Manager Customer Service

MARK BURGENER

**** * ****** ***. *******, IL ****2

************@*****.*** 217-***-****

SUMMARY OF QUALIFICATIONS

Self directed professional with a proven track record of success. Record includes international recognition in the utility industry for developing innovative best practices, along with leadership roles building successful process improvement and project management teams. Recent accomplishments include successfully developing and implementing build out plan for AMI project.

CORE STRENGTHS

Relationship building Coaching and development Marketing retention and growth

Leadership and Teamwork Customer relations Contract negotiation

EXPERIENCE

Corix Utilities, Wauwatosa, WI. 2013-Present

Project Manager

Hire, train and develop project team, policies and procedures for 3 million dollar project.

Procure materials, vehicles, and facilities and implement process for staging, tracking and managing all project inventory.

Develop and communicate build out plan that balances customer expectations with contractual obligations.

Develop and implement quality metrics and monitoring process to ensure customer satisfaction.

Investigate and resolve all customer complaints and claims in a timely fashion.

Lutheran School Association, Decatur, IL 2005-2013

Athletic Director

Expanded and enhanced the athletic program which contributed to enrollment increase in the high school from 110 students to 172.

Initiated and directed the installation of athletic director software to effectively schedule contests, create and monitor contracts, and monitor athletes and schedule contest workers.

Coach girls basketball program to 6 conference championships, 3 regional championships, a sweet sixteen berth and 2 Macon County Coach of the Year titles from 2004-12.Illinois Coaches Association Coach of the Year 2012.

3rd longest conference winning streak in Illinois State history at 63.

Director of Development

Directed and developed the Pride, a quarterly magazine designed to keep alumni and donors informed of school activities and projects.

Implemented new fundraisers such as phone-a-thons and golf outings, which enabled us to reach third source funding targets and secure a single gift of 1.3 million.

AMEREN, Decatur, IL 1979-2005

Project Specialist 2003-2005

Reduced costs and improved productivity by developing and implementing process for companywide meter reading rerouting.

Facilitated effort to convert Customer Information Systems from Illinois Power to Ameren systems.

Credit/Collections Manager 1999-2003

Developed in house pre collect process which reduced cost and increased cash flow by 50%.

Implemented an amnesty program that recovered $550,000 on a $40,000 investment.

Negotiated and directed contracts to provide debt collection services for clients with results that exceeded client’s expectations.

Implementation Manager 1998-1999

Successfully negotiated subcontractor agreements, purchase orders and general contracts with clients that came in under budget and ahead of schedule.

Established and developed inventory management process which resulted in a significant reduction of inventory imbalances.

Meter /Measurement Manager 1995-1998

Led 220 field metering and central meter shop personnel and monitored and directed metering policies and procedures.

Created and facilitated metering process improvement team which resulted in higher quality, lower repair cost, and improved lead times.

Credit/Collections Team Leader 1993-1995

Successfully negotiated contracts with credit bureau to implement credit scoring application.

Directed effort to secure contract with credit bureau for social security validation including making appearances before the Illinois Commerce Commission to gain approval for this innovative industry enhancement.

Customer Service Supervisor 1979-1993

Successfully developed multiple teams recognized by the company for completing all audits and meeting all regulatory requirements in a timely manner.

Directed National Energy Watch Program as Energy Use Advisor for the Bloomington and Lasalle area.

Home builders association liaison and town council representative for all issues and disputes.

EDUCATION

Bachelor of Arts in Marketing

Eastern Illinois University, Charleston, IL

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