*Manage day to day transactional activities and operational workload of Market Specialists and the Transaction Analyst Group (TAG Team).*Identify and recommend process improvement solutions to increase overall group performance, productivity and communication. *Coordinate and communicate with other business units and IT Teams that affect transactional processes. *Focus on improving the Customer Experience through technological improvements, and by providing excellent Customer Service to our Retail Electric Providers (REPs) and end use customers. *Develop and engage employees by encouraging cross training opportunities in other departments.

• Managed accurate billing for all AEP Texas 1M+ end use customers with both metered and unmetered accounts. • Supervise and analyze the productivity and workload of 17 employees working Billing issues, Street light inventories, Usage Requests, and LSE interval data reconciliation, city/county Annexations, Critical Care accounts, Outstanding/pending order Reports, Meter cycle change requests. • Assisted in developing, testing, and successful marketing of the AEP Texas Usage Hub which provides aggregators, brokers and consultants, summary and IDR data electronically, effectively resulting in shifting majority of request to this new tool.• Continuous improvement collaboration with IT groups to focus on workload efficiencies, MACSS AWFM enhancements, and process improvement development.• Developing employees, providing performance feedback, encouraging opportunities for personal growth, focus on improving work culture.

•Competitive Retail Relations serving as point of contact between Transmission Distribution Service Providers (TDSPs) and competitive Retail Electric Providers (REPs). •Participate in market meetings and TDSP Workshops to develop and strengthen the close working relationships between Retail Electric Providers (REPs) that aid in efficient resolution of various market issues. Attend RMS and NAESB meetings in Austin to gain a thorough understanding of the Texas deregulated market.•Visiting REPs to discuss operating agreements, addressing any concerns, managing REP relations to ensure customer satisfaction.•Communicate to REPs the AEP Texas Competitive Retail Relations (CRR) policies and procedures at workshops. •Launched new safety program broadening AEP Texas’s focus on safety to include office buildings. Program was proposed to, and approved by, AEP Texas President and Leadership Team. Office Safety Program has resulted in successfully auditing 100% of all 113 AEP Texas buildings. •Provide training for other departments on internal programs, increasing their understanding of REP service orders thus helping them be more efficient and effective at their jobs. •Assist with system testing; System Watchman for AMI (SWAMI) program that helps to monitor REP orders.

•Responsible for accurate billing all AEP Texas unmetered accounts (street lights, cable power boxes, traffic signals, billboards). Initiated data transfer from paper to electronic files creating an updated and more efficient monitoring system.

•Providing excellent customer service to REP callers and end use customers. Educating them on AEP Texas policies and procedures in the Texas deregulated market.