Kim Stack Email & Phone Number

Dartmouth

Supervisor Billing & Payment Services; Led a team of 21 employees, and oversaw daily billing and payment operations responsible for timely and accurate billing of 450,000 customers. Also responsible for performance management, and developing and maintaining reporting systems for corporate users. Selected AchievementsMade improvements to several billing and payment processes to increase job efficiency and customer service resulting in time and cost savings with no negative impact to customersLed team to implement 2012 approved rates with no negative customer impact. In prior years, served as part of the core team, which tested and implemented new rates.Created, tested, and implemented, as part of a core team, new and improved E-bill solution which provided customers with an electronic copy of their utility bill, graphs, usage and payment history and payment options. This had a direct impact on increase customer satisfaction and reduced costs in postages and stock cost.Worked with Senior Management to set up a new department and worked with the new manager and supervisor to staff and transition work to the new department.Created User documentation on new processes, which affected employees in Billing and Payment and Customer Care to assist them when working the new process.

Reporting to Supervisor, Billing and Payment Services, responsibilities included auditing, modifying and maintaining internal system controls. Analyzed and reported performance and revenue statistics. Developed and maintained reporting systems for corporate users. Tested and implemented marketing initiatives. Served as tester and trainer during implementation of the Customer Information Service system.Selected AchievementsConverted Time of Use customers from manual billing to the new Customer Information system, ensuring customer bills were issued on schedule through the new system.Developed and tested the Y2K Test Plan for billing to ensure all aspects of billing, payment, service orders, and collection saw no impact when January 1, 2000 occurred.Converted Monthly Time of Use customers to a bi-monthly schedule. This allowed customer to receive a bill every two months and reduced costs to meter reading as the number of readings decreased.Tested and implemented codes for Heat Pumps, Ets, Ventilation Program and Log1, which allowed customers to finance the cost of various Heating Solutions products.Developed a system for quality checks of various adjustments, which decreased errors and was used to provide coaching feedback to employees. Supported the conversion of 1800 manually billed electrical contractors to CIS which streamlined the billing process and increased efficiency whereby bills were created automatically each month and no longer had to be manually created. Trained front-line employees on new Customer Information System and assumed additional roles in the project, including verification and testing of customer information from the existing system to the new system, providing additional training to users over and above scheduled classroom training, writing of documentation, and acting as a front line ambassador after implementation.

Reporting to Manager, Technical Support, responsibilities included creating invoices for all non-kilowatt hour-related billings through Miscellaneous Job Orders from T&D Division. Prepared monthly balancing reports for Corporate Finance. Processed contracts for the Marketing Finance programs and responded to related inquiries. Selected AchievementsTested Customer Order Entry and the Online Adjustment system to ensure the system was user friendly and error free. This process was a paper driven process that was being converted to an on-line entry process.Led training during Customer Service Field Representative rollout based on knowledge of Billing, Service Orders and Meter Reading. Once the training was complete and new process initiated, served as point of contact for any questions or issues that arose after implementation.Supported training initiative for 600 new CIS system users, which provided them the tools needed to navigate and complete daily work on the new Customer System being implemented.Tested and implemented new codes on CIS for Heat Pump Program providing customers with on-bill financing or purchase options.

Reporting to Supervisor, Billing Department, responsibilities included manual billing of large customer accounts. Provided monthly balancing to Corporate Finance for these accounts. Adjusted Customer accounts and acted as support for other areas of the department when required. Selected AchievementsConverted approximately 75 large customer manual billings over to new computer billing system. This allowed timely and accurate information to be produced for these customers, who represent over 30% of NSPI’s total revenue.

Certificate In Management

Education record

Education record

Education record

Education record