Establishing a new Onboarding Team to support New Remote Customer Representatives

Chief of Staff Support to the Vice President of Customer Service

• Supervise manual collections team:o Responsible for team of six employees who perform collection actions for special handling, large commercial and industrial, government, master meter, and closed accounts o Implement project work plans that reduce arrearages and uncollectible expense.o Analyzes weekly arrears metric and execute recommendations designed to improve processes.o Serve as liaison between RMP, Marketing, Government/Key and Special Handling accounts.o Participate in Local 223 Labor Management Committee to identify cross-functional opportunities and improve employee engagement. o Organize and lead initiates that optimize customer satisfaction and collection compliance.o Lead the completion of four thousand payment plan corrections in preparation for C360.o Maintained call metrics while team members were training and practicing for C360.

• Managed and improved outside collection agencies (OCA) performance:o Lea monthly performance review meetings and held eight different collections agencies accountable to scorecard.o Developed metrics that measured accuracy and proper implementation of collection strategies.o Monitored portfolio allocation and made necessary adjustments that increase performance and reduce cost associated with OCA vendors.o Responsible for identifying and onboarding new vendors that are industry leaders.o Negotiated rates that maximized return on investment that saved over $60k in O&M expenses.• Executed initiatives that reduced uncollectible expense:o Conducted short term and long term target setting for uncollectible expense through benchmarking studies.o Designed and led business plans that achieved lower arrears and write-off.o Increased 2016 liquidation by 28% versus previous year. o Gathered information, analyzed, designed and recommend solutions to reduce uncollectible expense.o Presented results and recommendations to executive leadership.• Implemented continuous improvement initiatives and incorporate the culture into daily work.• Tracked compliance and quality of vendors and resolved any customer complaints.• Coordinated team building activities and participated in customer service events.

• Defines and documents client requirements, training needs and supporting Business Cases. • Gathers information, analyzes, designs, recommends and implements solutions in area of responsibility. Identifies/utilizes appropriate tools. • Supports RM&P Document Control structures and Records Management, including proper nomenclature and document standards in compliance with Corporate, Organizational and industry/regulatory standards. • Supports the RM&P IT system (ensures file server configuration and security appropriate to documentation and records industry standards. • Provides assistance and participates in formal and informal presentations. • Provides planning and time estimates for own assignments. • Works as a team member, and utilizes team building skills on multiple teams. Supports multiple internal clients. • Works toward certification in areas of expertise, when available. • Works under general supervision and is self-directed.

• Consolidate all of the Operations and Maintenance (O&M) forecast models for Customer Service:• Utilize detailed financial budgets and forecasts to conduct variance analysis and commentary presented to senior leadership.• Work closely with business partners to ensure accuracy and completeness of the customer service O&M forecasting process.• Prepare and maintain all forecast models for future reporting months. • Prepare and park special and routine journal entries for input into the unbilled liability (UBL) month end close process.• Manage the Revenue Management & Protection O&M forecast model:• Provide financial support via detailed vendor schedules, labor reports and headcount analysis. • Utilize SAP for analysis of actual results• Conduct variance analysis for forecast periods over threshold and distribute to leadership• Communicate with business partners to develop monthly forecast meetings and provide short term and long term financial planning. • Maintain the countermeasure worksheet as a continuous improvement initiative and in preparation for the Continuous Improvement Maturity Model (CIMM) Assessment.• Develop embedded test tools for accuracy in the budget and forecast models to enhance process consistency and decrease cycle time.

• Supported Fossil Generation and Information Technology’s recruitment process for incoming co-op students• Utilized eRecruit and Taleo software in preparation for the co-op recruitment process.• Coordinated the hiring process of all incoming, current, and past co-op students. • Represented DTE Energy in local college career fairs. • Integrated networking events for the co-op program which included executive participants.

• Primarily responsible for serving as Co-Chair for the Southeastern Michigan Latino Economic Impact Study (SMILEI), one of the oldest Latino Studies programs in the Midwest. • Facilitated monthly meetings with business, academic and community leaders; help provide equitable access of quality education for students interested in U.S., Latino and Latin American cultural studies. Invested a great deal of time researching and identifying Latino-based businesses for further studies.