Lead Strategy & Planning Manager

SHAQUETTA VANDYKE

919-***-**** **********@*****.***

Professional Profile

•Proficient in Database and Customer Information Systems such as Oracle, PeopleSoft, Workday, Maximo, and SAP

•Exceptional leadership, organizational, oral/written communication, interpersonal, project management, analytical, presentation, and problem resolution skills

•Proficient with Microsoft Office Suite including Word, Visio, PowerPoint, Excel, Outlook, Teams, and OneNote

Professional Experience

Duke Energy Progress November 2011-July 2023

Lead Strategy & Planning Manager (05/2021 – 07/2023)

•Provided strategic and business planning leadership and consultation to ensure alignment and achievement of plans and objectives to senior leadership and their organization.

•Facilitated and implements business planning process, including risk assessment, initiative plans, and goal development and alignment.

•Monitored performance of initiatives and goals to ensure business unit success.

Sr. Revenue Services Analyst (06/2018 – 05/2021)

•Promoted to Sr. Revenue Services Analyst for exceeding goals and supporting resources within and outside of Revenue Services. Received additional billing projects to oversee.

•Direct and support cross-functional projects in all jurisdictions which include developing strategies for Customer Connect Business Planning, implementing key systems and business tools (ex. ADAMS, RevPro II, etc.), and implementing business processes

•Create job aids, train, and provide subject matter expertise to Billing Administration and EDM Operations on billing procedures and processes (Customer Work Orders, WFM/Exceptions, and Field Work) to meet customer and business needs

•Support management with quality assurance by creating, revising, and standardizing our quality check process across all jurisdictions and assisting with continuous process improvement activities such as the functionality of ADAMS, Root Cause Analysis, storm recovery plans, Service Level Agreements, eliminating duplicate work, Interval Meter SharePoint, etc.

•Produce trend analysis, statistical, key metrics, and management reports for Revenue Services and Meter Reading on a weekly, monthly, and quarterly basis

•Interface with key internal stakeholders (including Customer Contact Operations, Distribution, Rates and Regulatory Affairs, Legal, Audit Services, Vendor Management, Finance, Data Analytics, Large Account Management, Meter Reading, Customer Connect, the State President’s organization, and IT) to resolve key issues such as Billing Administration backlogs, human performance errors, and storm recovery efforts

•Managed and supported our external vendor NCI daily on Duke Energy Progress, Duke Energy Florida, and Duke Energy Carolina process and procedures. After NCI closed, I completed a project to transition the work back in-house.

Claims Recovery Specialist (09/2016-06/2018)

•Negotiated and recovered over $3 million in property damage to our facilities and assets in 2017

•Liaison between law firms, Duke Energy Legal Department, insurance companies, and collection agencies providing the necessary documentation and reports for successful collection

•Worked as a subject matter expert on the Claim Apps Pilot to improve metrics and procedures with processing damage claims in the field

Revenue Services Specialist II/Complex Billing Specialist (03/2016-09/2016)

•Decreased the number of late bills by 10% from July 2016 – September 2016, contributing 40% to work orders, WFM completion, and timely billing for Commercial & Industrial customers

•Served as a subject matter expert and tester for Inaccurate Meter Usage project

•Trained 15 employees from our external vendor NCI on using CIM BUI and the Inaccurate Meter Usage project

Revenue Services Specialist I/Mass Market Billing Specialist (06/2015-03/2016)

•Maintained an accuracy rate of 99.80% which included completing work orders, WFM’s, correcting/adjusting accounts, and processing bills for Small Business and Residential customers

•Assisted and completed over 1600 work orders and WFM’s for Duke Energy Florida

Developmental Quality Assurance Specialist (03/2015-06/2015)

•Ensured the appropriate standards and processes are communicated and followed

•Trained 3 new hire classes consisting of 10-25 employees (per class) on Quality Assurance

Developmental Team Lead Interim (08/2014-03/2015)

•Supervised and supported the Business and Construction workgroup (30-40 employees)

•Trained 4 classes consisting of 10-15 employees (per class) on Quality Assurance

•Handled escalated calls related to new construction, small business, and residential accounts

Customer Service Specialist (Business/Industry, New Construction, and Residential Customers) (11/2011-08/2014)

•Provided exceptional support and customer service to small business, industrial, construction, and residential customers via phone call, fax, and email

•Assisted and led a team of 8 employees by providing feedback and guidance on how their performance contributed to our company goals

Genesis DWI & Substance Abuse Services January 2010 - January 2011

Office Manager

•Completed intake assessments on high-level clients and maintain records

•Worked with Departments of Motor Vehicles systems to retrieve, track, and forecast data

•Communicated with attorneys daily to provide the documentation needed for court

Education

Master of Business Administration with Project Management Concentration

Meredith College, 12/2018

Bachelor of Science Criminal Justice

ECPI University, 05/2011

Professional Affiliations

•Advocates for African Americans - Member (2014 – Present)

•Business Women Network - Member (2014 – Present)

•Leadership Development Network – Member (2016 – Present)

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