Alma Gonzalez Email & Phone Number

Houston, Texas, United States

The Collections Senior Analyst will specialize in the collection of debt owed to ENGIE and needs to be proficient in all market rules pertaining to billing and collection procedures.Minimize credit risk exposure and credit losses by executing established collection procedures.Employ business communication skills and judgment to enforce compliance with contractual payment terms.Provide recommendations for credit decisions to management based on customer payment history and industry experience to initiate actions for mitigating losses.Outbound and Inbound Collection calls, challenge resolution, customer service issues, and be the expert in collection resolution.Address escalated customer collections issues received from the customer care center that are escalated from the analyst Responsible for meeting/exceeding collections process metrics and quality control to insure a high level of on-time payments and professional customer interaction Use a variety of means to contact individuals who have defaulted on debts and/or who have not paid past-due bills This position sits in the Houston office and will report to the Collections Manager.Responsible for meeting/exceeding collections process metrics and quality control to insure a high level of on-time payments and professional customer interactionStrategically prioritize and balance workload based on changing business needsBuild and maintain a fundamental understanding of cross-functional principles, all the way from deal inception/Pricing to post-flow AccountingSubject Matter Expert (SME) for various projects that involve system enhancements, product development, market changes, and system testing.Review monthly Retail AR aging reports and reconcile variances between the aging reports and the general ledgerParticipate in major department projects and take an active role in cross-functional teams to assist in driving quality improvements, processes, and initiatives

Houston, Texas, United States

• Subject Matter Expert (SME) for various projects that involve system enhancements, reporting enhancements, and system testing • I review and manage escalated complex billing/operation related issues continuously delivering complete and accurate analysis and have taken the appropriate course of action to ensure the issues. • I provide mentoring and training to junior analysts for successful completion of functional- and control-related tasks.• Build and maintain an extensive understanding of ENGIE’s Retail C&I business at a level of detail that enables them to identify and address critical issues and risk.• Manage the accurate and timely completion of tasks that affect contract pricing, accounting, financial reporting, and data integrity.• Provided reporting for the backlog of Tolerance bandwidth calculations to Sr. Management to present to Leadership.• I also ensured the integrity of the reporting for the backlog report for Tolerance bandwidth calculations that was to be presented to Leadership.• Build and maintain a fundamental understanding of cross-functional principals, all the way from deal inception/Pricing to post-flow Accounting. • Facilitate weekly scrum meetings with team members for production triage and to ensure timely resolution of production issues.• Ensures continuous improvement by actively identifying gaps proposing and implementing changes and innovative solutions.• Calculate and apply tax exemption adjustments and submit for approval, as required and according to company Delegation of Authority policies.• Perform general ledger accounting reconciliation on accounts whose ownership is shared between the Retail Operations and Accounting teams.• Obtain and analyze complex data without supervision and suggest a course of action or remediation.

Houston, Texas, United States

• Managed and coordinated all processes included in order- to-cash, including enrollments, billing, and invoicing for multiple retail gas and electric markets• Maintained data integrity and compliance by identifying and delivering creative process improvements, automation, and systems enhancements as well as streamlining effective billing processes across all systems and markets• Responsible for identifying and recommending process improvement solutions for increased overall performance, productivity, and capability• Performed reconciliation activities from order to cash with a keen focus on key metrics and outcomes and maintained data integrity• Implemented quality assurance processes across multiple platforms for all markets and commodities and ensured compliance of rules/regulations across all customer segments • Provided analytical and technical solutions to difficult system/customer related problems with a focus on root cause analysis including in assisting with implementation of new billing system• Coordinated and communicated with other business process owners and IT teams that affect or are affected by customer operations processes• Worked with internal and external/vendor cross-functional teams to resolve errors and implement process improvement• Tracked and reported department KPIs related to error resolution and position performance

Houston, Texas Area

Houston, Texas Area

• Corporate reporting for sales and growth (Daily Sales, Weekly Performance/KPI)• Product management for Northeast mass-market products (lifecycle management and pricing)• Analysis and improvement of Northeast Online Broker channels• Channel/vendor score carding and analysis for Northeast Mass Market channels• Targeting/list/performance management for Northeast acquisition and retention campaigns

Houston, Texas Area

• Analyzes workflows and makes recommendations for streamlining or improving the process.• Develops and implements records management programs for filing and retrieval of records.• Helps develop new sales leads for the company.• Researches marketing opportunities and communicates with marketing staff.• Produces statistical models to help predict market trends.• Communicates with and qualifies sales prospects.• Coordination and interaction with multiple departments• Providing support and Subject Matter Expertise to internal and external clients• Accomplish maximum operational effectiveness and customer satisfaction• Prepare and process documents• Perform regular reconciliation of data and processes

Houston, Texas Area

The Accounts Receivable Analyst is responsible for reviewing monthly retail AR aging reports and reconciling variances between the aging reports and the general ledger. The analyst will work closely with the Accounts Receivable Manager as well as other members of Operational Accounting, Collections, Remittance, Revenue Assurance, IT-BI, and IT-Application to ensure that AR is accurately stated for month end close and bank reporting. The analyst will assist with the monthly AR balance sheet reconciliations and bad debt analysis. When needed, the analyst will work on AR related projects and audits.

Houston, Texas Area

Managing Residential Web Broker Partnerships at Spark Energy

Houston, Texas Area

This team member is integral in supporting the execution of multiple marketing campaigns and programs as well as in supporting marketing operations.I am responsible for translating marketing and sales needs into appropriate and creatively consistent multichannel solutions. I am also responsible for creating a seamless user experience across all channels. I’m responsible for marketing operations support and I serve as liaison to Revenue Assurance, IT, and other internal teams as necessary to identify and solve for operational issues that impact the marketing team. I monitor and troubleshoot enrollments on alternative channels and submitting batch files as necessary. I am also the marketing team’s subject matter expert (SME) on several marketing and operational platformsSupports execution of multiple marketing program and campaigns as part of annual business plan, including development of timelines and obtaining necessary approvalsRegulary delivers reports on campaign performanceAssists with broker, direct mail, and affiliate, and affinity channel enrollments Manages matrix of product placements by channel and partners with pricing and marketing leadership to ensure accurate products, pricing, and documentation is present across channelsCreates bi-weekly competitive analysis report from data in third-party marketing toolAssists with digital marketing and landing page creation as needed.Updates and maintains pricing on websites and comparison sites Processes contracts, gathers and labels required documents and obtains necessary approvalsAssist in creating efficiencies in channel marketing operations to increase the team’s speed to market Additional duties assigned as business needs dictateLiaisons between marketing and other departments to launch desired marketing campaigns and promotionsManages agency and vendor relationships as necessary Demonstrate through ownership and integrity a clear understanding of Company standards, expectations and culture

Houston, Texas Area

Work closely with internal and externals teams to develop and launch desired marketing campaigns and promotions.Collaborate closely with management to identify opportunities and optimize offers and response rates to maximize revenue and profit contribution.Work with operations teams within each line of business to execute marketing initiatives and review performance vs. plans.Work with cross functional teams to maintain accurate product offerings and implementation of new products. Stay abreast of changes and trends in the marketing industry, identify best practices, and determine how to apply them to company’s business.Partner closely with Sales and Customer Care to develop, prioritize, and implement a comprehensive communication strategy and tactical plan to support key retention and customer experience initiativesDevelop, execute and manage programs and activities in support of communications strategies and plans, including collateral and multimedia development, key message development, and internal communicationsDevelop relationships with Customer Care and Sales teams to ensure key messages and communication strategies support both customer and company goalsPosition marketing communications as a strategic resource and trusted advisor, building credibility by bringing fresh customer communications ideas that support and advance the goals/objectives of the businessChampion brand-positioning efforts in support of the Spark Energy value proposition, corporate brand standards, and reputation management policy to protect the Spark Energy brand, image, trademarks and trade namesManage other assignments as requested

I am responsible for managing and coordinating all processes included in order- to-cash, including enrollments, billing, and invoicing for multiple retail gas and electric markets. I am responsible for maintaining data integrity and compliance by identifying and delivering creative process improvements, automation and systems enhancements as well as streamlining effective billing processes across all systems and markets. Responsible for identifying and recommending process improvement solutions for increased overall performance, productivity and capability. Perform reconciliation activities from order to cash with a keen focus on key metrics and outcomes and maintaining data integrity. Implement quality assurance processes across multiple platforms for all markets and commodities, ensuring compliance of rules and regulations across all customer segments in all states. Provide analytical and technical solutions to difficult system/customer related problems with a focus on root cause analysis including in assisting with implementation of new billing system. Coordinate and communicate with other business process owners and IT teams that affect or are affected by customer operations processes; work with internal stakeholders to define effective customer solutions to meet business needs. Work with internal and external/vendor cross-functional teams to resolve errors and implement process improvement Track and report department key performance indicators related to error resolution and position performance Perform other duties and projects as assigned

Responsible for ensuring accurately and timely processing of utility transactions into the customer information system (CIS). Responsible for ensuring accuracy and timely processing of all order- to-cash processes, including enrollments, billing, invoicing, and payment processing for multiple retail gas and electric markets. Responsible for supporting customer acquisition and retention through regular system audits and maintenance efforts including identifying and delivering creative process improvements and system enhancements.

Responsible for providing service to the customer base of Spark Energy Electricity and Gas, and other potential organizations.