Christie Nygaard Email & Phone Number

Waynesboro, Virginia, United States

Waynesboro, Virginia, United States

Waynesboro, Virginia

• Administrate our Net Promoter Score (NPS) program and provide quarterly and ad hoc reporting based around our scores and member comments. Established a training program based on our NPS program and provide it to employees across various levels of the organization.• Lead our research and development initiative for the company and provide monthly competitor analysis to executives and our Retail team.• Created and maintain the Marketing department's budget tracker and provide monthly reporting on current spending and yearly projections.• Work as part of our Business Intelligence (BI) team to mine data using SQL and provide reports as requested. Utilize Visual Studio and SSRS to create reports for Marketing and other departments, including Human Resources, Community Development, and our Executive Team.• Implemented a new project management program for Marketing and serve as the administrator. Developed reporting around the program to better track and quantify our work as a department.• Developed a system of member segmentation to better identify product opportunities for our members. This system has since been adopted company-wide as part of our Engaged Member initiative.• Utilize Google AdWords and Analytics to track the performance of our advertising and our website statistics.

Waynesboro, Va

• Responsible for closing projects and allocating costs associated with the project to the appropriate assets. Process upwards of 4 million dollars in closeouts each month.• Manage in excess of 50,000 assets for monthly reporting purposes and for ad hoc reporting• Work as a team to process quarterly full inventory counts and ensure that the results are within acceptable variance limits

Waynesboro, Virginia

• Utilize analytical skills to project, trend, and help combat fraud and fraud exposure. Provided analysis and ad hoc reporting to the Fraud Department, as well as other departments such as Credit & Collections in order to help develop policy changes and drive project initiatives• Prepared and presented multiple monthly reports that summarized the various fraud initiatives that were in place. Also created reports on an ad hoc basis when requested or to provide additional insights as needed• Worked in concert with out Custodian of Records to assist with processing and fulfilling subpoenas from various local, state, and federal law enforcement agencies• Worked with Revenue Assurance with correcting billing issues that are customer and/or revenue impacting

Waynesboro, Va

• Processed fraud claims that were submitted by front end employees. Researched the claims and contacted customers to investigate the validity of their claim• Maintained and administrated the Minimal Usage program which suspends and disconnects customers who may be committing fraud• Created and maintained the program to disconnect customers who have excessive usage• Acted as point of contact for our external fraud vendor RoamEx/TNS who monitors our usage for possible fraud and responsible for leading biweekly meetings with them

Waynesboro, Va

• Received, logged, and adjusted accounts that have filed bankruptcy accordingly• Monitored and logged all total disconnections that occur daily and applying any deposits once the accounts have been disconnected• Monitor and respond to inquiries in the Collections Review email inbox. Applied adjustments when needed and contacted outside collections agencies with questions or settlement offers on accounts• Manually sent out final notice letters to customers• Prepared monthly reports on bankruptcies, disconnections, and write off accounts

Waynesboro, Va

• Provided front line support to customer who had issues or concerns with their cell phones• Able to take payments as well as set up payment extensions• Able to add/remove features and change packages on cell phone plans• Led our outbound welcome call team which consisted of 4-5 call center representatives• Assisted in researching possible sales leads for customer care representatives

Bachelor'S Degree, History

Activities and Societies: Phi Alpha Theta - International History Honor Society

Associate Of Arts And Sciences (A.A.S.), Associates In Arts & Sciences

Activities and Societies: Student Government