Business Support Consultant Resume Example Consumers Energy

BUSINESS SUPPORT CONSULTANT

Professional Summary

Experienced customer and team-focused, utility industry professional with extensive background in quality, strategy planning and execution, internal controls,and customer service. Skilled in problem solving, action planning, and goal visual management with a MBA concentrated on the Value Driven Organization from Central Michigan University.

Skills

Process improvement
Complex problem solving
Excellent analytical and methodical skills
Driving continuous improvement

Customer Focus
Results-oriented
Partnering with cross-functional disciplines
Critical and creative thinking

Work History

Business Support Consultant, 09/2015 to Current
Consumers Energy – Jackson, Michigan, United States

Ensured accomplishment of team goals through effective design, development and implementation of reporting and visual management.
Provided operational support in the form of data analysis and response development to 2016 estimation order from our regulators, the Michigan Public Service Commission.
Developed strategic recommendations based on data insights and analysis to key operations to drive operational excellence within the Customer Operations organization.
Lead and facilitate problem solving efforts focused on improving the customers experience and satisfaction as well as to reduce waste, and improve process inefficiencies to close the gaps to success.

Business Support Advisor, 10/2011 to 09/2015
Consumers Energy – Jackson, Michigan, United States

Performed Entity level controls testing including interviewing process owners and collecting documentation for PwC.
Responsible for department budgeting and variance analysis.
Supported management throughcontrol testing and process improvement procedures.
Gathered data and facilitated documentation transfersfor internal audits.
Met with organizations within the meter to cash spectrum to identify and assess business controls, risks, process gaps and work flow inefficiencies.
Mapped process activities to identify and mitigate operational inefficiencies.

Theft Investigations, 05/2008 to 10/2011
Consumers Energy – Lansing, Michigan, United States

Assigned tasks to investigators,lead projects, tracked progress and updated managers, and peers as necessary.
Created job aids to assist the department in conjunction with the SAP implementation.
Contributed to SAP CRM7 Blueprinting and performed user acceptance testing for SAP change management.

Customer Service Representative, 06/2005 to 05/2008
Consumers Energy – Lansing, Michigan, United States

Obtained knowledge of the utility industry and company policies and procedures.
Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.

Education

MBA: Value Driven Organization, 2016
Central Michigan University - Mount Pleasant, Michigan, United States

BBA: Business Management, 2013
Davenport University - Lansing, Michigan, United States

Resume Overview

Companies Worked For:

Consumers Energy

School Attended

Central Michigan University
Davenport University

Job Titles Held:

Business Support Consultant
Business Support Advisor
Theft Investigations
Customer Service Representative

Degrees

MBA : Value Driven Organization , 2016
BBA : Business Management , 2013

Business Support Consultant Resume Example

Resume Score: 80%

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