Brenda Peebles
Baltimore,MD
Summary
Dynamic and results-driven professional seeking a Senior Community Relations Specialist role, leveraging extensive experience in cultivating strategic partnerships and driving impactful community outreach initiatives. Proven ability to align community engagement efforts with organizational objectives, fostering strong relationships with stakeholders to enhance collaboration and support. Committed to implementing innovative strategies that elevate community presence and promote sustainable growth. Eager to contribute expertise in building meaningful connections that advance both community interests and organizational goals.
Overview
12
12
years of professional experience
Work History
Revenue Management Specialist, Credit and Collections
BGE
08.2016 - Current
- Responsible for intercepting incoming calls from customers with delinquent accounts, facilitating discussions on available customer offerings aimed at preventing service disconnection.
- Utilize Avaya Agent phone system to efficiently manage incoming calls, actively monitoring hold times to ensure waiting periods remain below average, thereby meeting Service Level Agreements (SLAs). Metrics 345 calls monthly.
- Utilize the Customer Care and Billing system to efficiently set up payment arrangements as requested by customers. Demonstrate proficiency in navigating the system to accurately input customer data and payment terms, ensuring compliance with company policies and procedures.
- Verify the licensing of doctors and nurse practitioners by utilizing the Maryland Board of Physicians profile system to confirm credentials and the validity of licenses.
- Manage assigned monthly to do's ensuring meeting Service level agreements. Metrics 144 completed to do's SLA 100%.
- Utilize credit tools including Accurint, Equifax, and Register of Wills databases to confirm the date of death for reported deceased customers. Collaborate with relevant internal stakeholders to facilitate the resolution of accounts associated with deceased customers, demonstrating sensitivity and professionalism in handling such matters.
- Primary liaison between onshore and offshore team Manilla, ensuring seamless communication and the efficient flow of processes. Responsible for delivering process training, conducting refresher sessions, and effectively conveying updates, instructions, and feedback in a timely manner.
- Consistently aligning actions and initiatives with organizational goals to support overall business objectives and drive success.
- Cross trained with Credit department on Credit reviews to prevent fraud.
- Efficiently resolved customer deposit inquiries while ensuring accuracy and compliance.
Co-vice President
ENABLED (ERG)
02.2022 - 01.2026
- Lead Communications team of 4
- Provide strategic direction and leadership to the ERG, working closely with the President and other members of the leadership team.
- Oversee the group’s activities, coordinating events and initiatives, managing communication within the group, representing the ERG to the larger organization, and ensuring that the group aligns with its mission and goals.
- Delegate responsibilities among the Leadership Team members based on their strengths, interests, and availability.
- Evaluate the financial resources available to the ERG and allocate funds accordingly to support the planned initiatives.
- Foster a sense of belonging and engagement among ERG members. Encourage participation in activities, solicit feedback, and address the needs and interests of members to ensure inclusivity and representation.
- Build relationships and collaborate with other ERGs, departments, and external organizations to leverage resources, share best practices, and support common goals related to diversity and inclusion.
- Communicate effectively with ERG members, organizational leadership, and other stakeholders. Keep members informed about upcoming events, initiatives, and opportunities for involvement. Promote the ERG's mission and activities through various communication channels.
Revenue Management Specialist, Rev Assurance
ICON Contractor
08.2014 - 01.2016
- Utilize advanced data analysis techniques to proactively identify cases of potential fraud and theft of gas and electric services. Employ a combination of statistical analysis, anomaly detection, and trend monitoring to scrutinize large datasets for irregular patterns or suspicious activities.
- Initiate accounts receivable actions to effectively collect on past due accounts, utilizing a combination of proactive communication, negotiation, and enforcement strategies.
- Specialize in investigating 30 cases per day related to fraud by leveraging advanced credit tools such as Accurint and Equifax.
- Utilize a variety of investigative methods, including database searches, public records analysis, and social media research, to trace the whereabouts of individuals who have evaded contact and payment.
- Specialize in resolving escalated cases involving properties without active gas and electric services and other extreme circumstances. Utilize comprehensive problem-solving skills and in-depth knowledge of company policies and procedures to address complex situations effectively. Collaborate closely with internal teams, including field technicians and customer service representatives, to assess the root causes of each case.
Education
GED -
Baltimore
MD03.2014
Skills
- Proven leadership skills
- Clear verbal communication
- Client support
- Versatile in dynamic environments
- Cross-functional collaborator
Qualification Summary
Experienced professional with over 15 years in customer service and community relations. Skilled in fostering partnerships, driving outreach initiatives, and aligning strategies with organizational goals to support growth. Adept at relationship building, stakeholder management, and enhancing brand visibility. Committed to continuous improvement and delivering value to both clients and the organization.
Highlights
- Ambassador for Community Engagement and Energy assistance since 2022 connecting customers in need of bill assistance with federally funded programs.
- Active participant in community relations and familiarity with community issues across BGE service territory.
- Ability to be self-reliant while handling multiple tasks in a fast-paced environment.
- Skilled communicator with ability to connect with others through collaboration to build partnerships.
Timeline
Co-vice President
ENABLED (ERG)
02.2022 - 01.2026
Revenue Management Specialist, Credit and Collections
BGE
08.2016 - Current
Revenue Management Specialist, Rev Assurance
ICON Contractor
08.2014 - 01.2016
GED -
Baltimore