DENISSE BECK
Summary
Over a decade of expertise in residential and commercial deregulated electricity and gas markets both locally and internationally (TX, USN, Canada). Solution-oriented problem solver with a drive for process development and continuous improvement through analytics, customer-focus, adaptable, highly collaborative, self-motivated, comfortable dealing with ambiguity, and bias towards action. Bilingual (English/Spanish). Extensive experience in customer experience, contact centres and CRM, specializing in customer insights and research, in both B2B and B2C environments. Experience in Voice of Customer program, CSAT, and other customer metrics management Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.
Overview
12
12
years of professional experience
Work History
Retention and Customer Experience manager
OnPoint Energy LLC
09.2023
- Contributed to the building of the Customer experience and retention business guidelines
- Handled complaints and responses to the PUCT
- Managed the call center vendors, contributed to streamlining the processes at the call center level, and implemented 1 call resolution and training.
Sales Support Analyst
NRG Energy, Inc.
11.2021 - 09.2023
- Led the Customer Experience/ Satisfaction program, supporting the Realtor, Call center, and F2F sales channel by performing audits, process compliance, and identifying areas of opportunity to improve the customer experience
- Triage complex customer experience concerns by analyzing Customer Satisfaction Survey data and serving as a liaison with internal and external partners from inception to resolution
- Champion improvement opportunities related to root cause analysis for future projects
- Develop reporting and propose training content for proactive resolution
- Run reoccurring trend analysis and develop recommendations to help drive sales volume
- Expanded data point collection and increased efficiency to bring additional value to the business.
- Enhanced sales processes by analyzing performance data and identifying areas for improvement.
- Streamlined communication between sales and support teams, resulting in increased efficiency.
Quality Assurance & Investigations Analyst
07.2019 - 10.2021
- Known as Subject Matter Expert in quality and problem solver, led the development of an alert queue which allowed for the migration of alerts from Outlook to an automated User Interface simplifying team processes and improving performance tracking
- Spearheaded Sales Quality Investigations team initiatives
- Integrated process and system improvements and automation
- Managed auditor relationships and tracked quality improvements
- Used analytics to monitor sales agent trends, providing coaching/ training suggestions to vendors, sales managers, and the broader leadership team
- Identified operational, performance, and system issues and worked with management to resolve them proactively
- Collaborated cross-functionally, particularly with The Office of The President to mitigate risk around customer complaints related to PUC, BBB, and media
- Managed auditor relationships and tracked quality improvements
- Organized sales quality alerts from numerous third-party vendors, developed material, and provided training to our third-party vendors to help uphold quality assurance, customer experience, and brand standards
- Resolved high-profile sales quality inquiries ensuring sales practices adhered to mandated laws and regulations.
Vendor Relations Specialist
06.2014 - 10.2019
- Known as Subject Matter Expert in quality and problem solver, led the development of an alert queue which allowed for the migration of alerts from Outlook to an automated User Interface simplifying team processes and improving performance tracking
- Spearheaded Sales Quality Investigations team initiatives
- Integrated process and system improvements and automation
- Managed auditor relationships and tracked quality improvements
- Used analytics to monitor sales agent trends, providing coaching/ training suggestions to vendors, sales managers, and the broader leadership team
- Identified operational, performance, and system issues and worked with management to resolve them proactively
- Collaborated cross-functionally, particularly with The Office of The President to mitigate risk around customer complaints related to PUC, BBB, and media
- Managed auditor relationships and tracked quality improvements
- Organized sales quality alerts from numerous third-party vendors, developed material, and provided training to our third-party vendors to help uphold quality assurance, customer experience, and brand standards
- Resolved high-profile sales quality inquiries ensuring sales practices adhered to mandated laws and regulations.
Reporting Analyst
Just Energy Texas, LP
01.2012 - 06.2014
- Developed incentive payout/payroll report for Retention, Sales, and Commercial Teams as well as providing key metrics reporting to the management team Supported various departments including Customer Service, Work Force Management
- Analyzed data and provided actionable suggestions to reporting improvements to support quality assurance across multiple brands
- Managed reporting around Customer Service Call Center Key Performance Indicators.
Customer Service Representative
Just Energy Texas, LP
05.2011 - 12.2011
- Providing customer support processing enrollments, payments, and billing disputes, assisting the Sales agents, processing transfer of service and other transactions, and providing first-call resolution to customer's concerns.
Education
Professional Scrum Product Owner Certification Training -
01.2022
Toastmasters International -
01.2022
Data Visualization and Storytelling -
01.2022
Project Management Fundamentals -
01.2022
Mental Health First Aider Certification -
01.2022
Agile Project Management -
01.2021
Salesforce CRM Reports and Dashboards -
01.2020
Emotional Intelligence -
01.2018
Change Management -
01.2017
Creative Problem Solving -
01.2017
Specialization in Foreign Trade Administration -
Xalapa, Veracruz, Mexico
01.2004
Bachelor of Science in International Business Administration -
University of Veracruz
01.2002
Skills
- Data Analytics
- Cross-Functional Collaboration
- Engagement Strategy Development
- Team Training
Languages
Spanish
Native or Bilingual
applications and skills
- Various CRM systems, Salesforce, SAP, Verint, InMoment tool.
- Microsoft Office Suite: Excel, Outlook, Word, PowerPoint, Visio, Miro.
- Quality Assurance.
- Customer Service.
- Vendor Management.
- Sales Support.
- Call Center.
- Corporate Training and Policy.
- Customer Experience.
- Process improvement.
Timeline
Retention and Customer Experience manager
OnPoint Energy LLC
09.2023
Sales Support Analyst
NRG Energy, Inc.
11.2021 - 09.2023
Quality Assurance & Investigations Analyst
07.2019 - 10.2021
Vendor Relations Specialist
06.2014 - 10.2019
Reporting Analyst
Just Energy Texas, LP
01.2012 - 06.2014
Customer Service Representative
Just Energy Texas, LP
05.2011 - 12.2011
Professional Scrum Product Owner Certification Training -
Toastmasters International -
Data Visualization and Storytelling -
Project Management Fundamentals -
Mental Health First Aider Certification -
Agile Project Management -
Salesforce CRM Reports and Dashboards -
Emotional Intelligence -
Change Management -
Creative Problem Solving -
Specialization in Foreign Trade Administration -
Xalapa, Veracruz, Mexico
Bachelor of Science in International Business Administration -
University of Veracruz
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