Erica Burrell
Aubrey
Summary
Dynamic Transaction Management Representative with 17 years of experience at Vistra Energy, excelling in customer relations and process improvement. Proven track record in analyzing transaction data to enhance billing accuracy and optimize operational efficiency. Strong communicator skilled in Salesforce and Excel, dedicated to delivering exceptional service and innovative solutions.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Transaction Management Rep III
Vistra Energy (TXU Energy)
05.2023 - 07.2025
- Responsible for conducting analysis within an operating system to identify root cause for transaction issues that could cause billing errors.
- Document ands provide corrective actions for resolving transaction exceptions or rejects that allow for timely and accurate bill of customer accounts.
- Identify opportunities for process improvement to prevent recurring problems.
- Aids those involved in scheduling and dispatch of service orders.
- Maintains contact with company Communications department for conditions that would require communications with customers and/or public.
- Assists with outages and restoration efforts and assures polices and procedure is adhered.
- Received on-the-job training in tasks and functions associated with this position.
- Perform other duties and assumes other responsibilities that may be assigned.
Transaction Management Rep II
Vistra Energy (TXU Energy)
01.2021 - 04.2023
- Perform UAT (User Acceptance Testing) and post production validations for new market entry, product development, system functionality changes.
- Review transaction reports for accuracy and resolve accounts exceptions, rejections and cases.
- Determine and perform appropriate actions(s) based on data gathered from multiple sources.
- Answer a variety of inquiries and investigate problems or disputes arising from internal and external stakeholders.
- Follow all company, legal and regulatory guidelines in response to customer issues.
- Assist in the development of business processes/procedures.
- Take responsibility for customer end to end solutions.
- Evaluating business processes, anticipating requirements, uncovering areas for improvement, and developing and implementing solutions.
- Leading ongoing reviews of business processes and developing optimization strategies.
- Staying up to date on the latest process and IT advancements to automate and modernize systems.
- Conducting meetings and presentations to share ideas and findings.
- Performing requirements analysis.
- Documenting and communicating the results of your efforts.
- Effectively communicating your insights and plans to cross-functional team members and management.
- Gathering critical information from meetings with various stakeholders and producing useful reports.
Transaction Management Rep I
Vistra Energy (TXU Energy)
11.2018 - 12.2020
- Review transaction reports for accuracy and resolve accounts exceptions, rejections and cases.
- Determine and perform appropriate actions(s) based on data gathered from multiple sources.
- Answer a variety of inquiries and investigate problems or disputes arising from internal and external stakeholders.
- Follow all company, legal and regulatory guidelines in response to customer issues.
- Assist in the development of business processes/procedures
- Take responsibility for customer end to end solutions.
Quality Insights & Analytics
Vistra Energy (TXU Energy)
09.2012 - 10.2018
- Monitor and evaluate customer service calls and written correspondence with customers to ensure compliance with company processes, policies, procedures, and quality expectations. (SMB Specialty Markets, SMB, Residential, SMB Telesales)
- Make recommendations for policy, process, and procedure enhancements based on quality monitoring trends that will improve both the customer and agent experience.
- Provide feedback to assist in the creation of performance improvement goals and the development of training programs.
- Work with line of business manager, supervisors and/or leads to identify ongoing training/learning needs.
- Managed time efficiently in order to complete all tasks within deadlines.
- Assist in the development of business processes/procedures along with onboard training.
Business Account Specialist
Vistra Energy (TXU Energy)
10.2008 - 09.2012
- Adhered to standards of quality and service as well as all compliance requirements.
- Set up new customer accounts and updated existing profiles with latest information.
- Built strong relationships with clients, vendors and stakeholders for loyal, profitable accounts.
- Analyzed financial data and generated accurate, insightful reports for management.
- Reconciled customer accounts and identified discrepancies for further investigation.
- Responsible for 59 Contracted Premier Builders and their Corporate Accounts.
- Making month calls to the customers to verify if they have any issues. Check invoices monthly for timeliness and accuracy.
- Support other consultants in opening new accounts and upgrading existing service.
- Quickly and effectively solve customer challenges. Handle escalations, appropriate research and follow- ups with outstanding issues, business activities and IRs.
- Maintain Quality scores at 95% to 100%, control/satisfaction records, constantly seeking new ways to improve customer service.
- Responsible for creating Specialty Market Daily Reports, Customer Satisfaction Reports Duplicate BP Reports.
- Working closely with business users, IT, and managerial staff, serving as a liaison.
- Providing training, coaching, and guidance to junior staff.
- Ensuring solutions meet business needs and requirements.
- Manage user acceptance testing.
- Prioritizing initiatives based on business needs and requirements.
Education
No Degree - Business Management
Collin College
Frisco, TX06-2027
High School Diploma -
Glen Oaks High School
Baton Rouge, LA05-1997
Skills
- Innovation management
- Customer relations
- Policy administration
- Written communication
- 18 years of related work experience
- Knowledge of ISU, Salesforce, ERCOT, TDU (Oncor, Centerpoint, Texas New Mexico Power, North & Central AEP, Lubbock)
- Excel, Word and Outlook, Microsoft Proficiency
- Strong verbal and written communication skills
- Strong understanding of retail markets -natural gas and electricity
- Communicate well with customers regarding gas and electricity related service problems
- knowledge of Company’s service area and distribution system, system construction, and troubleshooting techniques
- Time management
- Multitasking
Certification
- ToastMaster
- Trusted Advisor
- Safety Ward
- CPR Certification (Every 6 to 7 month training)
Timeline
Transaction Management Rep III
Vistra Energy (TXU Energy)
05.2023 - 07.2025
Transaction Management Rep II
Vistra Energy (TXU Energy)
01.2021 - 04.2023
Transaction Management Rep I
Vistra Energy (TXU Energy)
11.2018 - 12.2020
Quality Insights & Analytics
Vistra Energy (TXU Energy)
09.2012 - 10.2018
Business Account Specialist
Vistra Energy (TXU Energy)
10.2008 - 09.2012
No Degree - Business Management
Collin College
High School Diploma -
Glen Oaks High School
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