Barbara Porter Email & Phone Number

London, Gb

Managing Director – Business Design / Sales & ServiceAs head of the US Customer Service Group, I guide strategy, capabilities development, and growth, leading a globally positioned and cross-industry team.• Partner with utility customer executives (C-Suite and VP levels) as Special Advisor to accelerate growth and service transformations, improve product/service adoption, and reduce bad debt through digital strategy, product and service innovation, operating models, and customer experience/segmentation.• Collaborate with executive leaders across multiple industries to assess and navigate the impacts of COVID-19 (2020 and 2021) on the future of work.• Developed global cross functional team to establish EY’s POV on the Tech Empowered Contact Center – bringing AI and Machine Learning to enhance digital transformations.• Global leader for ASAPP Alliance driving ground-up development of global AI and machine learning venture enabling clients to achieve omnichannel experiences enhancing service, efficiency, and sales effectiveness. • Lead Consultant Development Program for Business Transformation supporting all university and MBA hires through first two years of employment. Implemented digital engagement platform and immersive training to improve proficiency, retention and overall consultant engagement

Board Member & Faculty Advisor, Enterprise Engagement Alliance | New York, NY (2013-present)• Founding board member and faculty advisor of first organization focused on stakeholder capitalism.• Contributing author to enterprise engagement: the textbook. Published in 2014, first edition provided earliest formal strategy to profit from holistic organizational strategic approach to engagement.Customer Experience Planning Committee, Southern Gas Association | Dallas, TX (2010-2012)• Served on committee for natural gas trade association supporting all industry sectors and providing member network with industry-specific training and leadership skills to power a more sustainable future.• Elevated strategic impact of customer departments across utility industry by leading formation of committee focused on customer experience and transition from customer service committee.Executive Summit Planning Committee, CS Week | Sherman, TX (2009-2012)• Member of committee for invitation-only gathering of 30-40 utility customer executives to share industry trends, challenges, and solutions while ensuring utilities remain customer focused.• Set agenda for two-day utility executive forum. Identified and recruited guest speakers and organized panels, best practice case studies, and tabletop discussions providing educational and networking opportunities.

Huntington Beach, Ca, Us

Spearheaded growth of 2012 acquisition by partnering with Fortune 500 CEO and executive teams to define new work model, leveraging culture as transformative element.• Developed broad growth strategies encompassing M&A, first business alliance (providing mobile culture engagement platform), customer focus, enhanced solution development, and operational efficiency.• Won integrated culture and change management RFP modeling new sales approach. Negotiated EY partnership enabling acquisition and execution of largest holistic culture project in company history.

London, Gb

Leading origination through execution of multiple customer engagements, I consulted with the C-level clients and teams of utilities and service companies including Duke Energy, Ameren, Exelon, APS, Sempra, Xerox, CenterPoint Energy, and WE Energies. As lead executive or leadership team member for engagements spanning from $350K to $10M, I ensure successful execution while building enduring client relationships.• Served as valued advisor guiding customer experience transformation throughout channels and business units. • Collaborated with client teams to identify customer pain points, define new metrics allowing end-to-end accountability, and simplify customer navigation across organization.• Delivered strategic advisory spanning customer experience, enterprise engagement, governance, operational improvements, innovation process and growth, and M&A. • Facilitated visioning, ideation, and innovation workshops to enable clients to align, implement, and manage change. Additionally, built alliances with leading service providers to add value to clients.• Recognized in 2015 with Inclusive Leadership Award conferred to the top 20 global leaders in EY.

In my tenure with AGL and Nicor, I developed the culture, competencies, and strategies that equipped my team to earn six consecutive J.D. Power Call Center Certifications between 2007 and 2012, and was presented with the Service Elite Award by CRM Magazine.• Maintained 8.8 employee engagement score while increasing profit by 20% and revenue per customer by 25% throughout merger and related integration of Nicor into AGL Resources.• Piloted transition of Home Services business from direct mail to integrated digital marketing, guiding vision, strategy, and operational delivery (segmentation, e-channel, web, and digital services).• Improved operational and business efficacy by establishing formal process for capturing and analyzing feedback from employees, customers, and partners, integrated with operational data.• Championed enterprise engagement approach to renovate strategic focus and tactical direction for customer service, sales, marketing, strategic alliances, and market development across organization.Vice President – Customer Service / Business Development (2008-2011)I provided strategic direction for a large multistate call center organization, overseeing customer service, client relations, business development, and growth strategy and execution. • Led team to reduce acquisition costs by 43% while increasing sales conversion rates by 83%. • Headed national expansion of home warranty services by communicating with regulators in multiple states, securing licensing for warranty and claims adjudication, and cultivating partnerships and strategic alliances.General Manager – IBT Solutions / Nicor Services (2005-2008)To navigate successful integration of IBT’s operations into Nicor Services, I delivered strategic oversight spanning culture, three-year technology roadmap, customer expansion, cost synergies, and earnings growth.• Delivered over 300% EBIT growth in 5 years while transforming call center from service to sales and reducing operating costs.

I built a leading multistate energy customer acquisition and home warranty sales organization from the ground up (Integrity Builds Trust – IBT), founded on guiding philosophy of Attitude, Respect, and Results. • Represented top retail energy companies in deregulated energy markets. Sold bundled energy and home warranty services on behalf of utilities. Additionally developed three B2B verticals in technology, financial services, and manufacturing.• Negotiated profitable sale to Fortune 500 utility in 2005.