DENISE HARVEY

** ******* **

Brockton MA *****

Telephone: 610-***-****

Email: ad3zn4@r.postjobfree.com

SUMMARY

Dynamic, goal-oriented administrative professional with over 20 years of extensive experience and knowledge in energy, utility, customer service, business management, operations, marketing and performance/quality management, outstanding team and project leader with keen communication, organizational, and problem-solving skills; recognized throughout career for productivity excellence, teamwork, accountability, sound decision-making, and strong technical qualification. Combine cross-functional expertise in the following areas: EXPERIENCE

Gulf Oil LP 09/2017 – Present

Customer Account Coordinator

Manages all customer setups for proprietary, exchange and thruput terminals. This entails obtaining all customer setup information such as product, carrier, destination etc. and inputting the data into various databases. Maintains all setups and related documentation.

Handles escalated internal and external inquiries and issues as related to customer setup information, researches and resolves all issues; further escalates issues to manager as appropriate.

Setup and manage customers in TopTech.

Setup new customers in RoadMap.

Set up new customers in TABS.

Manage customer allocations in TABS.

Setup new customers in Shell/Alliance portal/CRM.

Setup new customers in Exxon portal/CRM.

Run the daily Bill of Lading report to ensure that customers are invoiced in a timely manner.

Manage customer allocation/product availability.

Recognize customer loading issues and resolve accordingly.

Plays a key role in the testing for implementation of Salesforce. Patriot Energy Group 07/2012 – 9/2017

Team Lead Operations Department/Contract Administrator

Ensure the timely processing of all transactions for the sales/marketing team. These transaction types include enrollment, usage, invoice, change and disenrollment/drop transactions and update Salesforce.

Monitor and track transactions to ensure efficient and accurate processing.

Recognize, reconcile, and correct mismatched data based on established business rules.

Interact with the suppliers, utilities, third party EDI vendor to ensure data synchronization and timely action on customer enrollments.

Build internal and external relationships through exceptional problem solving, ownership, and follow- through.

Document all issues/improvements for resolution/change implementation.

Communicate issues with the sales team to ensure timely resolution.

Act as subject matter expert for transaction related questions internally.

Perform monthly audits to ensure 100% accuracy of database / Salesforce CRM.

Manage special projects and meet with the necessary departments and report/present to senior management.

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Manage other team members to ensure that the day-to-day operations run smoothly.

Assist sales support and contracting analyst with prospecting, deal entry and contracting in Salesforce. Mint Energy 12/2011 – 07/2012

Contract Manager

Assumed responsibilities for quality control of new contracts and amendments, including enrollments and drops, change in price and product, and change in billing status.

Developed new billing structures for complex products, including tracking of hourly variables relating to price and volume.

Aid in accurate billing, established new pricing structures and resolution of billing complaints.

Contract Management, Quality Assurance and Coordinating electric utility companies to verify the completion of enrollment transactions.

Executed various daily tasks including investigating and resolving post enrollment errors, initiating requests to utilities for price codes.

Coordinated customer care activities with associations and aggregating vendors.

Assisted with coordination of CRM and billing software applications, including functional and design input.

Review and evaluate current procedures and develop recommendations for improvement and/or changes. Hooper Holmes/Portamedic 01/2007 – 12/2011

Brokerage/Customer Service Team Leader

Manage over ten Insurance Examiners to ensure provision of quality service to our customers.

Train and manage new team members; and assign daily tasks to all team members.

Coordinate and chair weekly team/management meetings

Place and review orders for Insurance Brokerages

Work in a team environment to ensure that Brokers calls and emails are responded to in a timely manner

Distribute and manage supplies for examiners.

Handle and resolve all escalation inquiries.

Setting-up and maintaining new customer accounts

Implement and document department procedures.

EDUCATION

Bridgewater State University – Bridgewater MA

Bachelor of Science in Management

Certificate - Principles of Professional Salesmanship - Institute of Management and Production, 2002 QUALIFICATIONS

Certificate of achievement received from Innovative Systems Limited for displaying a high level of customer loyalty, a consistent high standard of work and great team spirit and for achieving over 150% of sales quota for 2002. Certificate in Professional Salesmanship; Short courses in Customer Relations, Stress Management, and Quality Management

Certificate of High Achievement – Patriot Energy Group – April 2016 People’s Choice Award (For high productivity and dedication) – December 2016- TECHNICAL SKILLS

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Microsoft Word, Excel, Access Word Perfect, Lotus 1-2-3, Internet, E-mail and Microsoft Outlook Calendar; AS400, Quanis, Nexant Revenue Manager, Salesforce.com, RoadMap.com, Workday

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