Kenny Muhammad
Entergy Texas
Spring,TX
12
years of professional experience
Professional Summary
Dynamic and results-oriented Customer Service and Operations Leader with a strong track record of building high-performing teams, improving operational efficiency, and driving customer satisfaction. Adept at strategic planning, cross-functional collaboration, and data-driven decision-making. Known for fostering strong community and stakeholder relationships while delivering measurable improvements in service quality and organizational performance.
Work History
Sr. Manager, Customer Service
5 Months- Provide executive-level leadership over regional customer service operations, ensuring alignment with statewide strategy and corporate organizational goals.
- Direct large-scale operational initiatives focused on improving customer satisfaction, reliability, and service delivery performance across multiple regions.
- Guide long-term planning, resource forecasting, and budget oversight to support efficient operations and optimal workforce management.
- Partner with state-level leadership to influence policy decisions, regional priorities, and enterprise-wide customer service strategies.
- Lead crisis and storm response coordination for the region, ensuring readiness, communication effectiveness, and rapid restoration activities.
- Strengthen relationships with external stakeholders, including government officials, community leaders, and key customer segments.
- Sponsor region wide employee engagement, training, and talent development initiatives to build leadership capability and succession pipelines.
- Oversee performance dashboards, customer experience analytics, and operational KPIs to ensure continuous improvement.
- Advance strategic initiatives that promote cross-functional alignment, efficient workflows, and organizational accountability.
Region Manager, Customer Service
2 Years 9 Months- Lead regional customer service operations, ensuring alignment with corporate objectives and service delivery excellence.
- Foster a collaborative environment to promote knowledge sharing, employee development, and continuous improvement.
- Deliver comprehensive performance metric reports to senior leadership, informing strategic and resource allocation decisions.
- Strengthen regional teams through targeted recruiting, coaching, and performance management.
- Coordinate cross-functional teams to enhance communication, streamline workflows, and improve operational outcomes.
- Champion community engagement and corporate responsibility initiatives to elevate regional brand reputation.
- Monitor KPIs to identify improvement opportunities and drive actionable insights.
- Advocate for state-level work prioritization initiatives to optimize regional resource usage.
- Maximize use of fixed-cost resources to reduce financial impact on capital and operational budgets.
Manager, Work Management
1 Year 9 Months- Led work management teams responsible for scheduling, prioritization, and execution of critical projects statewide.
- Provided analysis and recommendations influencing project priorities and resource planning.
- Partnered with Engineering and Asset Management to develop forecasts and plans for major projects and resource deployment.
- Oversaw reliability improvement programs including planning, execution, and progress tracking.
- Delivered status reports and scorecards covering spending forecast, project timelines, and contractor performance.
- Supported storm response readiness, training, and field operations.
- Strengthened relationships with local government, media, business stakeholders, and community groups
Customer Service Manager I
3 Years 5 Months- Managed customer service performance across the region, improving satisfaction and issue resolution.
- Oversaw managed customer accounts, ensuring proactive communication and exceptional service.
- Led customer-facing responsibilities during storms and emergency response events.
- Collaborated with the business and economic development team on site selection opportunities and regional growth initiatives.
Engineering Associate II
3 Years 3 Months- Partnered with customers to determine electric service needs and led negotiations for service delivery.
- Prepared cost estimates, construction drawings, easements, and pre-construction documentation.
- Coordinated reliability improvement plans and project execution with engineering and operations teams.
- Provided work requests for revenue and improvement projects.
- Supported both local and external storm restoration teams.
Education
Bachelor of Science
Skills
Team Leadership & Staff Development
Customer Service Excellence
Strategic & Operational Planning
Data-Driven Decision-Making
Cross-Functional Collaboration
Performance Reporting & KPI Management
Community & Stakeholder Relations
MS Office Suite
Timeline
Sr. Manager, Customer Service
Entergy Texas
06.2026 - CurrentRead More
Region Manager, Customer Service
Entergy Texas
09.2023 - 06.2026Read More
Manager, Work Management
Entergy Texas
12.2021 - 09.2023Read More
Customer Service Manager I
Entergy Arkansas
07.2018 - 12.2021Read More
Engineering Associate II
Entergy Arkansas
04.2015 - 07.2018Read More
University of Arkansas, Little Rock
Bachelor of Science
Read More