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.
Complex problem solving
Excellent analytical and methodical skills
Driving continuous improvement
Partnering with cross-functional disciplines
Critical and creative thinking
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
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
level controls testing including interviewing process owners and collecting
documentation for PwC.
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.
MBA: Value Driven Organization, 2016 Central Michigan University - Mount Pleasant, Michigan, United States
BBA: Business Management, 2013 Davenport University - Lansing, Michigan, United States