Christi Popovich

• Review, research and respond to Electronic Data Interchange (EDI) transaction issues and exceptions
• Resolve Market related issues submitted by Competitive Retailers through ERCOT MarkeTrak System
• Provide troubleshooting and problem resolution to field operations
• Analyze large amounts of information or data across multiple platforms
• Analyze market transaction related issues to identify root cause and proactively provide feedback for improvement both internally and externally
• Primary duties include: Historical Usage Audit; Broker Historical Usage Requests
• Usage/Billing AMS Interval Dispute & Interval Missing
• Load Profile Assignment, Daily Team Process Reports
• Missing Transactions Requests from retailers (also referred to as MarkeTraks)
• Switch Hold Removal MarkeTraks
• Customer cancelled Move in's/Move out's
• Retailer Rep of Record confirmations, Service Address updates
• Inadvertent Gain MarkeTrak Process, ERCOT Rejection Bypass Authorizations
• Criticial Load Designations for Oil and Gas, Residential Customers
• Train and provide support for contractors with processes and systems.
• Improved overall progress through working closely with team members and streamlining processes.
• Provided timely support to management as well as team during post-implementation, ensuring smooth transitions and minimal disruption to operations.
• Increased productivity by collaborating with management to develop process improvements.
• Optimized processes by automating manual tasks where possible, freeing up time for more strategic and meaningful initiatives.
• Managed diverse projects and resolved complex issues to support timely completion, such as team meetings, meals, and Rep and Market relations Team Engagement activities 2022-present
• Established strong partnerships with industry peers and relevant organizations by co-hosting Rep and Market Relations Retailer Workshop in 2022.

• Using Micro-station developed for Oncor's street light system in conjunction with S.L.O.T.S
• (Street Light Outage Tracking System) precisely added/updated DIS features to accurately reflect streetlight work completed
• Streamlined investigation of discrepancies in order to ensure all systems accurately reflect field infrastructure
• Contributed to best practices by continuously evaluating methods, techniques, and software used in this position
• Records reconciliation as well as financial billing to Oncor customers including City of Dallas, Richardson and Plano, requiring excellent verbal and communicative skills.
• Checked inventory against paperwork and signed documents.
• Assisted with city and non-metro area monthly and annual billing related to streetlight distribution center operations..
• Supported reporting, accounting and recordkeeping staff with accurate updates regarding shipment information.
• Drafted and managed work and shipping orders, bills of lading, and shipping route materials for accurate and compliant recordkeeping.

• Supervised 18 guest relations front desk employees and fitness instructors, welcoming guests, registrations, resolving membership issues, regulated reservations for rental facilities, maintained accounts receivable along with daily deposits, spearheaded team management and team building activities.

• Providing clerical support to Tampering Review Team and by performing research and documentation to regain loss of revenue due to suspected tampering issues
• Historical usage, premise registration, and exceptions considered
• Use of verbal and written communication skills within team, customers, and government agency document
• Daily use of Oncor‘s current CC&B & Oracle systems as well as Microsoft Office Suite Applications with emphasis on Word, Power Point, Access, Outlook, and Excel.
• Notary Pubic for Affidavits and legal document for Revenue management
• Actively participated in ongoing professional development opportunities, staying up-to-date with best practices in security industry.
• Demonstrated strong attention to detail while reviewing legal document prepared by Tampering Review Team.

• Providing analytical support to EDI Transaction Management team and MarkeTrak team by performing research and analysis to resolve transaction related Market issues
• Tasked with daily communications between Representatives and Oncor Billing through Oncor's Market Message Manager, MarkeTrak
• Resolving discrepancies and Market issues by responding to inquiries, establishing trust with Oncor vendors and customers in a timely manner
• Daily use of Oncor‘s current CC&B & Oracle systems, ERCOT MIS, ERCOT MarkeTrak, Oncor's AMS, as well as Microsoft Office Suite Applications with emphasis on Access, Outlook, and Excel.
• Followed all company policies and procedures to deliver quality work.

• Directed and supported Airport Customer Service personnel in all operational needs and in challenging situations, including problem solving and technical issues while integrating a culture of continuous improvement in all areas of business operations
• Coordinated with Human Resources staff to recruit, interview, select, hire, and employ an appropriate number of employees to facilitate quality customer service for Delta Air Lines operations
• Facilitated daily staff briefing to give feedback on key work-related issues
• Fostered teamwork and unity among multiple departments, allowing for conflict and conflict resolutions with respect for diversity, enabling cohesiveness, working effectively together for a successful on time operation
• Responded to all in-flight and customer related emergencies in my charge
• Coached, mentored, and developed staff as well as provided leadership to front line agents
• Oversaw and coordinated operational performance including consistent customer service delivery and mentoring which enabled MCI DL to improve in customer satisfaction surveys during 2014-2015.
• Directed daily operations activities, ensuring smooth workflow across all departments involved in delivering services to customers.
• Maintained compliance with industry regulations and standards, mitigating potential risks to the organization.
• Assisted in hiring decisions by conducting interviews and assessing candidate qualifications against job requirements.
• Optimized resource utilization by identifying inefficiencies in existing processes and recommending appropriate solutions for improvement.
• Managed a team of service professionals to ensure high-quality customer satisfaction and timely resolution of issues.
• Resolved customer complaints in professional and timely manner.
• Hired, trained and supervised team of service staff members to meet business goals.
• Met with customers to discuss service needs and offer available solutions.
• Coordinated with other departments to maintain streamlined and productive workflow.
• Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
• Monitored service staff performance and provided feedback for improvement.
• Implemented strategies to increase customer service satisfaction ratings.
• Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
• Developed customer loyalty programs to increase customer satisfaction.
• Handled problematic customers to assist lower-level employees and maintain excellent customer service.
• Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
• Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
• Monitored daily cash discrepancies, inventory shrinkage and drive-off.
• Reported issues to higher management with great detail.
• Implemented innovative programs to increase employee loyalty and reduce turnover.
• Launched staff engagement and fitness programs that increased operational quality.

Prior to this time:

• 1988-1992 Customer Service Agent, Little Rock, AR
  1992 - 1993 Customer Service Agent, SkyWest Airlines (Delta Connection) Palmdale, CA
• 1994 - 1999 manager Carlson Wagonlit Travel, Warrensburg, MO
  1999 - 2002 Customer Service Agent, Delta Crown Room, Salt lake City, UT.

Took Voluntary LOA after 9/11 for 4 years

• 2003 - Wasatch Therapy, Accounts Recievable, Ogden UT
• 2004 - 2007 Warrensburg Public School District, Warrensburg, MO (Certified Teacher)
• Feb 2007 returned to Delta Air Lines.