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.
• 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.
• 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.

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.