Doug Reed Email & Phone Number

Keller, Tx, Us

Irving, Texas, United States

Irving, Texas

1. Served as lead project manger for Communications Team to combine customer data across 12 brands into a single CRM software application. 2. On-boarded new payment vendors to increase payment options to over 2MM customers.3. Executed all regulatory and marketing updates to customer communication templates for assigned brands in over 20 states nationwide.4. Served as primary contact for fulfillment incidents and re-fulfillment activities. Partner with Vistra Legal and Incident Management Teams to ensure timely resolution of incidents identified by business units.

Dallas, Texas

1. Worked closely with I.T. to design and deploy several products / services to enhance customer experience and retain customer base.2. Partnered with 3rd party vendors (Qualtrics, Salesforce) to perform deep dive analysis on customer satisfaction and presented findings on a monthly basis to Executive Management.3 Acted as a Subject Matter Expert for utilizing messaging platforms to communicate with customers via email, SMS, and mobile app.

Dallas, Texas

1. Responsible for creating user stories for projects assigned to the Commercial Sales department including drafting business requirements, technical requirements, and business case details.2. Participated in daily Scrum activities and assisted with prioritization of projects within my assigned LOB.3. Took ownership of new market process and successfully launched Ambit Energy into two new States during my tenure.

Irving, Texas

1. Responsible for managing Residential and Commercial bad debt reduction by partnering with various collection agencies across multiple segments to drive dollars collected within the Revenue Operations organization.2. Prepared and delivered monthly results of collections performance to Executive Leadership Team. Facilitated executive improvement recommendations and provided timely follow up on actions taken to mitigate risk. 3. Successfully on-boarded three new collection agency vendors within 1 year to ensure sufficient coverage of debt collection while creating a champion challenger model for improvement amongst all vendors.

Irving, Texas, United States

1. Lead analyst over Residential, Commercial, and Escalation LOBs within Call Center Operations. 2. Responsible for driving agent performance by achieving organizational metrics and reducing operational costs.3. Supported 3rd party vendor relationships by hosting recurring performance discussions and attending numerous site visits to domestic and international call center locations.4. Participated in vendor screening / onboarding activities to establish contact center relationships.

Irving, Texas, United States

1. Performed root cause analysis on escalations and issues for the Office of the CEO.2. Responsible for tracking historical complaint volumes and submitting recommendations to Issues Management Team. 3. Worked with cross-functional teams throughout the company to drive process improvement and change management to create a first-class customer experience in a Fortune 500 company.

Irving, Texas, United States

1. Partnered with Senior Legal Team to review company policies and procedures and publish revisions when requested.2. Responsible for adhering to monthly deadlines for the annual recertification of current internal policies and tracking employee compliance. 3. Worked with Executive Leadership and Internal Audit Teams to ensure all Customer Operations policies were aligned with industry regulations and SOX compliancy.

Master'S Degree, Organizational Development

Bachelors, Business Administration And Management, General