Robin Thomas Email & Phone Number

GB

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Manage project costs and resources for the vendor selection process. Led weekly status meetings for project updates and coordinated vendor demos and documentation.

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Led workshops to identify test scenarios, analyzed existing test cases to determine which can be reused, and which test cases could be automated. Developed an overall test plan as well as test plans for specific phases. Prepared readout on the findings.

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Developed status reports for weekly meetings to cover what has been accomplished, what lies ahead and identify any risks or tasks that are behind. Developed resource plan with associated costs. Created slides in preparation for readouts. Scheduled meetings for internal and external touchpoints. Managed schedules and budget for resources.

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Conducted training assessments to identify appropriate courses for the right roles for CCB upgrade. Facilitated discovery workshops to gain an understanding of current processes and pain points. Provided demo of CCB to show capabilities and relate it to processes and paint points.

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Led train the trainer sessions, supported trainers with questions and data needs, developed and reviewed training materials using User Productivity Kit (UPK). Developed computer based training and assessment and rolled this out to the client. This helped saved time for end user training. Supported testers with questions and staged data for their test.

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Communications Change Management - utilized the Change Communicator to publish communications to the client such as FAQs from various meetings, open houses, and gallery walks. Utilized Vyond to create videos to introduce something new for communications. Developed the leadership action plans dashboard and various communication plans for the project.

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Agile methodology to support training documentation and communicate changes

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Developed Customer Care and Billing (CCB) Training Procedures to be utilized by the client. Trained other team members on the processes as they joined the training team. Co-led two Train the Tester training sessions to assist them how the system works and help them be comfortable when they start testing various test case scenarios. Co-led Train the Trainer.

Madison, Wisconsin, US

Developed materials and trained Customer Service Representatives, Billing Analysts, Senior Customer Service Representatives, Supervisors and Managers on the system, Customer Care & Billing (CC&B). Served as a mentor for the team for direction on procedures and who to contact with questions. Created course outlines and training materials in User.

Madison, Wisconsin, US

Developed and managed a team of 8 Billing Analysts to bill high revenue customers, resolve complex billing issues, interpret tariff and contracts, complete rate analysis, and audit for quality. Ensured billing was processed timely and processes and audits were complete. Conducted weekly meetings to discuss issues and find ways to improve current processes..

Madison, Wisconsin, US

Tailored training materials to cross-train Customer Support Services and Field employees in various locations. Trained new and existing employees on business processes and various system applications. Created data and developed worksheets for hands on practice. Formulated assessments to check for understanding of the training material. Supported new Call.

Madison, Wisconsin, US

Developed and managed a team of 15 Customer Service Representatives to handle customer inquiries regarding billing, making a payment, issuing orders for outages and emergencies and collection activity. Reviewed financial adjustments via the SOX audit report to ensure the proper process has been followed. Conducted one on one meetings to review performance.

Bachelor Of Arts (B.A.), Spanish

Associate Of Arts (Aa) And Associate Of Sciences (Aas), Liberal Arts And Sciences/Liberal Studies

Diploma, General Studies

Education record

Master Of Business Administration (Mba), Business Administration