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Objective-
To establish a career that offers opportunity for
growth and advancement, and provides challenges that
require creativity, dedication and unwavering commitment to ethical
practices
Experience-
2002–Present Reliant
Energy Houston, TX
Billing Analyst/ Back Office Rep/ Disputed Final Bill Specialist/ First Call Resolution
Team
* Responsibilities: Maintain billing accuracy for Mass-Billing segment (residential and small business segments),
while working closely with IT to find and correct errors created by the automated billing system. Review enrollment, billing
and invoicing information using multiple electronic resources for accuracy. Review customer complaints for validity, and complete
necessary adjustments through the billing and invoicing system as needed. Determine customer responsibility in highly escalated,
customer complaint scenarios. Maintain integrity of customer account information through customer contact and internal research.
Perform fact checking through research and coordinated cooperation with multiple outside parties including ERCOT and various
TDSP's. Document effective procedures in order to instruct others. Create structure and co-author an online help tool to enhance
productivity and instruct team members. Develop and document business rules in order to adhere to guidelines set by the Public
Utilities Commission. Determine and effectively communicate resolutions of the most escalated complaints directly to the affected
customer. Review resolutions found by teammates and apply quality control measures. Detailed job escription available on request
* Accomplishments: Mentor, Quality Control team member, and
winner of multiple Awards for dedication to
responsibilities. Winner of the Winning in Texas Award for work quality, outstanding
customer support and positive, proactive attitude. Designated instructor for new members of the Customer Issues Resolution
Group. WalkAmerica Team Leader for Reliant's 100+ employee CIR group for the 2004 March of Dimes campaign
(coordinated
fundraising activity, managed funds, provided updates and organized all aspects of the team's participation). Selected as
team leader for the United Way. Volunteer member of the Grassroots Team responsible for the development of a functional, company
wide suggestion box. Co-author of Mission Statement
* Job Skills: Expert in all Microsoft Office applications
including Access. Expert in SAP Functionality. 2+ years of
account analysis experience (ERCOT portal, Siebel Status, CNP
portal, Transaction based research). 1 year + of customer contact experience. Expert in analysis of escalated customer care
issues
1998 Etc. Magazine and Baylor Lariat Waco,
TX
Sports and Entertainment Reporter,
* Provide sports, arts and entertainment news to readers
in timely, easy to read copy with an error free
presentation. Articles available at request
* Graphic organization
of layout using Quark Express
* Editor's choice for feature article in yearly Round-Up Magazine
* Primary
author of monthly events feature for three market areas
Education-
1997-2001 Baylor
University Waco, TX
* B.A. Economics, Dean's List
* B.A. Journalism, Dean's List
* Fraternal
Scholarship Award Winner, Marshal and Executive committee member
* Studied Health Care Economics at Westminster in
London under James W. Henderson, who served as a
healthcare advisor to President George W. Bush. Available as Reference
at Jim_Henderson@Baylor.edu or at
(254) 710-4139
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