CRM + CUSTOMER EXPERIENCE
April 2012 - November 2014
ASSOCIATE, CUSTOMER EXPERIENCE, RETENTION AND CRM STRATEGY, RELIANT ENERGY
Responsibilities:
Created a closed loop customer experience improvement strategy based on CSAT, NPS and VOC data and research to identify opportunities for improvement and areas of
Product Development
CRM Strategy based on moments of truth and key wins in customer lifecycle to take from promoter to evangelist
Developed proactive retention campaigns to retail customers in critical channels to identify cross-sell opportunities, and increase customer loyalty with promoter and neutral audiences while working to save detractors.
Analyzed customer behavioral data to assist in the development strategy for a customer lifecycle communications train and executed multiple retentive non-commodity campaigns monthly, on time, and with flawless delivery across all channels
Managed all Reliant correspondence and fulfillment efforts for residential, mid-markets and C & I customers
Identified incremental savings available to the company by moving vendor production in-house and converting many paper communications to email
• Restructured in-bill campaign process and executed each month for increased efficiency and quality control
Results:
Introduced Net-Promoter-Score (NPS) across the entire Reliant product offering as a key metric of performance measurement across the company
Identified over $1MM in savings with bill redesign allowing for ease of bill pay, reduction in call volume due to billing questions
Worked with Operations and Product Development to build a process allowing for more frequent, consistent and automated messaging across key retention channels: Reliant App, IVR, Bill, Online Account Management on .com resulted in increased retentive service engagements and increasing CLV