Kelsey K. Email & Phone Number

Oversee a team of UX researchers & analysts, conducting research studies and tests across all NRG brands.Identify strengths, pain points, and opportunities for digital changes and communicate them to the organization on behalf of the customer.

Responsible for driving the strategy and implementation of the ideal customer experience for customers while also delivering on business needs. Work closely with marketing, product, communications, digital, sales, customer care, operations, and Legal and Compliance to ensure alignment.

Leverage and maintain Salesforce Marketing Cloud to measure, track and analyze email marketingprograms and performanceMonitor, maintain, and track any Operational Controls including creating process maps, responding tospecific customer facing and campaign concerns, and updating key stakeholdersWork directly with key stakeholders and new third-party companies to develop initiatives and projects for our digital customer experiences

Tulsa, Oklahoma, United States

Collaborate with Marketing, Customer Communications, Voice of the Customer, and Design & Creative teams to support customer-focused online enhancements.Provide background, customer service insight, and recommendations for the overhaul of our Customer Online PortalWork directly with key stakeholders and new third-party companies to develop initiatives and projects for our online customer journey

Tulsa, Oklahoma Area

Provide leadership, support, and direction to employees within the Digital Care department. This includes developing strategies for increased customer satisfaction and experience and communicating Digital Care data and issues to all levels of the organization, including executive leadership. Focused heavily on continuous improvement that would result in an effortless customer experience. Supervisory functions include developing Digital Care analysts to ensure proper processes are followed, provide trends and training to ensure agent resolutions are accurate and lead the team to overall efficiency and improved customer satisfaction.

Tulsa, Oklahoma Area

Monitor and respond to live web customer questions, complaints, issues, and praise on all Digital Care channels. Respond professionally and respectfully, with the goal of providing a world class experience to our customer base.• Provide solutions to all customer service concerns and inquiries via Live Chat, Social Media, Online Review Management and Customer Service Emails• Participate and collaborate in cross-functional teams to investigate potentially reportable events or those with potential high business impact and to improve potential process gaps (Digital, Operations, and Call Center)• Compile and implement training material for new employees within the Digital Care department• Manage brands’ reputation across several channels, actively listening, responding and helping• Direct Energy exemplify quality service in our public spaces

Tulsa, Oklahoma Area

As a Resolutions Analyst for Direct Energy, I receive customer complaints by phone and direct email correspondence. It is my responsibility to investigate the main dissatisfaction of the customer, identify a proper resolution and communicate that response back to the customer. Other responsibilities and duties include but are not limited to:* Works independently to investigate complaints in compliance with company procedures using designated databases and CIS systems * Leads or participates in cross-functional teams to investigate potentially reportable events or those with potential high business impact * Identifies applicable corrective and preventative actions to facilitate complaint closure * Write quality processes for complaint handling or complaint summaries for complaints that have previously been investigated * Provide training on complaint handling for new employees and cross functional teams * Identifies, evaluates and recommends high-impact opportunities for improving the customer experience* Manage the Customer Service email inbox where customers send email correspondence with general questions, inquiries or complaints regarding their account or the business and reply back to the customer with the proper resolution or responses*Act as the Subject Matter Expert in our Budget Billing Processes

Tulsa, Oklahoma

Oversee Marketing responsibilities for a banking franchise of 52 branches in Oklahoma. Details include but aren't limited to:● Collaborate with external vendors to develop and create collateral and promotional tools for all banking branches in Oklahoma including banners, posters, backlit panel posters, and counter cards (flyers)● Communicate upcoming Marketing campaigns and promotions to bank officers, management and staff via presentations at meetings and email communication● Liaise with PR Agency to create public relations opportunities for maximum brand exposure● Secure opportunities for short videos featuring customer interviews, employee interviews, volunteer work and community involvement● Secure opportunities across the state for employees to teach financial literacy classes to children and adults● Trained bank employees to teach financial literacy classes for various age groups● Coordinated the planning and execution of six internal employee sales presentations, including reporting, run of show, and all creative aspects

Tulsa, Oklahoma

Bachelor Of Arts (Ba)

Bachelor Of Arts (B.A.)

Education record