D. Bart Jenkins Email and Phone Number

 Establish the operational strategies to support providing a world class customer experience from start to finish Effectively leverage all resources to create exceptional service outcomes, working proactively to resolve any barriers and constraints Evaluate, modify and implement performance measurements that drive a consistent customer experience Maintain all inbound and outbound call strategies: including IVR messaging and chat messaging Prepare and update schedules that ensure optimal coverage at all times Responsible for people management, including: selection and hiring, development coaching, employee engagement and performance management.

 Supervise a team of 5-12 employees that are responsible for the daily transactions (enrollment, usage, invoicing, payment, change, dis-enrollment) associated with assigned markets Lead the charge to select and develop staff which includes actively participating in the interview process, providing ongoing training to new and existing staff, and participate in the performance appraisal/management process Partner with Development Team to identify and implement process improvement measures Work with the team to maintain and improve quality measures, and provide feedback for the overall improvement of the team Ensure all items assigned to team members are worked in a timely, efficient and accurate manner Develop, institute and maintain quality monitoring and improvement programs including reporting Key Performance Indicators (KPI) Appropriately Communicate all issues effecting customers/consultants to the interested internal parties Effectively communicate issues to departmental leadership, escalate issues as appropriate Foster a culture of teamwork and constant improvement

 Manage the day to day operations ensuring all service level goals are achieved Audit daily agent call detail reports to detect trends and provide improvement feedback to agents as needed  Identify process improvement enhancements then work with leadership to reconcile and implement approved changes Responsible for monitoring the quality of calls received by agents, providing coaching in accordance with established guidelines Act as subject matter expert handling for identified service territories, providing guidance as needed on escalated concerns Work closely with Transaction Management and Billing to resolve any issues that would prevent account activation and/or billing

 Responsible for the accurate and on time invoicing of customer accounts in assigned service areas Audit daily bill runs to identify issue, then coordinate resolution and/or re-bill requirements with the appropriate parties to ensure accurate bill creation once resolution is completed Identify process improvement enhancements then work with leadership and technical staff to reconcile and implement approved changes Develop reports needed to detect trends and invoice issues that can be used during daily processing of invoices Maintain, monitor and track daily billing transactions to ensure efficient and accurate processing  Act as subject matter expert handling the response to all billing related inquiries globally within Ambit Work closely with Transaction Management to resolve any usage transaction importation issues that would prevent billing Provide guidance to co-workers as needed on handling billing issues

 Investigated, evaluated, negotiated and concluded claims including verification of coverage, legal liability and extent of damage to persons and property, which may require contact by telephone, by correspondence or in person  Secured authorizations from appropriate parties for the release of records and/or bills  Prepared and/or reviewed written or computerized estimates in loss settlements  Examined claims submitted by insured’s and/or third parties, or such claims referred from other claim units, to determine whether additional or specialized investigation was necessary for claim resolution  Served as a liaison to the public, governmental entities, and law enforcement agencies on insurance fraud issues  Used my in-depth knowledge of medical and liability issues with Medicare, Medicaid and private health policies to ensure a coordination of benefits

 Participated as a member of the Executive team Managed, planned, and administered the overall operational and administrative activities of the Customer Service and Sales Department, including exempt and non-exempt staff Controlled the creation and management of the O & M and Capital annual budgets for Customer Operations; in addition to the shared responsibility of forming the corporate budget with Executive Leadership Established performance measurements for Customer Service Representatives that included: individual metric based goals and a quality program focused on reducing call handle times, improving industry satisfaction scores and increasing the rate of sales contracts closed Responsible for coordinating the development of a standard Customer Service Training program Investigated and responded to all regulatory complaints  Recruited and developed a Customer Service organization that included contract centers, where each team member was focused on providing extraordinary service  Partnered with Product Development/Marketing to ensure language used in Service Agreements was acceptable to customers and agents Led the charge to integrate new phone systems into the existing cloud solutions, as well as, the customer information system Directed the development and implementation of Customer Management improvements that drove the organization towards the goal of first call resolution

 Provided Leadership and Supervision to Customer Solution Associates (CSA) to meet the Corporate goals of customer service and energy delivery Applied my in-depth knowledge of the rates and regulations in 11 states to the delivery of customer service  Team Lead of the Customer Solutions Program Management Team in charge of Texas Restructuring Readiness. This team interpreted and implemented rulings from the Public Utility Commission of Texas and any electric utility legislation for use in daily customer service processes  Identified and coordinate changes for standardization of procedures for process improvement that included: system development projects, quality evaluation programs  Partnered with Human Resource’s to develop recruitment methods and hiring processes Coordinated training classes with Customer Solutions Center Scheduler and Technical Support personnel Coached and provided assistance to CSA's on the job after training is complete Produced job aids to assist CSA's in Customer Information System and Graphical User Interface functions Reinforced interpersonal skills to assist CSA's in providing quality customer service to both internal and external customers Analyzed reports and monitored team/individual performances to meet specific service level goals and ensure quality customer service goals are being met, as well as Productivity goals Resolved escalated customer inquiries of a complex or difficult nature