Summary
Overview
Work History
Education
Skills
Timeline
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Heather L. Henderson

Summary

Senior Operations Manager with 16 years of experience in the retail power and gas sector, specializing in the order-to-cash process. Skilled in driving automation and integration to enhance efficiency and reduce costs. Proven track record in leading high-performing teams that foster collaboration, ensuring cross-functional success in streamlining systems and processes while managing market risk for sustainable growth.

Overview

16
16
years of professional experience

Work History

Senior Manager, Retail Operations

BP
05.2023 - Current
  • Oversee a geographically dispersed team of analysts managing billing in ERCOT and CAISO markets for commercial and industrial customers
  • Manage vendor relationships with Customized Energy Solutions, ensuring seamless delivery of billing, settlement rate calculations, and EDI services
  • Report monthly KPIs to senior leadership on billing and transaction performance metrics
  • Resolve utility reporting errors, recovering $2.1M through ISO dispute resolutions
  • Drive process improvements, including revamping the SQMD process, reducing operational costs and mitigating market risk
  • Partnered with cross-functional and IT teams to integrate subsidiaries into the CES billing platform, achieving annual savings of $350K

Manager, Retail Operations

BP (formerly EDF Energy North America)
08.2018 - 05.2023
  • Managed power billing analysts for ISO-NE, MISO, PJM, and NYISO
  • Led RFP process to evaluate, select, and implement new offerings
  • Automated hedge allocation, improving billing accuracy and efficiency
  • Expanded autobill functionality, supporting 45% portfolio growth with the same headcount
  • Served as project lead for EDI transition of 61 utilities from ESG to CES, reducing annual costs by $150K

Manager, regulatory

Spark Energy
10.2017 - 10.2018
  • Managed regulatory reporting for utilities and markets, ensuring timely, accurate, and compliant submissions
  • Drafted responses to regulatory inquiries, ensuring compliance and fostering positive agency relationships
  • Led analysts overseeing transactions across 88 power and gas markets, optimizing processes and ensuring data accuracy
  • Served as business lead for the integration of Verde Energy into Spark, operationalizing the Standard Offer and aggregation programs
  • Collaborated with IT and operational groups to streamline 10 billing systems into 3, reducing costs and increasing efficiency

Supervisor, Reporting & Analytics

Constellation, An Exelon Company
11.2016 - 10.2017
  • Managed a team of analysts, providing ad hoc reports to identify issues and support data-driven decisions
  • Reviewed nonstandard power RFPs, ensuring alignment with business goals and capabilities
  • Delivered timely data for quarterly reports, supporting internal compliance and regulatory teams
  • Led integration of Accenture EDI services into Genesis across all utilities, acting as a Product Owner for a major transformation project

Supervisor, UDC Consolidated Billing

Constellation, An Exelon Company
09.2014 - 11.2016
  • Managed analysts overseeing utility consolidated billing in C&I power markets, ensuring adherence to bill windows and billing accuracy
  • Collaborated with legal and regulatory teams to draft communications, address compliance inquiries, and manage market changes
  • Delivered performance reports to leadership, providing insights and tracking key billing metrics
  • Led changes for rate-ready billing, enhancing accuracy and oversight by increasing validations and visibility of utility charges and methodologies

IT Analyst, Middleware Support

Constellation, An Exelon Company
05.2013 - 09.2014
  • Conducted daily system health checks and prepared code change release packages, ensuring compliance and operational efficiency
  • Resolved EDI transaction failures, collaborating with utilities and vendors for timely and accurate processing
  • Updated EDI mapping to integrate utility changes, optimizing transaction processing
  • Led the EDI transition from Sterling Integrator to Accenture across all mass-market gas and power utilities
  • Selected as the 'Call IT Out' ambassador, liaising between IT leadership and teams to foster a collaborative work environment

Senior Billing Analyst

Constellation, An Exelon Company (formerly MXenergy)
03.2011 - 05.2013
  • Managed C&I gas billing across New York, New Jersey, Ohio, and Georgia, ensuring accurate and timely billing for complex products
  • Automated swing product billing for commercial gas accounts within the mass-market platform, streamlining manual processes and enhancing billing accuracy
  • Served as SME for the integration of Exelon gas portfolio into the mass-market Lodestar platform, facilitating the legal entity collapse

Billing Team Lead

MXenergy
08.2010 - 03.2011
  • Led billing operations for all mass-market power and gas utilities, driving team performance to consistently exceed goals while enhancing billing accuracy and timeliness
  • Implemented new bill types and expanded offerings, supporting business growth and integration with market needs
  • Served as SME during MXenergy acquisition by Constellation to evaluate Lodestar billing applications

Billing Analyst

MXenergy
10.2008 - 08.2010
  • Managed transaction and billing exceptions for Georgia and New York markets, ensuring compliance with market rules and reducing error rates
  • Led the integration of gas customers through multiple book acquisitions, ensuring seamless billing transitions and reducing administrative overhead
  • Implemented new bill types for mass-market customers across PJM

Education

Bachelor of Science - Interdisciplinary Studies

Drexel University
Philadelphia, PA

Skills

  • Leadership & Strategy: Coaching & Development, Team Leadership & Culture Development, Stakeholder Management, Vendor Management, Change Management, Strategic Planning, Project Management
  • Operational Excellence: Cross-functional Collaboration, Process Improvement, Market Risk Management, Performance, Metrics & KPI Reporting, Internal & SOX Controls, Data Governance & Compliance
  • Technical Skills: Power BI, SQL Server, Oracle Databases, Access, Billing & EDI Systems Integration (CES, Lodestar, Genesis, Accenture, ESG)

Timeline

Senior Manager, Retail Operations

BP
05.2023 - Current

Manager, Retail Operations

BP (formerly EDF Energy North America)
08.2018 - 05.2023

Manager, regulatory

Spark Energy
10.2017 - 10.2018

Supervisor, Reporting & Analytics

Constellation, An Exelon Company
11.2016 - 10.2017

Supervisor, UDC Consolidated Billing

Constellation, An Exelon Company
09.2014 - 11.2016

IT Analyst, Middleware Support

Constellation, An Exelon Company
05.2013 - 09.2014

Senior Billing Analyst

Constellation, An Exelon Company (formerly MXenergy)
03.2011 - 05.2013

Billing Team Lead

MXenergy
08.2010 - 03.2011

Billing Analyst

MXenergy
10.2008 - 08.2010

Bachelor of Science - Interdisciplinary Studies

Drexel University

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Heather L. Henderson