Carol Benoit Email & Phone Number

Change management integrating 16 employees into the utility and resolved issues of ownership of work and changes in business process. Implemented change in processes to ensure less manual effort including reduction in 3,000 hours annually for one process.Led evolving team of supervisors, business analysts and union employees to ensure accurate billing for 50 natural gas retailer companies who serve ATCO’s 1.2 million customers.Worked collaboratively with billing system vendor to examine ideas in detail and implement system enhancements to focus on value-added work.Represented company in regular discussion with regulator and other Alberta utility companies regarding changes to business process rules.Championed a change in the way ATCO Gas traditionally restored service for customers to align with best practices and simplify for customers, field employees and retailers, reducing seasonal call volumes by 30% to the ATCO call centre.During natural disasters, liaison with external and internal stakeholders to address billing changes for affected customers.Supervised business analysts team to work with customer service, field staff, regulatory department and financial group to implement process changes.

Wrote and presented train the trainer for 1,500 employee transition to Alberta's implementation of natural gas de-regulation.Developed and implemented policies to serve customers through significant changes in business processes, working through issues to resolution.Wrote and presented annual training for customer service staff. Was key contact for employees needing help serving customers.Investigated and responded to escalated customer concerns from external stakeholders and for company executive.

Edmonton, Canada Area

Planned, wrote and worked with internal stakeholders and creative team to develop customer communication materials including:o De-regulation of natural gas industry in Albertao Introduction of natural gas retailers and change from ATCO billing to customer receiving bill from a retailero Re-branding to ATCO from Northwestern Utilities and Canadian Western Natural Gaso Information about budget plans, pre-authorized payment plansWorked with call centre and billing company to identify customer concerns and find solutions with operations groups.Supported executive in communicating to customers through issues of sales of company assets, providing one-time credits to customers, Alberta government rebates and bills with the highest-ever cost of gas.

Edmonton, Canada Area

Provided communications planning, materials and writing to management and employees in the Departments of Forestry, Lands and Wildlife; Health, Personnel Administration Office; Public Affairs Bureau Advertising Manager; Government Growth Summit team, Queen’s Printer BookstoreAwarded Extra Mile Award and Service Excellence Team Award

Edmonton, Canada Area

Edmonton, Canada Area

Advertising And Public Relations Diploma

Labour Relations Certificate

Foundations Of Leadership Certificate

Adult And Continuing Education Certificate, Adult Teaching And Training

Radio And Television Arts Diploma