- Responsible for developing the Duke Energy Billing & Payment customer experience strategy across channels and business units- Consult with Call Center operations, Digital Experience, IT, Robotics, Billing, and Payments to learn and document how business process and system logic drive the customer experience- Recommend process improvements, product design updates, billing system enhancements, credit policy adjustments, and other customer experience opportunities based on macro-economic and social factors, customer satisfaction drivers, and quantified cost savings potential- Synthesized insights into executive level reports and present to an executive audience on weekly basis- Prioritize and manage cross-organizational Journey Team workload to successfully execute most important improvements to the customer experience and consistently deliver value to stakeholders and leadership- Project Lead for award winning COVID-19 response efforts, which included an outbound text, email, and call campaign with over 1M offers delivered, and customer journey mapping to recommend customer centric IT product development and Revenue Services polices- Identified high impact customer segments to guide digital sales strategy, reduce operational cost, and increase customer satisfaction

- Analyzed voice of customer data, operational data, and internal Duke Energy processes to identify customer satisfaction opportunities, millions of dollars of cost savings, and growth areas within the Products & Services, Billing & Payment, Start Service, Call, Web, Outage, and Tree Trimming experiences- Led project that uncovered high impact customer segments and recommended actionable next steps to reduce company cost and increase earnings- Quantified the relationship between customer satisfaction, earnings, and operational costs to inform strategic organizational goals- Created executive level reports and presented to C-Suite level audiences to deliver actionable recommendations

- Founded business intelligence firm to deliver business efficiencies through technology and consult clients on optimizing data strategy in an actionable manner- Produce assets that empower decision makers, reduce reporting costs, create accountability measures, increase automation, and generate revenue streams- Experience across industries, such as Financial Services, Technology, Retail, Market Research, and others- Represent company in both a client facing role to communicate value and build client relationship, as well as technical strategy and support to ensure high quality deliverables

- Marketing/Promotion for UGA Hockey- Established/Managed database for UGA Hockey promotional nights- Researcher/Team member for UGA Hockey season ticket sales- Coordinated operations for special events