Dominick Marozza Email & Phone Number

Pittsburgh, PA, US

Finleyville, PA, US

Pittsburgh, Pennsylvania, United States

• Responsible for monitoring, reporting, and maintenance of regulatory and Sales and Risk Policy compliance in line with SOX Compliance regulations. (CRM: Salesforce)
• Regularly update integration delivery plan to reflect status of release and deliverables for sales.
• For each sales release, collaborate across all leads to coordinate delivery of training, communications and resources for consistency and avoid overlap.
• Schedule regular touchpoints with workstream leads, delivery managers, and IT leads that support the feature/functionalities I am responsible for delivering for readiness.
• Develop a sales curriculum made up of fundamental and practical application learning options for all sales roles
• Monitor deal flow throughout the Sales Process; develop metrics/analytics to measure data hygiene and track trends across all sales teams.

Greater Pittsburgh Area

• Oversaw and managed 8 direct reports who were responsible for booking all contracts within a defined SLA, system corrections when contracts were booked or priced incorrectly, tax exemption set up, and sending the.
• Continued work on tax Transformation Project, delegating the Administrator responsibilities and looking at it from a more analytical view.
• Developed reporting to determine accounts exposure of accounts that we are not compliant with their tax exemption paperwork.
• Implemented two new robotic processes to help with the daily reporting and tax exemption set ups.
• Worked with various member of IT, digital sales, and other teams to ensure seamless updates between our self-service pricing system (DEHQ) and contract booking systems (SUI).
• Transformed team from unsatisfactory KPI performance to a high performing team.

Greater Pittsburgh Area

• Manage team responsible for billing nonstandard Commodity and all Non-Commodity Solutions offerings for large commercial power and Gas accounts.
• Responsible for team Billing over $400mm Annually for Special Billed Accounts, essentially structure settling for each customer.
• Supervise effective working of production personnel and prepare effective production schedules and ensure compliance to all company policies
• Large contributor for analysis for Actualization and forward book project for Billing.
• Ensure compliance to all policies to achieve all production objectives and provide appropriate feedback to all employees
• Support and Coordinate Billing Migration for all offline/special billed accounts including Govt. accounts and contracts.

• Provide leadership and day to day management to ensure successful completion of gas back office operations.
• Spearheaded New Market Entries by coordinating efforts between functional areas across the organization.
• Supported sales growth initiative by building system capabilities to invoice in new markets and communicate updates in changes across the organization.
• Develop and present workflow changes, realignment of team responsibilities, development of efficiencies to improve speed and accuracy of all customer billing in a strategically driven manner
• Integral part in Migration of Gas Billing Platforms. Worked cross functionally with Products, Pricing, Sales, Finance, Customer Relations, IS/IT, Operations, and the Client Service Analysts.
• Participate in cross functional process improvement teams to realign operational focus on automating and streamlining the invoice generation process

• Participated in cross-functional / cross-organizational COGS mapping effort for East and West Markets
• Participated as Subject Matter Expert in ERCOT COGS and true-up efficiency project.
• Define the strategy and implementation for ongoing process and procedure improvement for gas back office operations
• Assumed ownership of True-Up process within DEB power billing organization
• Reconcile CAISO settlement versus forecast, and resolve discrepancies.
• Identify, recommend, test, and implement future system enhancements to make the billing process more accurate and efficient.

Pittsburgh, PA

• Corrected Customer Complaints for Gas accounts regarding a wide range of calculation, format, product, and billing errors.
• Manage Gas billing platform and delegate tasks if necessary to the appropriate teams.
• Cleaned up System Exceptions from Over 500 a day to Under 25 a day. This was recognized in the Weekly KPI meetings at Direct Energy.
• Developed and maintained a relationship with the Vendors involved with the Gas Migration Project.
• Received a Star of the Month award from the IT/IS team for my work with the Migration Project for my knowledge of the products, customer experience, and billing of our products.

• Received Pillars of Performance for Call Quality, Task Closure, Customer Experience
• Interact with Direct Energy Business customers via phone, fax, email and regular mail. Respond to internal and external customer inquiries and resolve issues. Follow up with customers upon issue resolution.
• Perform administrative tasks, including participation in customer mailing projects, filing, account maintenance and lookup, customer surveys, gathering of customer data for reporting, and data entry.
• Interact cross-functionally in order to serve customer needs.
• Work with external parties on an as-needed basis to resolve high-level customer issues.
• Assist in training and mentoring of new hire existing Customer Relations Representatives

• Review loss mitigation files in a timely manner to determine if the borrower qualifies for a loss mitigation option
• Educate borrowers and realtors about the short sale process, deed in lieu process, Home Affordable Modification Program, loan modification program, repayment plan, and forbearance workout options, as applicable
• Order and review BPO/AVM/appraisal for loss mitigation options, as needed
• Order and review title searches for loss mitigation options, as needed
• Evaluate and negotiate loan modification terms, forbearance and repayment plan terms, in accordance with departmental guidelines and delegated authority levels as set forth by servicer/client/investor/insurer
• Submit loss mitigation decisions to the investor and/or insurer to review for approval as required

• Golf Sales Associate
• Accomplished daily and weekly sales quota given by Dicks Sporting Goods.
• Achieved customer satisfaction
• Received FACE Award for Outstanding Customer Service and Sales