CRISTIN NOELLE HACKLEY
Wisconsin Rapids,WI
Summary
Results-driven Energy Management Specialist with a strong background in stakeholder communication and operational optimization. Developed innovative solutions through advanced database management, enhancing team collaboration and customer engagement. Improved service delivery and compliance through strategic initiatives.
Overview
1
1
Certification
18
18
years of professional experience
Work History
INTAKE SPECIALIST
Energy Services, Inc
Medford, WI
09.2025 - Current
- Guiding clients through the online, paper, phone, or in person application process to ensure they are aware of the necessary documentation needed to start/complete the application process in clear, concise fashion treating them with empathy and respect throughout the process.
- Ensured customer service success for all clients, fostering a supportive environment throughout the process.
- Maintained accuracy and completeness to ensure compliance with state expectations.
- Adhered to state rules and application requirements in the application process and HE+ system.
- Work with clients across the state of Wisconsin to help them understand the programs available for LIHEAP annual energy assistance, crisis assistance for disconnection notices, crisis assistance for necessary furnace repairs/replacements, crisis assistance for necessary hot water heater repair/replacements.
GUEST SERVICES' SHIFT SUPERVISOR
Henry Doorly Zoo & Aquarium
Omaha, NE
07.2023 - 07.2025
- Oversee guest services operations, coordinating staff across ticketing, lobby, and redemption areas to ensure seamless visitor experiences and efficient operations.
- Supervised daily ticket sales and mechanized computer kiosks, ensuring operational efficiency and streamlined guest service.
- Streamline guest entry processes, balancing security needs with visitor convenience, while swiftly resolving issues to maintain positive experiences.
- Led guest services staff in multiple zoo areas, ensuring smooth operations and visitor satisfaction while managing cash transactions for various registers.
- Coordinate diverse attractions including train, tram, skyfari, and carousel, adapting schedules for weather and staff needs to optimize guest satisfaction.
- Cultivated teamwork among 25+ staff across zoo areas, enhancing service delivery and responsiveness to guest inquiries.
GAS METER SERVICES MANAGER
Black Hills Energy Council
Bluffs, IA
09.2017 - 11.2023
- Captain gas utility meter reading networks across 4 systems and 6 states, overseeing 1.2M natural gas meters and associated infrastructure.
- Led multi-million-dollar upgrade projects for natural gas metering, overseeing scope, procurement, budget, and stakeholder communication to enhance meter reading processes.
- Developed and implemented KPIs for read completion tracking and accuracy rates, ensuring alignment with company values and industry standards.
- Direct data flow integration between MDM system and customer information systems, assuring accurate billing and reporting.
- Managed databases and systems for meter reading and external communication equipment to ensure operational reliability.
- Develop future-looking plans for gas meter reading infrastructure, focusing on enhanced safety and reliability of natural gas pipeline networks.
REVENUE & DATA INTEGRITY MANAGER
Black Hills Energy
Papillion, NE
10.2013 - 09.2017
- Led billing operations for 1.2M gas and 220,000 electric meters, maintaining system connectivity, rates, and staff development for comprehensive billing operations.
- Spearheaded strategies to optimize data utilization, improving alignment across billing, power purchasing, generation, and audit functions.
- Maintained and expanded Meter Data Management System, enhancing data accuracy for billing, regulatory, and financial practices.
- Developed KPIs beyond industry standards, fostering employee growth and operational efficiency in revenue management.
- Streamlined billing processes for gas and electric meters and repair contracts, resulting in improved operational effectiveness.
- Focus on forward movement & development from the data contained within the Meter Data Management System for billing, regulatory, gas purchasing, power generation, revenue & finance, & audit practices.
METER DATA MANAGEMENT SYSTEM MANAGER
Black Hills Energy
Papillion, NE
08.2011 - 10.2013
- Supervised administration of Meter Data Management System, processing 825M monthly readings across eight states, integrating multiple business systems for electric and gas utilities.
- Design, develop, configure, test, & implement Meter Data Management System for automated meter reporting electric & natural gas meter readings with active integrations through multiple business systems/applications.
- Developed custom analytics tools for near real-time responses and excessive/no usage prediction, enhancing capabilities of standard MDM deployment.
- Collaborated with programmers to develop custom reporting and analytics tools, improving early meter damage identification for immediate response rather than relying on customer calls.
- Spearheaded in-house AMI system demo, demonstrating remote disconnect capabilities and Outage Management System integration to Board of Directors, reinforcing system value.
- Led quarterly presentations to Department of Energy, reporting on MDM system progress and web usage metrics for company's grant compliance.
- Partnered with electric meter shop director to analyze web surveys and business integrations, shaping future development plans for MDM system.
CREDIT & COLLECTION SUPERVISOR
Black Hills Energy
Omaha, NE
07.2008 - 08.2011
- Orchestrated transition of customer service operations for five departments between companies, ensuring minimal disruption with only a two-day system outage.
- Implemented electronic credit and collection processes within CIS+, streamlining operations and enhancing compliance with regulatory guidelines.
- Hired and trained 26 staff members to develop a high-performing team capable of navigating complex utility rules and regulations across seven states.
- Established benchmarking standards and KPIs for credit and collection processes, fostering continuous improvement and operational efficiency.
- Coordinated with customer service teams to compile data for AGA reporting, enabling industry comparisons and sharing of best practices.
Education
High School Diploma -
OAK GROVE R-6 High School
Oak Grove, MO05-1995
Blue Valley Community College
Blue Springs, MOSkills
- Energy management
- Communication and relationship management
- Customer engagement
- Crisis management
- Stakeholder communication
- Problem-solving
- Business analysis
- Project management
- Performance metrics analysis
- Operational efficiency
- Operations management
- Logistics management
- Resource allocation
- Safety compliance
- Budget management
- Meter reading
- Database management
- SQL proficiency
- System management
- Microsoft Office suite
- Policy administration
- Team coordination
- Team coordination
Certification
- SIX SIGMA GREEN BELT CERTIFICATION
- TABLEAU DATA ANALYTICS CERTICATION
Accomplishments
- COMMUNICATION, SYSTEM MANAGEMENT, METER READING - Spoke as part of a three-party panel from Black Hills Energy at the annual Elster (now Honeywell) metering conference.
- COMMUNICATION, ENERGY MANAGEMENT, SYSTEM MANAGEMENT, METER READING - Break-out session key speaker for Rocky Mountain Electric League (RMEL - now Alltricity Network) about remote metering & Meter Data Management System integrations
- LEADERSHIP, COMMUNICATION - Chosen as Chapter leader of ASPIRE to spearhead initial launch for Papillion NE corporate office. ASPIRE was designed to engage more women in the utility industry with the continued introduction of career opportunities to local college/high school job fairs, STEM classes, & hosting female students for job partnership shadows.
- LEADERSHIP, GOVERNANCE, TRAINING - Created FTC Red Flag Identity Theft Protection Program for Black Hills Energy, designed training for all impacted staff, and implemented system & program changes to ensure company-wide compliance.
Timeline
INTAKE SPECIALIST
Energy Services, Inc
09.2025 - Current
GUEST SERVICES' SHIFT SUPERVISOR
Henry Doorly Zoo & Aquarium
07.2023 - 07.2025
GAS METER SERVICES MANAGER
Black Hills Energy Council
09.2017 - 11.2023
REVENUE & DATA INTEGRITY MANAGER
Black Hills Energy
10.2013 - 09.2017
METER DATA MANAGEMENT SYSTEM MANAGER
Black Hills Energy
08.2011 - 10.2013
CREDIT & COLLECTION SUPERVISOR
Black Hills Energy
07.2008 - 08.2011
High School Diploma -
OAK GROVE R-6 High School
Blue Valley Community College