Insurance CSR/Application Specialist at TTEC (2025-11 – 2025-12)
- Guided customers through insurance applications, eligibility questions, coverage information, and required documentation with patience and clarity.
- Provided empathetic support to customers experiencing confusion or frustration while maintaining accurate records and adhering to quality, privacy, and compliance requirements.
- Committed to delivering compassionate, customer-centered service while navigating complex processes within regulated environments.
Compliance Specialist at Just Energy (2022-09 – 2025-05)
- Served as a customer advocate for complex escalations involving PUC, BBB, Consumer Affairs, executive, and internal complaints, investigating customer concerns and driving fair, timely resolutions.
- Managed 50+ active complaint cases while prioritizing regulatory deadlines, customer impact, case complexity, and reputational risk.
- De-escalated high-stress customer situations by listening to concerns, reviewing account history and supporting documentation, clearly explaining findings, and identifying appropriate paths to resolution.
- Partnered cross-functionally with Legal, Regulatory, Billing, Sales, Operations, and other internal teams to investigate complex issues and remove barriers to customer resolution.
- Conducted root-cause analysis of recurring customer complaints, identified emerging trends and systemic issues, and recommended corrective actions to improve the customer experience.
- Negotiated resolutions that balanced customer needs, fairness, company policy, and regulatory requirements while protecting customer relationships.
Manager of Data & Compliance at Empire Utility Concierge (2020-10 – 2022-01)
- Advocated for residential and business customers by assessing individual needs, researching available energy options, and guiding customers toward informed decisions based on usage, budget, and service requirements.
- Resolved complex customer issues involving enrollments, account discrepancies, service concerns, pricing, and contract terms by coordinating with customers, retail energy providers, utilities, and internal stakeholders.
- Designed and improved workflows that streamlined customer service processes, strengthened documentation accuracy, and reduced opportunities for customer friction.
Business Analyst II at NRG Energy (2019-06 – 2020-09)
- Analyzed customer complaint data, service trends, and operational performance to identify recurring pain points, emerging issues, and opportunities to improve the customer experience.
- Developed dashboards and reporting that transformed customer and complaint data into actionable insights for business leaders and cross-functional stakeholders.
- Supported Voice of the Customer efforts by identifying patterns in customer feedback and translating findings into recommendations for process and communication improvements.
- Partnered with Customer Service, Sales, Operations, Regulatory, Legal, and technology teams to investigate customer-impacting issues and support sustainable resolutions.
- Participated in cross-functional and Agile/Scrum initiatives focused on improving systems, workflows, reporting, and the overall customer experience.
Natl. Retail Vendor Manager at JUST Energy (2017-06 – 2019-03)
- Managed customer experience, operational performance, and compliance across a nationwide retail sales channel encompassing 500+ retail locations, 12 vendors, and 38 retail partners.
- Served as the primary liaison among sales vendors, retail partners, internal stakeholders, and leadership to resolve escalated customer and operational issues.
- Analyzed customer complaint trends, cancellations, chargebacks, conversion rates, and other performance indicators to identify root causes and opportunities for improvement.
- Investigated complex customer complaints and vendor conduct concerns by reviewing account records, enrollment documentation, sales practices, and supporting evidence.
- Developed corrective actions and process improvements to address recurring customer pain points and prevent future issues.
Supv. Performance Management/Inbound Sales Lead at NRG Energy (2006-03 – 2017-06)
Progressed through positions of increasing responsibility spanning customer service, inbound sales leadership, quality assurance, performance management, compliance, and customer experience.
- Led and coached a team of 15 customer-facing professionals, guiding complex customer interactions, de-escalation, service quality, regulatory requirements, and performance expectations.
- Resolved escalated customer issues requiring supervisory intervention, using active listening, investigation, sound judgment, and cross-functional coordination to achieve appropriate outcomes.
- Developed and managed quality assurance programs that evaluated customer interactions, identified recurring service gaps, and improved consistency across customer-facing teams.
