Customer Experience Product Development
Resume:
Seattle, WA *****
346-***-**** LinkedIn
*************@*****.***
Highly accomplished analytical professional with extensive leadership experience in product development, process improvement, and customer experience enhancement. Proven track record of identifying critical business and customer requirements, driving cost-efficient and usable solutions, and maximizing customer satisfaction. Expertise in leveraging communication, delegation, and negotiation to achieve project goals.
Functional Knowledge:
Product Development & Lifecycle Management
Customer Experience Optimization
Cross-Functional Team Leadership
Process Improvement & Efficiency Gains
Data Analysis, Synthesis, & Visualization
Relationship Management & Collaboration
Risk Management
Change Management
Domain Knowledge:
Energy Industry: Extensive knowledge of energy markets, products, and regulations
Retail Industry: Understanding of retail consumer behavior and trends
Technology Industry: Proficient in a variety of software development methodologies and tools.
Construction: Commercial Multi-Family Buildings and Custom Residential Homes
Work History:
Sr. Product/Program Manager, Business Analyst
Maven Solutions, Seattle WA 08/2022 – Current
Provide analysis of data, tools, processes, and organizational structure as needed and provide reports, presentations, and strategies for clients.
Mapped and optimized onsite billing processes for loss prevention and improved billing accuracy with data validation.
Consulted on CRM platform merger, unifying systems, processes, and data.
Provided Excel expertise to elevate analytics and sales reporting.
Product Owner - Customer Experience Transformation
NextEra Energy & Maven Solutions, Houston, TX 04/2019 – 07/2022
Responsible for merging customer care units and processes into Orion’s ERP platform. Review, manage, and document all consumer and business communications and escalations, complaints, and disputes for improvements across all platforms, departments, and teams.
Led the seamless unification of two disparate call centers into a single, customer-centric experience on Orion's ERP. This migration, achieved through a deep understanding of customer journeys and legacy processes, resulted in a 55% reduction in escalation handling time and a significant improvement in Net Promoter Score (NPS).
Championed a two-tiered research and response system, proactively identifying and resolving customer issues, while uncovering further improvement opportunities.
Launched the "Office of the President" initiative, granting near real-time access to senior agents and empowering customers.
Product Owner – Energy Solutions & Value Added Services
Just Energy, Houston, TX 04/2018 – 03/2019
Pioneered groundbreaking initiatives in the highly regulated ERCOT electricity market, traditionally limited by stringent clearing rules. Spearheaded the development and launch of innovative, customer-centric energy solutions, aligning product offerings with customer needs and affordability through market research and strategic roadmaps.
Integrated electricity with energy-saving products and services, unlocking new revenue streams and increasing margins.
Championed stand-alone non-commodity products, ensuring alignment with customer demand and financial viability.
Supervised legal efforts to enable demand response participation, providing additional conservation opportunities.
Implemented online installment payment options, facilitating sales of higher-priced items and enhancing customer convenience.
Optimized the customer value program through advanced tracking and robust reconciliation processes, ensuring transparency and satisfaction.
Product Implementation Manager
NRG Energy, Houston, TX 05/2014 – 08/2017
Oversaw all aspects of project life cycle in compliance with project's scope, requirements, and contracts as Product Owner for technical projects.
Reviewed and approved functionality and benefits language of products descriptions for external communications for retail brands in accordance with legal, regulatory, and marketing requirements.
Developed reward program to motivate business partners to market residential products to their clients.
Increased customer enrollments by 410,000 over 2 years with creation of two new retail products
Engaged with IT, legal, regulatory, and business executives regularly to develop billing strategies and manage energy product portfolio.
Minimized financial risk from revenue and potential fines by restoring non-metered price transparency (EFL)
Spearheaded cost-cutting paper reduction initiative, saving $3M in the first two years.
Reduced write-offs to less than 3% by developing and improving pre-payment alternatives for major brands.
Created and added products to support consumer EV Charging Station Adoption in Texas.
Innovations Manager
Reliant Energy, Houston, TX 03/2010 – 05/2014
Promoted from within to oversee all aspects of product development life cycle.
Created, edited, and managed legal fulfilment documents.
Created lifecycle training documents through cross-functional collaboration.
Developed and implemented change management plans to ensure smooth implementation of all new product offerings across the company.
Owned implementation of product lines expansion and financial impact tracking.
Developed effective solutions for customers with credit challenges with deposit.
Invented multiple "new to world" innovations including first index product for residential customers.
Education:
Bachelor of Science - Business Administration, Colorado Technical University, Colorado Springs, CO.
Certifications:
Digital Media Marketing, Cornell University, Ithaca, NY
Scrum Product Owner, VMEdu Inc., Avondale, AZ
Technical Skills:
Data Visualization & Analytics
MS Office Suite (Word, Outlook, PowerPoint, Access, Excel, & VBA)
SQL, HTML, CSS, JavaScript, Python
SCRUM/Agile Methodologies
FRANK RHODES
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