Customer Experience cluster consist Customer Care, Information Technology and Marketing and Communications. Customer Care includes Call Center, Billing/Collections, Meter Operations and the 24/7 Command Center. Information technology is responsible for delivering and maintaining IT solutions to the entire enterprise. Marketing and Communications manages the relationships with customers, the media, the federal and district governments, and other internal and external stakeholders.• Cultivate customer feedback and insights to continuously improve and tailor customer service programs ensuring it is timely, responsive and appropriate for the diverse communities in the district.• Leverage data and customer feedback for reporting and collaborating with operational business units to enhance the customer experience.• Maintain, develop and execute key performance metrics to ensure accountability and drive efforts to continuously improve the customer experience.• Engage the organization in managing customer relationships, revenue, and profit.• Instill the discipline of process change and change management into the organization.• Voice of the customer competency development: real-time tracking, uniting a company-wide survey approach and optimize “listening” opportunities (web, social, field and call center).• Define what customers value – how to determine the differentiating experience to be delivered.• Facilitate the development of the accountability action chain, establishing the approaches and implementation of research to understand customer loyalty and return on investment.• Participate on all enterprise hardware/software selection and maintains vendor contracts.• Responsible for the measurement and effectiveness of all processes, internal and external, and provide timely, accurate, and complete reports on the operating condition of technology.

•Oversee, direct and manage day-to-day operations of the Digital Engagement Team•Manage organizational structure, team member selection, career planning and budget management•Manage, maintain and implement all trust websites and electronic communications •Implement website design best practices and call-to-actions for eCommerce •Leverage emerging technologies to manage and implement customer facing web applications •Use market research, customer surveys and web analytic data to understand customer needs• Responsible for developing, facilitating, engaging and monitoring social conversations, informing the creation of social content with vendors, analyzing social trends, collaborating on established and new methods of analyzing social data•Manage the utility's social media program to reinforce the utility's brand, inform customers about Citizens programs and ultimately build strong relationships with stakeholders•Manage and implement customer service strategy via social media

• Develop, implement and administer a customer service plan using strategic and measurable goals• Oversee, direct and manage day-to-day operations of the Contact Center/Billing and Collections area• Ensure compliance with policies and procedures necessary to support the operation• Responsible for conducting the performance management process, identify training and development needs and establishing performance standards for the customer service division• Ensure delivery of business results by meeting or exceeding all contractual service level agreements• Manage organizational structure, team member selection, salary administration, career planning and budget management• Act as a change agent to foster an environment where people seek out better ways of doing business

• Functions as a Telecommunication Systems Manager for the Central and Western Claim Contact Centers• Provide ongoing support for existing telecommunications applications and network systems including moves, adds and changes• Provide consultative support to business customers for process improvements and strategic initiatives• Produce and Analyze PBX, CDR, CMS, voicemail reports for user areas• Identify and report trends, problems and potential impacts to the telecommunications network• Perform analyses of historical data and planned versus actual performance results• Make recommendations for continuous improvements to forecasting accuracy, scheduling efficiencies and traffic management• Responsible for Telecommunications budget process and procedures• Conducts the performance management process, identifies training and development needs and establishes performance standards for eight consultants• Determine staffing needs, conducting interviews and making hiring recommendations. Manages employee conflict resolution, handles salary administration, and ensures resources are available to accomplish priorities• Organizes and delegates responsibilities, sets priorities, monitors all activities, and ensures timely and accurate completion in accordance to deadlines. Ensure staff works on appropriate priorities. Follows through to ensure objectives are met• Provides leadership and guidance to employees’ fostering an environment which encourages employee participation, teamwork and communication• Member of the Diversity and Inclusion training team

Project Leader for Upper Midwest Region in upgrading offices in Indpls., Louisville and Cincinnati from Windows 95 to Windows 2000 ProfessionalSupport all PBX and Audix systems which entail configuring trunk groups, CO lines and phone administrationProvide 1st to 3rd level Technical support for 240+ people on Win9X, Novell 4.11, MS Office 97/2000, NT Workstation/Server and Windows 2000 Professional; Mentor for all new Analyst in the Upper Midwest RegionResponsible for wiring infrastructure for voice, data and Server RoomsProvide Training classes to customers to help them become more efficient in their day to day activitiesTrouble shoot all Lan/Wan issues in regards to T1, Frame Relay, Routers and Switches

Provide technical support for 350 employees on Windows 95, MS Office95 and Novell NetWare issues.Conduct training seminars on Windows 95, MS Office and company specific software.Evaluate, test and recommend personal computer software/hardware to make sure that the product would fit well in the companies PC infrastructure.

Configured IBM PC's on OS/2 and Windows multitasking workstations.Provided technical support to the end user on OS/2 & Windows workstations Novell & OS/2 LAN servers and system applications.Implemented inventory control system with Microsoft accessTrained business clients on OS/2 & company related system applications.

Supervised 5-20 employees.Attended various training seminars on Labor Relations and People skills.