Customer Service Management

CHRISTOPHER M. CRABTREE

***** *. ********, *****, ** 74137

972-***-**** *****.*********@*****.*** www.LinkedIn.com/in/chris-crabtree

OPERATIONS MANAGEMENT RISK MANAGEMENT PROJECT MANAGEMENT

Summary

Dynamic MBA Six Sigma executive with progressive experience in directing complex operations, developing strategies and leading and motivating high performance on- and off-shore teams to advance key initiatives. Adept at cultivating partnerships and building lasting relationships across all global business sectors. Excels at identifying and driving operational efficiencies, steering the overall vision and effectively controlling costs and capturing ongoing savings. Specialized knowledge in retail energy, corporate governance requirements, Six Sigma and long-term operational strategy and planning, as well as, utilizing broad knowledge scope to consistently surpass business goals, improve operations and drive profitability.

Strategic Planning Process Improvement P&L Team Building Cost Controls Negotiations

Revenue Generation M&A Vendor Management Global Operations Business Analysis

Leadership Talent Development Coaching & Mentoring Offshore Teams Communications

PROFESSIONAL EXPERIENCE

Current Power and Gas, Corp. Tulsa, OK 2016 – 2017

A North American retailer of energy and energy services.

I have full responsibility and accountability for the operational development, overall operational management of the CPG USA business and relevant operational and financial targets.

Vice President of Operations, USA 2016 – 2017

Establishment and management of all aspects of service delivery and operations, including compliance and prudential controls

Developing and delivering directly or through outsource provider’s business operational processes, systems, controls, reports, and analysis

Developing and delivering profitable products and related operational pricing and risk management strategies

Establishment and ongoing operational production and financial management processes including accounting and effective operational management information and reporting systems (MIS)

Development and delivery of ongoing CPG business operations strategies and accountability for delivering operational services and results

Recruitment, training, and remuneration of operations staff in accordance with the CPG TCR Remuneration policy for executives and managers, and CPG remuneration policy for staff

Development and ongoing delivery and of relevant operational business decisions and strategies to support the effective growth and development of the CPG business

DIRECT ENERGY, Tulsa, OK 2012 – 2016

A North American retailer of energy and energy services.

Oversaw the daily management of 64 internal FTEs and operations for Billing, Bill Print, Transmission and Distributions Supply Providers Relations, Vendor Management, Transaction Management, Business Case Development, Remittance and Suspense Processing, P&L Relationships and operational roll out and success of all Smart Products and Texas Solar Residential across all Direct Energy Retail Residential Brands. Responsible for P&L cost to serve targets, while maintaining customer experience targets and Net Promoter Scores for 780K customers across the US with a $13MM annual budget in 2016.

Direct Energy Continued

Director of Back Office Operations Retail Billed Markets 2012 – 2016

Drove vendor reduction, efficiency generation and Lean Six Sigma improvements which resulted in saving of $1.8MM in 2013, $2.4MM in 2014, $2.1MM in 2015 and a projected reduction $2.4MM in 2016.

On shore Back Office work from India which diminished the number of FTEs required to meet and address continued improvement goals on KPI metrics from 78 to 18

On shoring generated $700K in first year savings and a projected $1.4MM YOY cost to serve savings through 2017 through internal efficiency creation and process improvement initiatives.

Decreased transactional and billing failures from a daily average of 36,000 to a daily average of 3000; reduced unbilled accounts from >40 days from a daily average of 10,000 to daily average of 300; and reduced complaints across all regions from a daily average of 1600 in December 2012 to a daily average of 400 by June 2013 and < 100 by the end of 2015.

Led operational responsibilities for 720K retailed bill customers across North America, as well as, 80K prepaid customers across 6 brands.

Recognized as the Operational and Project Lead for Texas M&A activity.

Directed the M&A operational due diligence and integration of First Choice Power (125K customers) and Bounce Energy (70K customers).

Strategically outsourced operational functions of the New Leaf Prepaid electricity brand and reduced costs by 30%.

Seamlessly led the operational rollout and development of bundled and unbundled service and non- commodity energy products.

STREAM ENERGY, Dallas, TX 2007 – 2012

A leading retail energy company with $800MM in annual revenue.

Actively directed operations with full budget responsibility for 6 major operational units, including Customer Enrollment, Service and Maintenance, Customer Care, Credit and Collections and Retention / Winback for all North American Markets. Led a high performance team of 7 direct reports and a total team of up to 128 administrative and internal call-center employees and 2 outsourced call centers with 180+ employees. Key representative for Stream Gas and Electric in the Electric Reliability Council of Texas's Retail Market Sub-Committee.

Senior Director of Customer Experience/Operations 2010 – 2012

Drove the successful execution of a corporate-wide restructuring and development of the fastest growing companies (per D Magazine), resulting in 600K customers and $800M+ in annual revenues within 6 years of launch.

Tactically negotiated and managed contracts for 3rd party vendors with responsibilities for EDI transactions, invoicing, remittance processing, customer service and collections worth $9M annually.

Generated a 90% improvement in Stream's JD Power rankings while reducing annual costs by $7M by leading the implementation of an innovative customer service outsourcing model.

Reduced FTEs by 50% and saved $1.5MM in annual operating costs by introducing key efficiencies.

Continuously met and exceeded budgetary goals in managing an annual budget of $14MM as well as customer service goals in 3 consecutive years.

Substantially increased annual net revenue by $6MM through cost to serve reductions without harming the company's competitive position by building a business case and securing approval for strategic partnerships and outsourcing.

Recognized for leadership role in expanding Stream Gas and Electric into other deregulated market states.

Director of Financial Risk & Remittance Processing 2007 – 2010

Successfully completed a bad debt sale on a $100MM receivable portfolio.

Effectively maintained a flat bad debt expense over 2-years while the Texas unemployment rate averaged 8%, the highest since the 1990s.

Created both residential and business credit policies and collection cycles that allowed Stream to reduce bad debt from 5% to <1% in one year.

DEUTSCHE POST / DHL EXPRESS USA, Houston, TX 2006 – 2007

A global logistics firm.

Successfully directed a diverse team of 36, including 3 managers developing business cases while securing executive approval for testing and rollout of Credit and Collections process improvements, system implementations and new outsourced relationships.

Senior Finance Manager, Operations 2006 – 2007

Grew outsourced collection agencies from 3 to 6 while increasing collection percentages 30% and the portfolio size from $20MM to $120MM within 6 months.

Reduced the number of collector systems from 3 to 1 and aligned the DHL Express USA with Deutsche Post Global Revenue Vision by effectively managing the operational rollout of a leading Global Revenue Program.

TEXAS NEW MEXICO POWER / FIRST CHOICE POWER, Fort Worth, TX 2004 – 2006

Electric utility provider with operations in both regulated and deregulated markets.

Managed all Credit and Collection policy creation and implementation, business rules, and analyses for both regulated Texas New Mexico Power and deregulated First Choice Power to ensure that corporate risk, goals, and policy performance exceeded corporate and shareholder expectations.

Senior Manager of Retail and Regulated Markets 2004 – 2006

Achieved an 81% increase in month-over-month collections and reduced bad debt by 50%+, from 2.8 % to 1.3 % of revenues within 9 months.

Reduced DSO from 90 to 41 days resulting in freeing up $1MM+ in operating capital.

Decreased bad debt by 50% within 6 months of centralizing the credit and collection function while eliminating 12 FTEs.

Created and led credit and collection initiatives to reduce total bad debt by 60% in 18 months.

ADDITIONAL EXPERIENCE:

RELIANT ENERGY, INC., Houston, TX Senior Manager, Retail Operations

Directed an operational team of 30 employees and 3 supervisors while simultaneously overseeing an annual budget of $5.5MM and indirectly leading the daily management of 40 call-center employees and 4 supervisors.

ACE HARDWARE, Oakbrook, IL Project Manager

Skillfully developed the concept of the in-store rental center, a concept now adopted throughout the chain and by numerous major retail organizations.

SPECIALTY CARE SYSTEMS, Chicago, IL Operations Manager

Led HR operations in a startup VC firm that managed patients with multiple chronic conditions on behalf of insurance companies.

EDUCATION

Master of Business Administration (MBA) with Academic Honors

Texas Christian University Neeley School of Business

Bachelor of Science (BS), Economics, Texas A&M University

SIX SIGMA BLACK BELT, University of Texas at Austin College of Engineering

CERTIFICATIONS & AFFILIATIONS

Runner Up for Direct Energy’s 2013 Platnum award for Operations Excelence

Frequent speaker on Retail Energy Risk, Customer Life Cycle and the Deregulation of the Texas Electric Market for Platts, NACM, and EUCI

ERCOT Retail Market Subcommittee, 3rd Term Board Member

National Association of Credit Managers, Member

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