Lead the Gas South Customer Experience, Product and Operations Team, responsible for all Gas South customer segments. We deliver positive business results and strive for an amazing customer experience through three functional areas:• Customer Journey / Customer Experience – Document, measure, execute and improve the Gas South customer journey.• Customer Systems – Define system road maps and maintain the systems that serve our customers and employees including CRM (Salesforce and Oracle CC&B), customer self-service website and IVR, and customer communications (email, text and print). Utilize agile approach to implement system improvements.• Back Office – Efficiently resolve operational exceptions with a constant focus on automation, process improvement and balancing the business impact with customer experience.

Led the Gas South Mass Markets Operations Team responsible for creating and executing the Gas South customer experience with a goal of being best in the industry by 2020. Key responsibilities include:•Customer satisfaction - Measure CSAT and define/execute strategy to drive improvements •Customer experience – Own the customer experience and lead efforts to improve•Analysis – Analyze performance of products and services; recommend changes and new products that improve the customer experience or increase profitability•Continuous improvement program – Solicit improvement ideas; prioritize and work with partners to implement changes•Develop employees – Support managers and team members to increase effectiveness in current role and prepare them for future roles•Operational execution – Ensure back office processes are completed with accuracy and within SLAs

Led Gas South Customer Care, including call center, email / online chat customer service team and other operational functions. Responsible for day-to-day customer care operations, leading strategic initiatives and developing managers and coaches with the goal of providing our 260,000+ customers with a best-in-class customer care experience. Key initiatives included:•Created a culture of personal accountability with a team of employees who were recognized for good work and prided themselves on working towards providing Gas South customers a consistently amazing experience •Led customer satisfaction strategic initiatives which reduced the year over year percentage of poorly rated customer experiences by 25%•Redesigned 5-step sales process, resulting in an increased sales conversion rate and lower handle time•Provided visibility to performance of key metrics versus goal by creating agent, team and center dashboards•Principal stakeholder in multiple process-improvement projects, resulting the reduction of overtime, call-handling time and customer inquiry response time•Designed, built out and relocated team to a new best-in-class customer care center

Selected to lead the integration of recently acquired customer care center. Responsibilities included aligning the culture with the Gas South values, setting expectations / goals for mangers and performance management. Achievements include implementation of a performance management process aligned with Gas South’s values, implementing quality assurance standards and a measurement process and integrating the Gas South culture in our language, rituals and environment. Performance increased for 6 of 7 key metrics during my 12 months in the role.

Led a team focused on growing, optimizing and improving Gas South's online presence with the primary goals of increasing conversion, driving the use of online self-service tools and providing an excellent customer experience. Responsibilities included oversight of Gas South's team and marketing agency associates, driving strategy, development, usability, search engine optimization, online advertising and email marketing. Developed and implemented social media strategy, responsible for initiating and managing third-party channel partnerships and developing tools which created value for Gas South.