Robin Thomas Email & Phone Number

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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 cases. Supported cutover team for Mock 2 and Mock 3 by updating P6, following up on tasks and leading checkpoint meetings. Developed tools to assist the client such as one stop shop for training materials for end users, created trainer tool kit on Sharepoint for a one stop shop for trainers and created safety topics using Vyond.

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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 management manual and gamification. Developed the training plan to help the client identify the topics to be trained and who is responsible for developing materials and delivering training.

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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 training session for the CCB system, User Productivity Kit (UPK) and how to write the training procedures. Created flow charts to help streamline the training procedure development. Mentored the client with any questions and overcome any roadblocks. Developed an Exercise/Scenario Tracker Tool that provides documentation the student has completed an exercise and scenario. Led weekly meetings with our overseas team, who was assisting the training team documenting procedures in UPK. Provided weekly updates on the training procedure status to ensure quality and on time delivery. Co-led the role base course development training and provided checklists to follow while developing these courses. Created an online attendance sheet including instructors and the course to be taught. Developed four role based courses for Billing, Remittance, Credit and Collections and Supervisors/Managers, which includes scenarios for additional hands on practice and final assessments tailored for each role. Created and co-led Train the Trainer course. Developed the end user course evaluation on Share Point. Led the training change log to ensure documentation was up to date. Conducted training for Billing, Remittance, Field Design and other various roles. Supported Billing, Customer Service and Field Clerks after Go Live.

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 Productivity Kit (UPK). Researched business processes to write procedures and tested them in CC&B. Worked with the Testing Team to help them understand the procedures and how they work in CC&B. Created data utilized in classes for hands on exercises and examples. Tested security role access for various roles within the company. Streamlined test cases to assist user acceptance testing participants to process the test cases. Participated in various meetings to validate courses and determine who needs training for the business. Assisted with Mock and Cutover manual entry support. Provided refresher training for various groups such as Billing, Business Resource Center and Non-Utility Billing prior to the Go-Live. Met with various business teams to analyze their training needs and provided tailored training for them. Supported two Go-Live events as a floorwalker for Customer Service, Cash Processing, Business Resource Center and Billing in Wisconsin and for the field office and Billing in Iowa.

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. Corresponded with Key Account Managers to help them understand complex billing issues. Met with Regulatory regarding special rate situations and determined how to bill the customer. Offered guidance to analysts for solutions to various situations. Trained new employees on the processes and system.Identified and interviewed potential internal and external candidates for Billing. Wrote and delivered annual performance reviews.

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 Center employees and released them to their supervisor when they were proficient with their role. Implemented processes to interpret reports and coached new hires to improve their performance before being released to their Supervisor. Served as a backup for the Iowa Utility Board and Executive complaints by following up on the issue, responded to the customer and the Board and thoroughly documented the issue. Attended the Minnesota Rate Case meetings and was the point of contact for customers who had questions about their account. Identified and interviewed potential internal and external candidates for Billing and Call Center. Facilitated leadership sessions for coaching and feedback sessions. Scheduled and conducted safety training sessions for leadership and other support teams. Met with Supervisors/Managers to identify training needs and tailor the training materials accordingly.

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 such as call monitors, average handle time and attendance. Offered guidance to the representatives for solutions to various situations. Resolved customer issues in a timely manner. Participated in the on call rotation to manage system issues, outages, assist employees with inquiries on accounts, monitored the call volume to ensure staffing levels are met and managed budget for overtime. Trained employees on new processes, changes to various systems and Safe Start training. Identified and interviewed potential internal and external candidates for the call center. Wrote and delivered annual performance reviews.

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