Manager Account Management

• Nov 2022 - Present

Collections Manager

• Jan 2021 - Mar 2023

It is my responsibility to hire, train, manage and lead a team of high performing Collections Associates. Together we engage in customer centric, empathetic and highly effective customer communication to assist customers with payment plans and guidance to get and stay on track with their monthly invoices for natural gas and electricity. Our approach produces a steady bad debt performance below 0.5% trailing over the last five years. We also regularly earn high praise on BBB, Google and other review sites from customers that we have aided in getting their budgets on track even beyond utilities. We believe and regularly prove that Collection done right is not only effective at keeping bad debt extremely low but also accretive to the brand. The key to achieving this is building and nurturing a team that is highly aligned on core values. To this end we regularly earn Great Place to Work Certification. In my role I have also volunteered to Co-Chair our Diversity, Equity and Inclusion Committee. This has given me more opportunities to lead a cross departmental team of passionate volunteers focused on the incredible opportunity we have to honor our core values and create a strategic advantage for our business by continually building on our strengths in DEI. Show less

Commercial Energy Consultant

• Nov 2013 - Dec 2020

Energy Consultant Job Description: •Developing and maintaining strong relationships with current and prospective customers via phone calls, emails and in-person meetings. Generating important new customers using more than 1M kWh every year. •Managing energy portfolios by proposing products based on customer needs and objectives. •Monitoring current and forecasted energy market trends and educating customers when necessary. •Meeting and exceeding sales targets for all DNE products or services. Won numerous incentives and bonuses based on sales performance. Show less

Frontline Manager

• Feb 2006 - Feb 2013

- Oversaw the running of an on boarding Academy to facilitate the transition from classroom theoretical training to a more practical aspect of the job. - Initiated a new on boarding curriculum, which saw attrition being reduced by 50% with notable recognition from The EVP.- Obtained many merits such as best Supervisor in 2008 with recognition from our biggest client Capital One Bank.

Floor Manager

• Jun 2003 - Feb 2006

- Supervised agents to ensure performance expectations are met.- Provided coaching and assistance when necessary.- Handled escalated collection calls.