STEPHANIE BARNES
Clearwater,Florida
Summary
Knowledgeable Director with proven history of leading high-performing teams and executing strategic initiatives that drive organizational growth. Successfully directed cross-functional projects that resulted in significant process improvements and operational efficiencies. Demonstrated leadership and communication skills in fostering collaborative environments and delivering impactful results.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Director, Customer Service & Experience (Revenue Services)
Duke Energy
01.2025 - Current
- Lead enterprise billing and customer operations supporting commercial and large customer segments, ensuring accuracy, timeliness, and regulatory compliance across $25B+ in revenue.
- Partner with executive leadership, Large Account Management, Regulatory, and Customer Care teams to address complex customer needs and drive enterprise solutions.
- Translate customer insights, escalations, and operational data into strategic actions that improve customer experience, retention, and satisfaction.
- Support high-value customer relationships by resolving complex billing and service issues impacting large commercial accounts.
- Drive enterprise initiatives including Billing Excellence and automation strategy to enhance service delivery and reduce customer friction.
- Provide executive-level reporting and insights to State Presidents and senior leadership to inform customer and business strategy.
Operations Manager (Business Experience)
Duke Energy
09.2022 - 01.2025
- Led customer experience strategy for commercial and business customer segments, focusing on service delivery, issue resolution, and relationship management.
- Partnered with Large Account Management and internal stakeholders to support high-value customer needs and improve customer satisfaction outcomes.
- Managed escalations and complex customer issues, ensuring timely resolution and strengthening customer trust and retention.
- Collaborated across enterprise teams to align operational performance with customer expectations and business objectives.
- Leveraged data and customer feedback to identify trends, improve processes, and strengthen overall customer strategy.
Business Service Center Supervisor
Duke Energy
03.2014 - 09.2022
- Led operational teams supporting business customers, ensuring service excellence, compliance, and customer satisfaction.
- Partnered with internal stakeholders to improve processes and support evolving customer and business needs.
Senior Consumer Affairs Associate
Duke Energy
10.2013 - 03.2014
- Handled escalated customer complaints from executive management, customer satisfaction surveys, Public Affairs, and other key internal and external stakeholders.
- Partnered with executive management, district managers, customer contact leadership, Legal, Regulatory, and Government Affairs to resolve complaints and mitigate state commission scrutiny, tariff infractions, and potential fines.
Customer Care Team Lead
Progress Energy/Duke Energy
03.2007 - 10.2013
- Subject matter expert in all guidelines and processes relative to the Contact Center.
- Assist with day-to-day questions, difficult or complex customer situations and requests, inquiries, and escalated customer calls.
- Provide real-time feedback on performance and identified behaviors based on coaching and other reports.
Customer Service Agent
Progress Energy/Duke Energy
07.2005 - 03.2007
- Responsible for handling billing inquiries, service orders, and trouble calls both during and outside of the normal schedule.
Education
Master of Business Administration - Data Analytics
University of South Florida
05.2027
Bachelor of Applied Science - Technology Development & Management
St. Petersburg College
05.2024
Associate of Arts - undefined
St. Petersburg College
12.2022
Associate of Science - Digital Forensics and Computer Investigations
St. Petersburg College
12.2022
Skills
- Relationship building
- Strategic planning
- Verbal and written communication
- Decision-making
- Operations management
- Project management
Affiliations
- SPCA Ambassador 2026
- Tampa Bay Beaches Chamber — Leadership Institute Mentor March 2024 – Current
- Tampa Bay Beaches Chamber — Leadership Institute Student June 2023 – December 2023
- City of St. Petersburg — Greenhouse Business Navigation Committee January 2023 – January 2025
Certification
- Project Management Certification April 2024
- Cybersecurity Certification 2022
- Computer Investigation Certification May 2022
Timeline
Director, Customer Service & Experience (Revenue Services)
Duke Energy
01.2025 - Current
Operations Manager (Business Experience)
Duke Energy
09.2022 - 01.2025
Business Service Center Supervisor
Duke Energy
03.2014 - 09.2022
Senior Consumer Affairs Associate
Duke Energy
10.2013 - 03.2014
Customer Care Team Lead
Progress Energy/Duke Energy
03.2007 - 10.2013
Customer Service Agent
Progress Energy/Duke Energy
07.2005 - 03.2007
Bachelor of Applied Science - Technology Development & Management
St. Petersburg College
Associate of Arts - undefined
St. Petersburg College
Associate of Science - Digital Forensics and Computer Investigations
St. Petersburg College
Master of Business Administration - Data Analytics
University of South Florida