Brandy Allen
Business Process and Technology Manager
Phoenix,AZ
Summary
Seeking a challenging role with opportunities for career advancement and ongoing professional growth to contribute positively to the organization. Passionate about leveraging skills and experience to drive success and make a meaningful impact within a dynamic work environment. Committed to continuously learning and adapting to new challenges, while delivering results that exceed expectations. Eager to collaborate with a team of like-minded individuals to achieve collective goals and drive innovation.
Overview
23
23
years of professional experience
Work History
Business Process and Technology Manager
Tucson Electric Power Company
01.2018 - 01.2025
- Identify business process requests via multiple e-mail inboxes
- Respond to business process requests via e-mail or meeting invite
- Update and create business processes based on business requests & needs
- Review and approve all business process documents prior to them being published updates
- Maintain and approve Job Qualifying Standards for all business areas
- Identify and review existing business processes and training material
- Identify processes that require changes to align with overall business processes
- E-mail business process drafts to the various business areas for review, edits, and comments
- Meet with the project or IT teams to discuss technology & system updates
- Maintain current technology (hardware/software)
- Approve technology upgrades and changes
- Managed platform used to monitor social media content
- Two Department check-ins Daily (AM & PM): Discuss questions, decisions, tasks, hurdles, and accomplishments
- Attend department and business meetings
- Maintain and report on goals across all customer service departments
- Meet with business areas across the organization to identify needs & discuss goals, as well as conduct interviews with the supervisor, subject matter expert, or other team members to discuss business process
- Meet with IT, Agency Desk, and other support groups to discuss process changes
- Responsible for Agency Guarantees, Budget Billing, and Lifeline Discount Program
- Attended meetings with the department manager, CSRs, and analyst
- Provided insight into current technology being utilized as well as what new capabilities the department could make use of
- Developed new policies and procedures for employees and department tasks
- Developed new metrics for employees based off KPIs
- Ensured the business process team received everything needed to complete the documentation process
- Daily monitoring workload to look for ways that the Call Center could assist with the workload
Customer Care Supervisor I and II
Tucson Electric Power Company
01.2013 - 01.2018
- Responsible for twenty customer care representatives as well as one team lead
- Creating and deploying development plans for the customer care representatives
- Assisted with the company privacy act that needed to be approved by the ACC (Arizona Corporation Commission)
- Refer customer claims and/or complaints to the correct departments
- Handle customer complaints that come through the call center as well as other departments
- Handle customers who want to OPT out of meter exchanges - meaning they don't want a Smart Meter at their property
- Attended Four Disciplines of Execution (4DX) training - Rolled 4DX out to the call center along with two other supervisors
- Attended leadership development classes for the year of 2013 - Graduated at the end of December
- Created and developed a new policy to send damage claims to our Risk Management Department
- Responsible for sixteen customer care representatives that work 24/7
- Monitor social media platforms (Instagram, Facebook, Twitter)
- Assisted in the redesign of TEP and UES.Com as well as My Account
- Assisted with the implementation of TEP and UES mobile application
- Currently assist call center managers with new projects as well as new implementations throughout the call center
Customer Care Analyst
Tucson Electric Power Company
01.2012 - 01.2013
- Approved customer care representative's timesheets
- Used Forecasting and Workforce Management systems to schedule CSRs daily work and monthly work schedules
- Kept track of the customer care representatives time off requests
- Responsible for customer care representatives vacation schedule
- I developed spreadsheets needed to keep track of customer care representative behaviors such as the Employee Absentee Calendar, Rolling UPL, Tardies and Cancelled Overtime
- Played integral role in IVR upgrade team which included testing, implementing, and running numerous reports to gather data
Customer Care Team Lead
Tucson Electric Power Company
01.2006 - 01.2012
- Assisting customer care representatives with questions about TEP and UNS gas and electric accounts
- Made supervisor calls to customers who were not satisfied with the outcome after speaking to a representative
- Monitored ten calls for each representative on my team and gave quality feedback
- Made sure that each representative received their stats daily
- Received errors that representatives made and spent time coaching them to ensure the same error did not occur
- Monitored call volume on Avaya IQ and Virtual Hold
- Run queries in Avaya IQ and Virtual Hold
- Receive incoming gas emergency orders and maintain gas emergency log
- Responsible for training new team leads in the call center
- Attended calibration meetings with leadership to ensure quality monitoring and feedback was consistent throughout the call center
- I developed the Customer Care Quick Tips and updated the quick reference when needed
- Worked on-call; closed call center and kept on-call phone during this time
- I have extensive knowledge of both TEP and UNS gas and electric
- Understand the difference in rules and regulations for both TEP and UNS gas and electric
- Created rapport with each representative and made sure I got to know everyone on an individual basis; Learned that each person is unique
- Turned in weekly status report and referral calls made throughout the week
Customer Care Representative
Tucson Electric Power Company
01.2002 - 01.2006
- Receiving incoming phone calls for both UES/TEP where I assisted customers with billing issues, payment arrangements, and starting and stopping service.
- Worked the correspondence desk where I dealt with completing web orders, faxes, e-bill questions and answering customer's questions via email
- I was one of four representatives that helped on the high bill desk where I assisted customers with determining what the cause for the high electrical or gas usage
- I also learned how to determine if a customer had a gas leak or if we needed to send out a high bill investigation.
Education
Bachelor of Arts - Human Resources, Minor - Project Management
Ashford University
Tucson, AZ01.2019
Skills
- Quality assurance monitoring
- Data forecasting
- Time allocation planning
- Workforce optimization
- IQ report analysis
- CSCM viewer proficiency
- Expertise in virtual hold systems
- IC Website Administrator
- Experience with Avaya telephony
- Proficient in Oracle customer billing solutions
- Finesse
- Experience with Calabrio software
- Centralized CCE management
- Hootsuite platform expertise
- Experienced with Microsoft Office applications
- Advanced Excel skills
- Skilled in formatting and editing with Microsoft Word
- Proficient in Microsoft PowerPoint
- Proficient in 4DX methodology
- Leadership Development
- Seven Habits
- Proacheivement
- Performance metrics alignment with OKRs
Timeline
Business Process and Technology Manager
Tucson Electric Power Company
01.2018 - 01.2025
Customer Care Supervisor I and II
Tucson Electric Power Company
01.2013 - 01.2018
Customer Care Analyst
Tucson Electric Power Company
01.2012 - 01.2013
Customer Care Team Lead
Tucson Electric Power Company
01.2006 - 01.2012
Customer Care Representative
Tucson Electric Power Company
01.2002 - 01.2006
Bachelor of Arts - Human Resources, Minor - Project Management
Ashford University
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