Wende Weber Email & Phone Number

Hilton, New York

Outbound Call Supervisor assigned to grow and build relationships with smaller customers; Managed two call center representatives and one receptionist/media coordinator; Salesforce.com Administrator for 20 licenses; Coordinator of Marketing purchases and materials; Data maintenance of ERP system; Participated in several working groups for process improvement.

Leadership role in mandated Public Service Commission Energy Efficiency Portfolio Standard (EEPS) company initiative. Reviewed, evaluated and commented on several requests for proposals, implementation plans, training initiatives, and internal documents.Researched trade ally contacts throughout New York State for residential and commercial programs.Maintained database with over 1,200 trade ally contacts for several programs.Assessed and coordinated individual training needs for over 40 employees.Participated in working groups with other New York State utilities to maintain consensus on several programs.Managed and coached two employees and provided feedback on their performance reviews.

Planned and managed company strategies and relationships with over 40 key account customers. Marketed and promoted the sale of electricity, natural gas and other products and services to increase company margins. Investigated customer bypass threats and negotiated competitive rates to minimize bypass and maximize customer revenues. Provided excellent account management to all customers including technical assistance, energy industry insight, account planning, relationship management, customer service, marketing and sales activities and public relations.Planned short and long-range direction for Company involvement and provided high-level rate and tariff interpretation to support business attraction and retention.Consistently achieved and exceeded sales and marketing program goals.Negotiated with Key Account customer and collected over $1.5 million in past due arrears.Researched and coordinated complex issues for rates, engineering, and right-of-way.

Managed, coached and led a group of account representatives with commercial, municipal and industrial customers, national accounts and trade allies within a high teaming environment. Prepared annual reviews and provided counseling on employee issues. Initiated requests for installation of service; monitored service jobs; provided assistance with company procedures, rates, and policies; resolved customer and internal complaints and provided technical advice to customers and contractors; assisted account managers. Contributing member department leadership team. Consistently exceeded department performance measures. Developed and implemented quarterly action plans to increase customer satisfaction.Played major role in $33 million corporate project that documented and improved work processes spanning operations and customer service. Initiated benchmark to increase account representatives' pay range and provided detailed information to management.

Coordinated installation, connection and maintenance of utility services; directly assisted commercial, municipal and industrial customers and Marketing and Sales account managers.

Issued and explained commercial, municipal, industrial and residential utility service and meter orders; extensive customer interaction: troubleshooting problem jobs; liaison between Operations and company personnel; received and verified rebate applications; prepared rebate log, reports and register; participated in long-range planning and program development activities, and participated as a member of Rebate Task Force.

Answered 35-call director, maintained audit program, compiled and tracked weekly reports, and ordered supplies for department. Indexed Nine Mile Point II documents using key words and liaison between key RG&E personnel and company attorneys.

Education record

Education record

Regents Diploma, Business

Associates, Economics/Management