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.
