resolutions for gaps in processes, driving results and lowering data repairs.

• Reduced contract deficiencies 20% by performing root cause analysis and recommending action needed to resolve deficiencies.

• Reduced missing non-customer contracts from average of 22% per month to 4% by performing monthly audit with accounting.

Accounts Receivables Supervisor 2009 to 2014

Supervised five-member team overseeing Account Receivables process for ERCOT and New Markets territory. Designed and reported performance metrics, reflecting weekly, monthly, and quarterly measurements with all business departments. Managed daily operations of disconnections, reconnects, and move-outs due to non-payment.

MICHELLE BATTISE *********@*****.*** PAGE TWO

GEXA ENERGY (Continued)

• Implemented re-engineering of business and collection processes in operations, sales, and collections in response to customer issues, reducing waste of repetitive work and group interaction.

• Automated disconnection of residential and small commercial customers due to non-payment, freeing up 2 resources.

• Implemented process for retaining early dropping customers in new market segment, resulting in average 49% re-enrollment rate of successfully contacted customers.

• Reduced overall commercial and residential bad debt by 20% in 2011 and by 25% in 2012 with process improvements.

• Reduced credits 25% by implementing account receivables clean-up. Business Analyst, Delinquency 2005 to 2009

• Processed reconnects, disconnects, and move-outs for ERCOT accounts based on payment history and dispute resolution.

• Developed and analyzed daily commercial collection and account receivable reports for new market territories, identifying trends, making recommendations for process improvements, and resolving identified issues.

RELIANT ENERGY, Houston, TX 2002 to 2005

Issue Resolution Specialist, Multifamily

Performed extensive research of accounts using SAP to determine root cause of customer issues pertaining to billing, CSA, payment processing, and various issues. Assisted in creating and documenting SOPs.

• Resolved disputes by issuing appropriate debits or credits to customer bills and communicating and documenting results to customer, PUC, and management as needed. EDUCATION

Bachelor of Arts (BA), Marketing, Texas A&M University, College Station, TX TECHNICAL SKILLS / PROFESSIONAL DEVELOPMENT

Six Sigma Green Belt Certification, 2015

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