Ryan Fernandez Email & Phone Number

Irving, Texas, United States

• Manage and provide business rules for regulatory required billing processes
• Provide daily, monthly & ad-hoc enterprise reporting to assist departments in managing customers and processes
• Analyze & create efficient processes throughout Operations team
• Assist multiple departments in retrieving data using Microsoft SQL queries & databases for high- priority inquiries
• Liaison between Crius Operations and EDI vendor regarding high level/high priority items on operational issues

Stamford, CT/Norwalk, CT

• Managed entire rates creation & transactions processes for all Crius Energy brands
• Managed team of 5 employees and assigned different tasks throughout multiple rates processes
• Created required Quality Assurance and error reporting tools for successful management of transactions
• Assisted in testing and creation of business rules for new Rates Management System (RMS) tool used for all rate management processes
• Answered urgent rate related inquiries with timely resolutions and root cause analysis
• Created efficient processes within multiple departments in Operations to ensure rates are accurately provided upon Customer enrollment and fulfillment related activities

Stamford, CT

• Received and setup monthly rates for all Crius Energy brands on its customer facing websites, billing/EDI and Third-Party Verification vendors and rates transactions management
• Exported data to Microsoft Excel to create reports and retrieve relevant information for the monthly rates process
• Updated Standard Operating Procedures to ensure all process flows were well documented regarding the rate setting process
• Answered internal inquiries from Customer Care Representatives regarding operational issues such as billing and enrollment errors
• Core Project Team Member - created work flow and requirements documentation based on company procedures for new software vendor

Norwalk, CT

• Reviewed, revised and interpreted the Viridian Network Policies and Procedures for Viridian Independent Associates
• Answered all formal and informal complaints from customers, Independent Associates, consumer agencies and any regulatory agencies
• Investigated non-compliant activity by contacting customers and Independent Associates while reviewing any pertinent documentation on the Internet or internal files
• Participated in projects relating to software vendor changes for input on compliance necessities
• Created and revised internal and external facing documents to meet company and regulation standards

Norwalk, CT

• Lead team of 8-13 employees in Crius’ first Call Center
• Answered incoming phone calls from customers and Independent Associates related to billing, account and product inquiries
• Resolved customer and Independent Associate escalations requiring supervisor assistance
• Hired and trained all new Customer Care Representatives

Stamford, CT

• Processed and filed new Independent Associate and customer application forms
• Provided excellent customer service by assisting customers and Independent Associates with information on Crius’ products, providing account maintenance and answering any billing inquiries

Bronx, NY

• Guided new hires in completing daily tasks and assisted with de-escalating calls requiring a superior team member
• Troubleshoot cable related issues and use remedy tickets for tracking occurrences
• Provided excellent customer service by assisting customers with information on products, account maintenance and answering any billing inquiries

Tampa, FL

• Worked with Brokers and Sales Assistants to set-up new accounts
• Reviewed new account paperwork for accuracy and completeness
• Requested information and/or documentation required to establish a new account
• Initiated follow-up calls and emails regarding new account related issues
• Responded to calls regarding the new account set up process and requirements
• Accurately entered data into a new account set up system to establish new accounts