Harry Shipley

● Assist customers by reviewing and explaining monthly utility bills with clarity and accuracy

● Troubleshoot issues with the company’s mobile app and online account platform

● Process service orders, including turn-ons, turn-offs, and account transfers

● Take and process customer payments efficiently while ensuring account information accuracy

● Provide clear, supportive guidance to customers on usage, rates, and payment options

● Maintain high performance on key call center metrics, consistently ranking in the top 30% or better since joining the call floor

● Deliver professional, customer-focused service in a high-volume inbound call environment

● Document customer interactions and follow-up actions in internal systems for accurate recordkeeping

● Managed weekly community newsletters and client email campaigns, delivering over 5 million emails per month.

● Used audience segmentation and A/B testing to target specific groups, improving email content relevance and timing for stronger results.

● Ensured effective delivery using platforms dotdigital and Lyris.

● Updated email inventory in Salesforce as list contact numbers changed to maintain accurate audience counts and ensure campaign availability.

● Reconciled monthly earnings to actualize revenue for the finance team, ensuring accurate reporting and reliable forecasting.

● Supported B2B lead generation product, driving initiatives that increased registrations by 20%.

● Leveraged feedback from the client services team and key stakeholders to enhance the lead generation product and improve campaign performance.

● Utilized Jira to write user stories, track project progress, and submit bugs for resolution, ensuring alignment with development timelines.

● Demoed new tools and improvements to stakeholders.

● Helped troubleshoot issues with lead generation exports, ensuring data was formatted correctly for seamless import into clients' systems.

● Supported over 50 clients with both lead generation and display advertising solutions, ensuring tailored strategies for success.

● Created and optimized landing pages to collect data and maximize lead conversion.

● Achieved a client retention rate of 90% by collaborating with sales teams to secure client renewals