Makeebia Watson
Little Elm,TX
Summary
Experienced Regulatory Compliance Specialist with over 10 years in regulated sectors, including energy and insurance. Expertise in interpreting regulations, conducting compliance audits, and managing regulatory complaints. Skilled in cross-functional collaboration and regulatory reporting, effectively resolving customer complaints with agencies. Committed to ensuring compliance and mitigating risks to support business alignment with regulatory standards.
Overview
17
17
years of professional experience
Work History
Regulatory Compliance Specialist
Vistra Energy
11.2023 - Current
- Monitor, interpret, and implement federal, state, and local regulations impacting retail electric operations and business practices.
- Ensure organizational policies, procedures, and operational activities align with applicable regulatory and industry standards.
- Conduct compliance audits, internal reviews, and risk assessments to identify gaps, potential violations, and areas for corrective action.
- Serve as a subject matter expert (SME) on regulatory requirements, providing guidance and compliance recommendations to internal stakeholders.
- Track regulatory and market rule changes, assess business impact, and recommend operational or policy updates to maintain compliance.
Customer Support Senior
Vistra Energy
02.2015 - 11.2023
- Prepared ad-hoc data analyses and reports to support leadership decision-making and issue resolution.
- Escalated complex reconciliation and customer issues to departmental leadership with documented findings and recommendations.
- Collaborated cross-functionally with billing, regulatory, operations, and customer relations teams to resolve customer complaints efficiently and compliantly.
- Supported resolution of sensitive and high-impact customer cases while ensuring adherence to company policy and regulatory requirements.
Member of Leadership
Vistra Energy
06.2011 - 02.2015
- Assisted with escalated customer calls and complex complaint resolution for the Customer Relations team.
- Monitored performance and reviewed daily activities for a team of 13 customer service representatives.
- Managed customer complaints received through regulatory commissions and social media channels, ensuring timely and compliant responses.
- Handled and delegated all regulatory complaints, providing complaint data, documentation, and trend analysis as required.
- Supported supervisors and management with special projects, Ambit Home Services issues, and operational initiatives.
Life Insurance Case Manager
Creative Marketing
08.2008 - 05.2011
- Supervised a team of 5 case management staff, ensuring accuracy, productivity, and compliance with insurance guidelines.
- Managed and processed new life insurance applications from submission through underwriting and policy issuance.
- Served as liaison between home offices and field agents to resolve application issues and expedite processing.
- Handled inbound escalated calls, resolving customer and agent concerns professionally and efficiently.
- Drafted and submitted license applications and renewals, ensuring compliance with state insurance regulations.
Education
National American University
Overland Park, KSSkills
- Regulatory Compliance & Governance
- Federal, State, and Local Regulatory Monitoring
- Regulatory Interpretation & Implementation
- Policy & Procedure Compliance
- Regulatory Complaint Management
- Commission & Agency Correspondence
- Regulatory Reporting & Documentation
- Audits, Risk & Controls
- Compliance Audits & Internal Reviews
- Risk Assessments & Gap Analysis
- Corrective Action Recommendations
- Process Improvement & Controls
- Compliance Monitoring & Tracking
- Customer & Regulatory Escalations
- Regulatory & Executive-Level Complaints
- Commission Complaints & Investigations
- Customer Dispute Resolution
- Root Cause Analysis
- Escalation Management
- Leadership & Collaboration
- Subject Matter Expert (SME) Support
- Cross-Functional Collaboration
- Team Oversight & Performance Monitoring
- Stakeholder Communication
- Training & Guidance on Regulatory Requirements
- Analytical & Technical Skills
- Ad-Hoc Reporting & Data Analysis
- Trend Analysis & Documentation
- Microsoft Office Suite (Excel, Word, Outlook)
- CRM & Customer Account System
Timeline
Regulatory Compliance Specialist
Vistra Energy
11.2023 - Current
Customer Support Senior
Vistra Energy
02.2015 - 11.2023
Member of Leadership
Vistra Energy
06.2011 - 02.2015
Life Insurance Case Manager
Creative Marketing
08.2008 - 05.2011
National American University