Misty Peel Email & Phone Number

Product management for all customer facing applications - Oracle CC&B, Click, Customer Portal, IVR, CRM

Birmingham, Alabama

Responsible for supporting CRM campaign management, My Account (UCES), CC (formerly BCM), ERMS and all customer correspondence and messaging in SAP. Continuously looking for ways to improve processes using existing or new technology by analyzing data and trends. Assists in creating functional specifications and design input for system development and enhancements. Provides input for strategic planning purposes to accomplish company goals.

Birmingham, Alabama

Serving as the Product Owner of the Omni channels for Customer Experience. Responsible for the customer portal, IVR, SMS and agent portal experiences.

Birmingham, Alabama

Served as team lead for the Business Process Team during phase 2 of the Customer Connect Project. Lead a team of cross-functional, cross-geographical professionals as we analyzed and designed an automated Start Service and Transfer Service solution for Spire. Successfully implemented December 2019.

Birmingham, Alabama

Analyzed and documented as-is and to-be business processes to evaluate best practices, to align multiple utility locations giving the ability to automate and serve customers through one online self-service solution. Acted as a consultant on current technology solutions and helped lead a cross-functional, cross-geographical team to a successful deployment of Spire’s My Account portal and IVR solution.

Birmingham, Alabama Area

Social Media - Responsible for implementing Alagasco's Social Media Strategy. Generate inbound traffic to social media outlets. Encourage product adoption by building brand awareness and product knowledge using social media. Ensure consistency in voice and brand messaging in all social media outlets. Monitor brand mentions and consistently monitor brand perception. Generate content for company Blog, Twitter, Facebook and YouTube accounts.Customer communications - Editor of monthly bill insert and bill messaging.Special events - coordinate and plan marketing focused company events.

Birmingham, Alabama Area

Strategic planning and implementation of SAP UCES and BCM to improve customer service and the customer's experience when interacting with Alagasco.

Assisted with planning and execution of events, administrative duties, and economic development projects.

Birmingham, Alabama Area

Assisted with companywide internal and external communications.

Created and prepared financial reports such as balance sheets and income statements for the Operations and Technology Divisions of Regions Bank. Also, handled accounts payable responsibilities for the divisions.