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Valerie D

Experienced Manager

Occupation:

Customer Service Manager

Location:

Greendale, WI

Education Level:

Associate

Will Relocate:

No

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Manage Call Center, Billing and Field Techs operation 24/7 within a $5M dollar budget.

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COMPANY POSITION HELD DATES WORKED

(Confidential) (Confidential) 6/2000 - Present
EXELON (Confidential) 6/1998 - 11/2004
PECO Energy (Confidential) 6/1994 - 6/1998
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SCHOOL MAJOR YEAR DEGREE

Montgomery Country CC Business Mgmt 1998 Associate Degree
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Highlights:

Developed, deployed and managed project plan resulting in back billing of lost revenue averaging $5.4 million dollars in additional annual revenue. Served as the Director of a corporate-level High Performance Team that resulted in company wide process changes, increasing annual revenue by 1.3 million dollars, reduced field order completion error rate by 50%, and standardized internal and external vendor processes. Increased annual productivity level of Billing Consultants by 10% with recognized quality results. Developed and set up enhancements to the Customer Information Management System and back office processes of 5 million accounts to comply with Public Utility Commission regulatory cycle while maintaining corporate revenue stream. Exceeded goal of reduction in monthly exceptions of unbilled revenue accounts.

Companies I like:

Comcast, PP&l, Verizon, Wyeth

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Key responsibilities: Supervising Billing, Call Center Consultants and Field Technicians operating 24/7 within a $5 million dollar budget. Core responsibilities: Manage office staff, cross-functional work teams, workflow processes, budget, performance levels, increase customer satisfaction goals, identify and generate additional revenue, minimize overtime expenses and reduce billing errors. Assured that corporate goals were exceeded in safety, production quantity and customer service. Oversaw contracts and monitored procedure compliance for both internal and external clients.
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