Diana Fiket Email & Phone Number

Chicago, Il, Us

Greater Chicago Area

Support enablement, successful introduction and adoption of emerging technologies while providing consistent collaboration, strategy alignment, and delivery of change and business transformation support. Serves as REACTS Program Change Management Lead.Change & Business Transformation Organization (CBTO) Lead and subject matter expert for assigned projects responsible for developing, driving, and executing project strategies and tactics.Oversees applicable third party Change Management contractors or staff augmentation supporting assigned projects.Provides strategy guidance on all CBTO supported change management projects.Conducts periodic assessment and project adherence to usage of Organizational Change Management and CBTO templates and processes.Leads or supports special projects as assigned.Oversees CBTO awareness and education initiatives. Active in industry and discipline related organizations.

Responsible for the management and coordination of multidisciplinary projects, with emphasis on meeting facilitation, recordkeeping, and task development/execution.Serves as the Care Center ISO Ambassador to the Environmental Services Department; responsible for reporting departmental environmental issues and the development of improvement action plans annually.Accountable for assigning and tracking Investigations and Corrective Actions as the Corrective Action Program Coordinator.Initiated and facilitated several projects that worked towards providing the Premier Customer Experience, bolstering both employee and customer satisfaction.Develops change management strategies using Prosci methodologies to manage departmental projects or process changes. Coordinates and maintains departmental system access requests for new employees.Supervised a team of Office Service Representatives.

Responsible for first line call handling, account management, and conflict resolution for all retail commercial business in deregulated electric markets in the United States. Facilitates post-sale support between Sales team leads and customers as operations account manager. Analyzes business processes to validate and promote performance driven and efficient workflows. Collaborates with management to maintain benchmarks for service quality and performance goals. Provides a combination of classroom and individualized training sessions to colleagues, promoting an enhanced level of resolution for Customer Service Requests (CSRs). Advocate for training and cross collaboration between Operations and Sales teams, yielding the formation of internal business partnerships.

Supervised and managed relationship with a third party service provider (PPL Solutions) regarding daily billing and customer care for one hundred thousand Maryland residential customers.Resolved inbound and outbound Public Service Commission complaints and executive escalations.Coordinated and managed invoicing and collections of early termination fees with senior management of Collections.Aided in the creation of a budget billing tool responsible for validating a customer’s yearly budget in comparison to their historical usage. Processed customer refunds accordingly.Collaborated with Legal on yearly fuel mix disclosures and residential contract terms and conditions.Trained colleagues on quality control and assurance procedures for daily print jobs of enrollments, cancellations, early termination fee’s and budget bill notifications. Processed payments for utility and PPL Solution invoices, Citi gift card fulfillments, Baltimore Gas and Electric (BGE) customer care sales, and brokers.Subject matter expert and internal resource regarding BGE billing data conversions to Oracle CRM Solution.Captured and communicated business requirements to systems development team for PPL Solutions data consolidation and system conversion.Provided stabilization support for Operations after PPL Solutions conversion for data migration issues.Coordinated customer communication with business leads in preparation for changes resulting from the transition.Aided in managing the transition of twenty five thousand customer accounts from legacy to consolidated platforms as a result of the Constellation and Exelon merger.Retail Energy Top Performer 2011 Reward Recipient.

Captured and communicated business requirements to systems development team for 3 regional system conversions.Collaborated in software design review process and beta testing to validate functionality and alignment of databases from one platform to the next.Provided guidance and assisted with user acceptance testing (UAT) to validate system readiness for project go-live.Maintained daily operations by rectifying data synchronization issues and testing/monitoring of minor system enhancements for major regional deployments of billing and CRM systems.Created and enhanced training curriculum to meet the requirements of new regions, products and system functionality documentation and resolution guide for system errors. Facilitated the transition of regional operations to centralized, Houston-based team through training. Conducted training on customer products and procedures to prepare the Client Services team to support the transitioning customers.Championed Lodestar training for new and existing billing staff.Debriefed daily with Operations teams regarding billing issues; identified and resolved billing issues in Lodestar. Managed and validated quality control/assurance processes were in conformance with audit requirements.Trained and supervised colleagues and contractors on bill review.

Supported director of Billing by managing, reviewing, and creating invoices for complex and/or manual customer bills Ohio, and Michigan. Trained and supervised colleagues and contractors on bill entry and review. Communicated with customers and Client Services concerning billing issues.Managed and validated quality control/assurance processes were in conformance with audit requirements.

Supported director of Billing by managing, reviewing, and creating invoices for customers in Ohio and Michigan.Identified and resolved complex billing issues.Managed and validated quality control/assurance processes were in conformance with audit requirements.