Accountable for identifying, designing, and implementing process and system improvements across all aspects of the company’s front and back office. Responsibilities include supporting sales/sales support, pricing, contract management, transaction management, billing, payment processing and collections, customer lifecycle management.

American Electric Power 2011 – Present(Consultant through Robert Half Technologies)Market Transaction Specialist (2011 – Present)Was brought in to reduce market transaction exceptions for the Texas and Ohio markets. Identify gaps in processes and work with IT to optimize current work flows for greater efficiency.• Reduced market transaction backlog by over 90%• Identified areas for automation in order to increase processing efficiency.• Collaborated with DBA’s in developing queries to identify out of sync issues and processes to correct.

Direct Energy, LP. – Houston Texas 2008 - 2011(Manager New Product Development and Metering North American Marketing) Responsibilities include but not limited to all aspects of Smart Metering as it relates to operations. Representing the marketing department in all operational meetings to improve enrollments, Account Management, Billing, and Customer Service. Recently, duties expanded to include EDI, Accounts Receivable, Collections and Settlements. Accomplishments include successfully implementing Pre-pay services, demand response programs, time of use and Open Peak device.• Implemented a pre-pay process using the smart meter data that opened up a new revenue stream that adds 5 to 7 thousand new enrollments a month by avoiding credit checks and deposits. • Executed a demand response pilot that supplied us with knowledge needed to go forward with a commercial product offering. Communication protocols, meter data management, customer incentives.• Collaborated with IS and operations to launch a time of use product. Worked with IS to bolt on existing billing system instead of purchasing new platform resulting in $12MM savings. • Launched an in home display pilot to test customer resonance with energy management. We learned that the technology exists to deliver home energy management, but the platform needs to be robust and refined in addition the platform needs to be simplified to lower cost, reduce complexity, and support applications on multiple devices.• Collapsed three regional ideas pipelines into one. This expedited the process for getting new ideas from inception to pilot in 180 days. Also gained visibility into all propositions which allowed more feedback and better quality. KPI’s suggest that this new process is 40% faster and 30% cheaper than if process were to be outsourced.

COMMERCE ENERGY, INC. – Costa Mesa, California and Dallas, Texas 2007-2008 (Manager, EDI Operations) Manager/Volume Management (2007-2008)As a member of the Leadership team, responsible for providing revenue assurance, inbound and outbound EDI files, reducing pre-flow churn, maintaining a minimal cost to serve, and ensuring customer satisfaction. • Implemented and oversaw business processes and controls to ensure timely and accurate billing of all accounts, resulting in a 5% decrease in the “unbilled”, and thus an increase in monthly revenue cycle of over $1MM monthly.• Reduced bad debt by $4MM by automating the payment process to insure timely payments in accordance with Market and Customer Protection rules.• Collaborated on the implementation of Market Sync tools and controls to maintain consistency of customers between internal CIS and Market Participants. Changes resulted in a more accurate forecast, and recovery of over $1MM in Retail and Wholesale Settlements.• Consulted on the re-engineering of the EDI tools and processes to insure timely and accurate loading of all inbound and outbound EDI transactions, thus enabling the shift of working exceptions as opposed to finding the exceptions. The result is more timely enrollments and billing.

DIRECT ENERGY, LP. – Houston and Dallas, Texas 2004 - 2007 (Manager Texas Operations) Manager Retail Settlements 2004 - 2007Manage relationships across ERCOT and all TDSP’s. Developed and maintained market transaction data base for Texas. Improved processes and operating systems across all retail books of business to improve profitability. Manage ESI ID counts, ESI ID lifecycles and unbilled accounts.• Executed and managed process improvements that resulted in a reduction of 17,000 market transaction exceptions and recovering $50MM in retail unbilled accounts. • Automated retail payment system resulting in FTE savings of $60K yearly, avoiding penalty fees of $100K per week and deposits to the utility amounting to $18MM.• Implemented a Billing assurance process to eliminate writes-offs due to unbilled aged greater than six months. This initiative has eliminated over $2MM in write-offs to date.

ADDITIONAL EXPERIENCE Texas Power & Light, TU Electric, TXU, Oncor Meter Reader, Field Collector, Lineman, Store Room (warehouse), Billing, Customer Service, Off Service Collections, Payments and Collections.