Guy Gryphan Email & Phone Number

Madison, Wi, Us

United States

Gain a deep understanding of customer experience, identify and fill product gaps and generate new ideas that grow market share, improve customer experience, and drive growth.• Conduct market research to identify and fill product gaps.•Work directly with MGE residential customers.• Respond to customer inquiries about programs and technologies.• Develop product pricing and positioning strategies.• Drive product launches and develop marketing strategies, including working with Corporate Communications and other Energy Products and Services team members.•Evaluate and provide implementation support of promotional plans to ensure that they are consistent with product line strategy and corporate brand and that the message is effectively conveyed.• Develop measurement and verification plans to ensure products are meeting regulatory, participation, and financial goals.•Gather data, perform analysis, and complete program reports, regulator data requests, and other reports

• Ensure accurate and timely bill creation, verifying that all rate calculations are correct andpolicies are followed• Lead accounts receivable and escalated collection efforts• Assist members with energy conservation, education of rate schedule options and usage analysis• Advise, educate, and assist members with technologies such as smart meters, distributedgeneration and electric vehicles• Support efforts with business and community development• Create, delegate, analyze and process a daily, weekly and monthly energy reports• Oversight of the consumer information and billing system• Support and oversee the teams in charge of AMI meter reading, collections and A/R entry

Madison, Wisconsin Area

➢ Subject matter expert for multiple customer self-service programs, functions, practices and procedures➢ Product owner for Fixed Amount Bill pilot program achieving a retention rate of 97%➢ Project Manager for Paperless Billing Auto-enrollment conversion, increasing participation by 15%➢ Develop customer surveys through Survey Monkey to learn customer pain points and opinions➢ Analyze Power Thinkers (Voice of the Customer) results to create an improved customer experience ➢ Utilized Journey Mapping to identify customer pain points and correct root causes of issues to improve UX➢ Project Manager for Western Union payment platform and Fixed Amount Bill automation processes➢ Project Lead for Customer Relationship Management vendor selection and RFP process➢ Develops and implements complex marketing plans while evaluating KPI and ROI on investment➢ Increased My Account enrollment and participation by over 80,000 participants, 7%➢ Increased Account notification enrollment by over 65,000 participants, 6%➢ Ensures accuracy and consistency of program-related information on websites and marketing materials➢ Collaborates with training team to develop internal and external program materials➢ Maintains cross-functional relationships with key stakeholders from IT, marketing, sales, regulatory and legal

Deforest, Wi

➢ Managed chamber staff and volunteers, lead multiple committees and community groups➢ Oversaw chamber membership efforts, including recruiting new and maintaining current membership➢ Maintained a 98%-member retention rate while growing new memberships by 22%➢ Organized customer focus groups learning the desires and opinions of members➢ Identified Chamber, business and community opportunities and implemented options to meet those needs➢ Increased overall program participation by 10% and program sponsorship by 12%➢ Project lead for the development of a community promotion video➢ Represented the Chamber during municipality and board meetings ➢ Planed and presented Chamber events including community wide golf outings, community expos and career fairs➢ Enhanced the business climate of the area and served as an advocate on behalf of members➢ Fostered a working relationship with public and private organizations on behalf of the Chamber membership➢ Created social media and online communications promoting event and opportunities for members

Madison, Wi

➢ Organized, planed and presented community Run/Walk and Making Strides events for up to 1,200 participants➢ Identified and developed key professional relationships, which helped to achieve the company’s financial goals➢ Implemented volunteer succession strategies to ensure leadership satisfaction and development

West And Northeast Branches

➢ Managed, recruited, interviewed, hired, trained and evaluated 40+ front line and management staff➢ Provided overall leadership development and operation of Membership and Marketing Department➢ Organized customer focus groups learning the needs of the customer➢ Developed, implemented, monitored and provided corrective action for an annual budget of $1.2 million➢ Developed and implement the Member Retention program adding multiple touch points with members➢ Developed and implemented Corporate Membership program increasing participation by 200%