Cheryl Stafford
Detroit,MI
Summary
Knowledgeable and dedicated customer service professional with extensive experience in working with Human Service Agencies across the State of Michigan. Supervised 24 employees. Managed 52 employees (3 teams with specialized skills). Solid team player with an outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed, and process optimization. Articulate, energetic, and results-oriented with an exemplary passion for developing relationships, cultivating partnerships, and growing businesses.
Overview
36
36
years of professional experience
Work History
Principal Analyst for Community Outreach
DTE Energy
06.2008 - 12.2021
- Improved overall team efficiency by streamlining processes and implementing best practices.
- Achieved successful project outcomes by effectively managing resources and meeting deadlines.
- Delivered comprehensive data analysis for strategic decision-making by conducting thorough research and utilizing statistical tools.
- Developed innovative solutions to complex problems with a focus on enhancing organizational effectiveness.
- Established strong working relationships with clients through excellent interpersonal skills and attentive customer service practices.
- Demonstrated expertise in various software programs, ensuring accurate data analysis across multiple platforms.
- Conducted regular audits of existing processes to ensure ongoing compliance with industry standards and regulations.
- Investigated system issues and implemented resolutions to reduce downtime.
- Participated in internal audits regarding quality management system.
- Installed system updates to address vulnerabilities and reduce security issues.
- Generated ad-hoc reports to evaluate specific business requirements.
Manager
DTE Energy
08.2001 - 06.2008
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Facilitated successful cross-functional collaborations for the completion of key projects, fostering strong working relationships among team members.
- Optimized resource allocation by conducting regular performance evaluations and providing personalized coaching for staff development.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Accomplished multiple tasks within established timeframes.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Controlled costs to keep business operating within budget and increase profits.
- Communicated clearly with employees, Human Service agencies and Michigan Public Service Commission to keep everyone on same page and working toward established business goals.
- Developed and implemented business strategies to achieve business goals and stay competitive.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Supervisor Case Management
Michcon
09.1997 - 08.2001
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Identified operational inefficiencies and implemented corrective measures, leading to an overall increase in effectiveness.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Evaluated employee performance and coached and trained to improve weak areas.
- Maintained compliance with company policies, objectives, and communication goals.
- Achieved results by working with employees to meet established targets.
- Solicited customer feedback to identify and improve on areas of weakness.
- Conducted regular reviews of operations and identified areas for improvement.
Energy Assistance Analyst
Michcon
07.1987 - 09.1997
- Increased efficiency by streamlining data analysis processes and implementing automation tools.
- Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
- Identified clear connections between policies and business results to eliminate or reduce confusion and help employees achieve goals.
- Conducted regular reviews of operations and identified areas for improvement.
- Identified and resolved problems through root cause analysis and research.
Collections Agent
Michcon
12.1985 - 07.1987
- Enhanced client relationships by consistently maintaining clear communication and promptly addressing concerns.
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Streamlined the collections process for increased efficiency with detailed record-keeping and timely followups.
- Maximized revenue recovery through diligent research, verification of debtor information, and persistent contact efforts.
- Maintained strict compliance with all federal, state, and company regulations during each step of the collections process.
- Participated in ongoing training programs to stay current on industry trends, best practices, and regulatory changes.
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Processed payments and applied to customer balances.
- Promoted a positive work environment by contributing innovative ideas for process improvement within the team.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
- Trained new team members on scripts, company services, and collection strategies.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Responded to customer inquiries and provided detailed account information.
- Maintained accurate records of customer accounts, payments and payment plans.
- Entered client details and notes into system for interdepartmental access and review.
- Worked with customer to create debt repayment plan based on current financial condition.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Established relationships with customers to encourage payment of delinquent accounts.
- Researched billing errors and discrepancies to initiate corrective action.
- Monitored customer accounts for payment delinquency and initiated collection efforts.
Education
Associate of Science - Accounting And Business Management
Marygrove College
Detroit, MI12.1992
High School Diploma -
Henry Ford High School
Detroit, MI06.1979
Skills
- Problem Solving
- Decision Making
- Process Improvement
- Team Leadership
- Working with External Community Partners
Accomplishments
I received the HERO for HEAT award from DTE and THAW for all my work in the community partnering with the agencies to help customers navigate the system between the agency and utility company.
Affiliations
- I am a youth leader, Sunday School teacher for 3-11 year olds and Greeter at my church.
- I am a mentor with Midnight Golf Program since 2006
- I coached tracked at St, Mary's of Redford from 1989 to 2003. I was part of the parent club leadership team for over 15 years.
Timeline
Principal Analyst for Community Outreach
DTE Energy
06.2008 - 12.2021
Manager
DTE Energy
08.2001 - 06.2008
Supervisor Case Management
Michcon
09.1997 - 08.2001
Energy Assistance Analyst
Michcon
07.1987 - 09.1997
Collections Agent
Michcon
12.1985 - 07.1987
Associate of Science - Accounting And Business Management
Marygrove College
High School Diploma -
Henry Ford High School
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