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Saturday, October 15, 2011

Work Experience

TXU Energy
Senior Analyst – Outbound Campaign Manager 2010 – Present
Manages all outbound customer communications via automated dialing, SMS Messaging and Email messaging for dunning activities in the credit and collections departments at TXU Energy. In charge of developing communications, obtaining legal approval, testing scenarios, gathering reporting, and monitoring all processes for customer communications, increasing bad debt payments and managing bad debt expenses.
 Contributed to cutting bad debt in 2011 by up to $50 million dollars and on track to be below target by $21 million dollars in 2012 for bad debt expenses
 Managed projects that reduced operating costs for the automated dialing functions by $147,500 by brining automated outbound dialing for collections activities in-house versus with an outsourced vendor.

Telemarketing Vendor – Marketing Associate 2008-2010
Managed the vendor relationship with TXU Energy vendor management, TXU Energy marketing department and residential vendor inbound/outbound telemarketing sales. In charge of developing budgets, analysis, sales materials, tools, and sales scripts for the marketing of TXU Energy electricity plans. In support of approximately 120 vendor agents over two call centers; develops training and project manages initiatives for the SAP/CRM system and deliverables to the vendor sites.

 Measures marketing activity and response with the design and develop of online market research survey software and on site focus group activity in order to provide analysis to internal marketing partners, sales channels and sales and marketing vendors.
 Project managed SAP/CRM implementation, IT user acceptance testing functionality and a subject matter expert ensuring process delivery.
 Establishes quality guidelines for sales execution resulting in a year over year increase of 4% in terms of quality. Develops and manages the vendor management budget through audits of various expenses such as IT, training and marketing and communications initiatives.

FedEx Kinko’s
Account Executive, Pacific Northwest Territory and Fort Worth, TX 2007-2008
Managed 400 small to medium-sized business accounts in the Pacific Northwest and a sales territory in Fort Worth, TX, selling to and servicing commercial accounts through direct sales to increase revenue for shipping, printing, copying, mobile computing, direct mail, signs, and graphics products and services. Achieved an average of $35,000 in monthly revenue and achieved above target goals in Q1 2008 of $49,000 and a FY 2008 goal of $500,000.

Verizon Communications
Project Management Specialist, Broadband Solutions Management 2003-2006
Coordinated the development and improvement of call center order entry systems for broadband data products/services to enable high levels of efficiency and timely installations of DSL and voice-line provisioning. Planned and managed the launch, delivery, and maintenance of data products at small business call centers for Internet security, business e-mail, domain name services, and DSL-related products/services as well as unlimited LD products, DSL product bundles, and calling services bundles. Achieved 125% of national sales targets with the launch of Internet Security packages for small business call centers.


You have reached Heather's Portfolio and Resume. For her portfolio, please visit the links to the left for her writing style and samples. You will also see testimonials as well as her current resume posted. She is available for paid content writing, website writing, blog posts and articles as well as social media engagement for your business. To get in touch with her, please contact her via her contact button.

Qualifications for Marketing Management and Operations/Project Management/Content Development professional

Results-driven leader with over ten years of progressive experience related to communications and marketing operations that include directing sales growth for consumer energy offerings, driving the development, launch, and growth of technology offerings in the telecommunications industry and growing a contracting business associated with online content development, working with consumer brands and social media consulting. Consistently has achieved a track record of exceeding sales goals by as much as 200%. Exceptional communicator recognized for effectively presenting, educating and communicating to different audience levels ranging from executive to individual contributors in sales and marketing channels, credit and collections functions as well as in social media. Skilled in SAP/CRM technologies, Microsoft Office Programs, Windows Vista, MS Project, Visio and FrontPage; Adobe Photoshop. Areas of expertise include:

Project Planning / Management

Vendor Management


Product Launch / Marketing

Project Management

Training / Development

Market Research Analysis / Implementation

Content Development and Distribution

Quality Analysis/Quality Auditing

Sales/Marketing Campaign Analysis

Internet/Intranet Technologies

Internet/Intranet Publishing

Key Contributions

Created the website Dallas Single Mom as an affiliate marketing website in 2011 that targets parents and families in the Dallas-Fort Worth area through events information, product reviews, deals and giveaways. Achieved monumental success by averaging anywhere from 25,000 to 30,000 pageviews a month via Google Analytics, achieving 5,262 Facebook Likes and 5,352 Twitter followers. Part of a list of preferred parenting bloggers and social media consultants with article writing experience with, and CBS Local.

Effectively managed all dunning communications activities to TXU Energy customers in 2011 contributing to reducing bad debt expenses by 50% and continuing in 2012 on trend to be at least $21 million dollars under plan. Presented findings to executive leadership and continually fine tunes all communication processes for active and inactive collections.

Effectively collaborated with consumer survey software to measure consumer reaction to sales activities and marketing activities at TXU Energy. Implemented survey tools into internal communication and information databases in order to provide better research and insight to the consumer product development and campaign management teams to determine pricing, campaign launch strategies and sales targets.

In the first 6 months of 2009 at TXU Energy, operated in a dual role as acting Call Center Vendor Manager and Marketing Associate, taking on additional responsibility and exceeding sales results and sale per hour targets. Results - Outbound Acquisition sales were averaging 206% over goal for the 1Q2009

Effectively able to utilize a variety of systems databases, online content management systems, coding for intranet and internet sites, developing training and delivering training via Livemeeting and WebEx.

Online Marketing Services

Online Marketing Services
Why Me? Hire me for any of your online marketing needs