Heidi Fouts
Dundee,OR
Summary
Results-driven Senior Customer Experience Strategist with expertise in optimizing processes and enhancing customer engagement. Proven ability to align stakeholders and lead strategic initiatives that drive innovation and continuous improvement.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Senior Customer Experience Strategist
Portland General Electric
Portland, OR
10.2019 - 03.2026
- Developed strategic plans to optimize energy efficiency programs and enhance customer engagement.
- Facilitated workshops to align stakeholders on project goals and foster collaborative problem-solving.
- Established metrics for evaluating program effectiveness, driving continuous improvement across departments.
- Collaborated with cross-functional teams to develop and execute strategic initiatives aligned with organizational objectives.
- Led brainstorming sessions, fostering a culture of innovation and creative problem-solving within the organization.
Senior Process Improvement Specialist
Portland General Electric
Portland, OR
03.2019 - 10.2019
- Led process improvement initiatives to enhance operational efficiency and reduce waste.
- Analyzed workflows and identified opportunities for optimization across multiple departments.
- Developed training materials to educate staff on best practices and new procedures.
- Collaborated with cross-functional teams to implement standardized processes and tools.
Billing Business Analyst - Customer Engagement
Portland General Electric
Portland, OR
11.2015 - 03.2019
- Collaborated with cross-functional teams to develop data-driven solutions for operational challenges.
- Facilitated workshops to gather requirements and align stakeholder expectations with project objectives.
- Created detailed documentation of business requirements and process flows for system implementations.
- Performed gap analysis between existing systems or processes and desired state, identifying areas for improvement or enhancement.
Billing Supervisor
Portland General Electric
Portland, OR
11.2012 - 11.2015
- Supervised billing operations to ensure accuracy and compliance with company standards.
- Led a team in resolving billing discrepancies, enhancing customer satisfaction and retention.
- Developed training materials for new staff on billing procedures and software systems.
- Streamlined billing processes, reducing processing time and increasing efficiency across departments.
- Coordinated cross-functional collaboration between billing, customer service, and finance teams.
- Engaged with employees monthly to offer support, provide feedback and guidance.
Customer Service - Various Departments
Portland General Electric
Portland, OR
04.2003 - 11.2012
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at direct customer engagement via phone and email
- Supported phone representatives, specializing in customer support back office work including electronic payments and billing
Education
Some College (No Degree) - General Studies
Portland Community College
Portland, ORHigh School Diploma -
Newberg High School
Newberg, OR06-1993
Skills
- Customer Experience
- Operations Management
- Project Management
- Microsoft office
- Cross-functional team collaboration
Accomplishments
- Contracting with vendors to supply necessary supplies
- Recruiting and training over 100 employees yearly to support and work at various CRC locations
Directly assisted customers in our service area impacted by Public Safety Power Shutdowns by planning, organizing and implementing Community Resource Centers from 2021=2025. This included:
Certification
- Customer Experience - 2019-2020
Timeline
Senior Customer Experience Strategist
Portland General Electric
10.2019 - 03.2026
Senior Process Improvement Specialist
Portland General Electric
03.2019 - 10.2019
Billing Business Analyst - Customer Engagement
Portland General Electric
11.2015 - 03.2019
Billing Supervisor
Portland General Electric
11.2012 - 11.2015
Customer Service - Various Departments
Portland General Electric
04.2003 - 11.2012
Some College (No Degree) - General Studies
Portland Community College
High School Diploma -
Newberg High School