Nicholas Felton

• Developed strategic plans to enhance operational efficiency and meet organizational goals.
• Led cross-functional teams to implement process improvements and streamline workflows.
• Mentored junior staff, fostering professional growth and team collaboration.
• Analyzed performance metrics to identify areas for improvement and optimize resource allocation.
• Coordinated project timelines and deliverables, ensuring adherence to budgetary constraints.
• Facilitated training sessions on best practices and compliance standards for team members.
• Established key partnerships with stakeholders to support project initiatives and drive results.
• Provided strong leadership to enhance team productivity and morale.
• Collaborated closely with peers from other departments to drive organizational success jointly as one cohesive unit.
• Mentored junior staff members for skill development and career progression within the organization.
• Implemented and developed operational standards, policies and procedures.
• Balanced competing priorities efficiently while maintaining focus on critical tasks requiring immediate attention.
• Reviewed and analyzed reports, records and directives to obtain data required for planning department activities.
• Consistently met or exceeded annual performance targets set by senior leadership.
• Partner with Marketing to coordinate outreach across SMS, email, chat, and automated workflows.
• Supervisor of retention management and quality assurance teams, using these as tools for root cause analysis and to prevent leakage.

• answering general questions relating to energy market structure, enrollment, rates, billing and payment via email.

• completing service order requests received via email including disconnection, transfer of service, rate renewal, contact information updates.

• partnering with other departments to provide information and solutions to customer concerns.

• business and residential enrollments.

• answering chat requests from representatives and acting in a team lead capacity when team leads aren’t available.

• taking inbound calls to support the call center.

• responding to inquiries received through social media channels.

• analyzing trends based on inquiries received to provide proactive solutions to issues that may have a global impact on the customer base.

• Sales/ Customer Service

• Maintaining the organization’s reputation of heightened customer service excellence.

• Implementation of company initiatives ( loyalty programs, credit cards, etc.)

• Execution and maintenance of visual standards.

• Planning and strategic scheduling of staff to achieve goals and complete tasks.

• Stopping Loss through LP programs and customer service awareness.

• Providing performance feedback through on the spot coaching and annual evaluations to achieve desired results.

• Maintaining inventory/ communication of inventory needs to leverage sales.

• Analyze business trends and react to region specific events to leverage sales.