Greg Cranford Email & Phone Number

United States

Manage the strategic client relationship for assigned customers. Manage client expectations, ensure products/services exceed client expectations, nurture and extend relationship ensuring client satisfaction and opportunity for growth

Charlotte, North Carolina Area

Led and managed geographically dispersed team to provide billing options and accurate customer billing while reducing costs and improving service levels. Challenged, directed, and led staff and team to evaluate operations and implement process improvement activities. Managed multiple bill presentation (paper and electronic) vendors with combined annual budget exceeding $12M.• Guided and built enterprise billing team during 2 large mergers.o Orchestrated integration of processes and staff located in 4 states, along with 3 usage systems and 6 billing systems, to bill 7.5M gas and electric customers monthly in 6 states and totaling $18B in annual revenue.• Championed improvement effort to reduced staff 20%+ through implementation of new metrics and improved processes, and maintained budget, stable at approximately $50M, despite unavoidable increases, such as postage.• Provided subject matter expertise to review, comment on, and negotiate regulatory rules / tariffs with 6 state regulatory bodies.• Avoided temporary spikes in company resources and saved hundreds of thousands of dollars in ongoing cost by identifying and implementing alternative strategies, such as outsourcing applicable activities.• Sponsored and led small team to conduct due diligence and evaluate and develop business case for vendor consolidation. Led effort and worked with sourcing to develop RFP / RFQ and review vendor responses. Negotiated contract and service level agreement and developed exit strategy for current vendor.• Executed consolidation plan over 6-month period. Benefits included long-term contract to stabilize costs and increase enrollment in electronic billing with no penalty for less printing and annual savings of approximately $2M; electronic billing enrollment reached new high of 30%.• Played key role on “meter to cash” merger teams for 2 large mergers, meeting merger objectives of designing a new organization and implementing best practices to reduce costs

Charlotte, North Carolina Area

Directed team responsible for accurate and timely billing of 2.5M customers monthly. Managed team of 100 to design and execute processes to bill all customers.• Sponsored and championed team to develop business case to replace existing electronic billing provider, resulting in higher enrollment and customer satisfaction.• Established new processes and measures to improve operational efficiency, reducing staff by approximately 25 employees while integrating value-added work.• Implemented key performance metrics that tracked and streamlined operations.