Supervisor, Customer Operations (2003-2009)
Directed and audited teams in Small Claims, Social Assistance Agency, and Bankruptcy functions, 2005-2009. Also conducted negotiations and investigations of disputed accounts and delinquent payment. Prepared reports and analysis of recovery, write-offs, administrative filings and other data related to financial reporting and control of bad debt. SAP, Siebel, and certain proprietary systems used to obtain data and produce findings. From 2003 to 2005, trained and led a team of business operations agents to assist small businesses with debt and performance concerns.

• Reorganized Small Claims process for Reliant’s Retail accounts, settling or redirecting all non-Harris County accounts and finding cost-effective resolutions to negotiations

Lead, Retail Business Services Credit & Collections (2001-2003)
Managed credit analysts for Small Business customers, including credit decisions and operational assistance. Developed credit policy and internal controls, including Sox compliance procedures and business practices.

• Incorporated Sarbanes-Oxley provisions into Retail procedures and business rules, including documented step actions

Credit Consultant, Retail Business Services Credit & Collections (2001)
Analyzed ERCOT and Legislature decisions with regard to Electricity deregulation, and reported analysis results. Also negotiated settlements for Commercial and Industrial gas customers in Pennsylvania and New Jersey, as Reliant left the gas market in those states.

Credit Analyst, Retail Business Services Credit & Collections (2000-2001)
Prepared reports for development of Retail Business department for new deregulated electricity industry. Analyzed competitor behavior and suggested performance thresholds.

• Recognized for cooperative initiatives with Marketing and Customer Service, as well as planning and implementation of the deregulated market pilot program

First-ever Manager of Accounts Receivable. Inherited twenty-two years of chaos, missing and incomplete documents and contracts, no standard credit policy or recovery process, and developed the first effective Credit, Collections, and A/R policies in the company's history. Also hired and trained AR staff, and developed first standard document protocols.

• Took twenty-two years of disorganized account records, and developed comprehensive system for A/R review and debt collection
• Created first standardized Credit Policy for Marimon
• Reduced outstanding A/R by sixty percent in six months

Site Auditor, Provider Relations (1998-2000)
Performed site audits and inspected credentials for medical providers applying to join healthcare network serving over a dozen insurance companies in the Gulf Coast area.

Provider Representative, Provider Relations (1996-1998)
Assisted medical professionals and insurance representatives with claims and service issues. Audited claims records for trends, unusual activity, or suspicious behavior.

Repricing Team Lead (1995-1996)
Directed a team of claims repricers, verified claims accuracy and rate of process.

Claims Repricer (1994-1995)
Repriced medical claims to meet contract terms, reviewed contracts and

• Supervised claims repricing team, verified accuracy and speed
• Assisted NHA’s Medical Director with documentation requests

Managed four locations over eleven years, and conducted audits of junior managers. Full operational responsibilities, including all financial reports (including location P&L statements), inventory management, cash controls, hiring and payroll, and advertising.

• Average annual gross revenues of about 3 million dollars
• Hired, trained, and managed entire staff including floor managers. Staff of sixty employees hired for the opening of the Spectrum Cinema in 1988
• Improved per-capita revenue from pervious Manager at every location managed, with the exception of the Spectrum Cinema, where I was the original manager and exceeded revenue expectations for the first two years of operation.
• Twice named Outstanding Manager in Texas

Bachelor of Arts, English