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CRM + CUSTOMER EXPERIENCE

CRM + Email Marketing: Image

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

CRM + Email Marketing: Experience
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