Joy Phillips Email & Phone Number

Raleigh, North Carolina, United States

Responsible for support of suite of SAP applications used to support Customer Services at Duke Energy. Including ISU/S4 HANA, Fiori, Commerce, C4C, HANA Enterprise Edition, Process Orchestrator for integration, and T2 for Choice Supplier EDI. Support is sourced to a 3rd party provider; monitor achievement of SLAs and Key Measures. Manage team of Duke analysts responsible for Service Introduction, coordination of changes with financial Dependent Partners, SAP training environment support, SOX audits including the Change Management process, Continuous Improvement, and batch scheduling support using Stonebranch UAC.

Raleigh, North Carolina, United States

Manage team that provides new functionality and support for the legacy Duke CIS system, common java interfaces used by multiple CIS's, and an Informatica Customer Hub with an Operational Data Store for on-line processing and a Data Warehouse for enterprise reporting. Application support by primarily off-shore 3rd party company.

Raleigh, Nc

Manage application support teams responsible for maintaining the Duke Energy Progress and Duke Energy Florida customer information systems. Both applications are large Customer/1 billing systems with mainframe databases and a combination of client/server and mainframe user interfaces. Generate over 3 million monthly customer bills and process payments from a variety of payment channels.

Raleigh, Nc

Led teams of Business Technology Analysts for Supply Chain and Corporate Services business functions, supporting technologies impacting employees at all levels enterprise wide, including the contracting, purchasing, and materials management Supply Chain and Real Estate, Fleet Transportation, and Document Services functions for the corporation. Implemented two upgrades to Passport/Asset Suite 6, which included 8 Business Process Improvement projects in 2010. Brought development and implementation of the previously struggling Oracle Property Manager project to successful conclusion and launch in 2010, and functional decommissioning of the prior system in early 2011. Completed an assessment of the application portfolio, defining a multi-year roadmap for these systems. Added management of the Business Technology - IT Team in 2011 supporting IT Resource Management and IT Service Management using ServiceNow, a Software as a Service suite.

Raleigh, Nc

Led teams of technologists that designed, developed, and maintained the Progress Energy Carolinas customer billing system, CIM, a Customer/1 Cobol mainframe application with a custom designed web-based user interface. Successfully implemented key client initiatives while maintaining high application availability, exceeding operational targets. Drove down maintenance costs, increasing staff availability for enhancements by addressing root causes of repeated data repairs and focusing on flawless execution of changes. Supported Sarbox efforts for General Computing Controls, conducting self-assessments of internal controls and receiving clean internal and external audits. Coordinated 2005 UNITE data gathering and analysis for Applications tower. Led the Distribution teams supporting GIS and DSCADA automation for two of these years until the section was reorganized. Provided significant input on the structure, people, and roles for the reorganization. Key contributor for 2008 Souring Assessment led by a consultant, TPI. Led the UNITE CIS User Group forum hosted by PGN for all UNITE members in August 2008.

Raleigh, Nc

Managed teams of business and systems support analysts for CP&L, and then for Progress Energy, following the merger between Florida Progress and CP&L. Prioritized technology projects and ensured customer service strategies, such as moving calls to automation, were successfully supported. Increased calls handled by technology by 25%. Focused on staff development, working with a consultant to assess Exemplary Consulting skills and develop team improvement strategies. Supported integration initiatives.

Raleigh, Nc

Managed teams of call services associates responsible for responding to thousands of daily customer calls as part of a Coaches Team. Achieved high customer service levels by focusing a knowledgeable staff on being available to answer calls, first call resolution of requests, sales of products and services, and maintaining new and existing accounts. Span of control of 32 reps in 4 teams. Monitored in-bound calls to assess performance and handled escalated calls. Leveraged extensive technology to meet objectives. Implemented call monitoring improvements that doubled the monthly average of monitored sessions.

Pittsboro, Nc

Led, directed, and implemented customer/community relations in Pittsboro, Siler City, and Liberty, NC. Managed business offices in Siler City, Pittsboro and Cary, NC, supervising from 11-21 staff. Successfully closed these offices during 1996/1997, outsourcing payment collections and meter reading functions and saving over $200,000 annually. Maintained community presence in territory through active service in various organizations, including the Chatham County United Chamber of Commerce Board, Chatham County United Way Board, Chatham Education Foundation Board, Chatham County Economic Development Commission and the Siler City and Pittsboro Rotary Clubs. Maintained relationships with county and municipal commissioners and staffs.

Raleigh, Nc

Managed 4-7 staff delivering technical and skills training services supporting customer services, marketing, accounting, engineering, line & service, metering, and fleet vehicle maintenance. Administered training programs and facilities, including lineman training center. Completed and implemented career training programs for craft & technical positions supporting electric distribution operations.

Raleigh, Nc

Training generalist; developed, evaluated, and maintained career training programs for craft and engineering positions. Worked with advisory committees to conduct needs and tasks analysis, wrote instructional modules and developed program evaluations. Conducted workshops for supervisors; conducted focus group evaluation sessions; applied technical writing skills to maintain instructional materials.

Master Of Science, Psychology

Activities and Societies: The Honor Society of Phi Kappa Phi American Psychological Association, Student Affiliate Graduate Assistant.

Bachelor Of Arts - Ba, Psychology

Associate Of Arts - Aa, General Studies