Ellen M Little1716 E 71st Pl. Apt 2411

Tulsa, Ok 74136918-906-4735

Professional Skills Software Skills Management Peace 8.08 Customer Service CIS Tool Problem Resolution Access Process integration Sharepoint

Microsoft Office Employment History:

Senior Escalations/Inadvertent Switch (IAS) Specialist in Market Management for Direct Energy, Tulsa, OK 2008-Present

Team Lead/SME of 5 associates in the Texas Electricity Market Provide escalated customer support: receive and solve the customers escalated complaints for enrollment errors for new or

existing customers. Provide daily and weekly reporting to Management with the Daily Metrics Peace PrePay IAS Jan to Dec 2015-Report (I

created) Provides forecasting for daily, weekly and YTD. Determine and approve write off amounts to accounts per the policy and guidelines of the Public Utility Commission of

Texas (PUCT) Facilitate training and answer questions from other departments for the IAS and Switch Hold processes. Work Safety nets: Emergency connection of electricity for customers who have been disconnected in error and coordinate

with American Electric Power of Texas (AEP), Centerpoint and Oncor for connects and disconnects for the electricity territories we serve

Developed standard processes and manuals for the Inadvertent Switch process and Switch Holds Provide feedback for process changes to save money, time and to assist in completing work in a proficient manner:

A. Championed a cost saving project for a Tulsa contest (Shark Tank). Won 3rd Place by saving the company with a onetime project: 1. Projected cost to work manually over a 9 year time frame; $1.2 MM for Multi Dwelling Units for First Choice

Power (Direct Energy’s acquired company brand)2. Total cost to clean up project in 6 months was $104.4K for 39K apartment units. 3. Savings of about $1.1 MM

Assisted in implementing the CIS tool to automate the New Issues for the IAS process Validate data base process for the CIS tool I have a strong relationship with Texas AEP and its staff I am building strong relationships with the other Texas Market participants through the IAS process Planned staffing needs for Disaster Recovery - contingency operations

Senior Billing Associate with Quality Assurance Department for Direct Energy, Tulsa OK 2005-2008

Senior Team Lead of 5 associates in the Texas Electricity Market Managed QA department with no assigned supervisor Provided daily, weekly and monthly reporting to upper management Delegated billing errors to management Created and monitored spreadsheets for invoicing and disconnect letters and other correspondence Reviewed invoices to ensure accuracy for billing , correct taxes and tariffs Created process documentation with customer Bankruptcy for Direct Energy Organic line of business Developed Bankruptcy process for Direct Energy’s Organic line of business Worked with AEP on escalated client issues for move-ins, Move-outs, reconnects and disconnects of electricity

Senior Billing Associate with Regional Account Manager for Direct Energy, Tulsa OK 2004-2005

Assisted with billing, monthly financials and reports for the Regional Account Managers for commercial customers, government agencies and schools

Resolved customer service issues for a major customer (Sue Ellen Operating CO). Direct Energy moved into a new customer base where the accounts were to be enrolled, monitored and follow up to ensure connection of electricity and billing could complete in a timely manner.

Billing Associate with Finance Department for Direct Energy, Tulsa OK 2001-2004

Created Irrevocable Letters of Credit and Surety Bond for commercial accounts Mailed Letters of Guarantee (LOG), Irrevocable Letters of Credit (ILOC), Surety Bond and agency pledges Established process of Bankruptcy for Direct Energy’s Incumbent line of business Performed Bankruptcies, Direct Debits, Payment research, payment processing, and returned payments

Zone Manager EXPO Square-Tulsa Fairgrounds Food Management Tulsa OK May 2005-2012 (Part Time)

Stand Manager for groups of 10+ employees, plus volunteer groups Zone Manager for large events-Chili Bowl, Women Health Shows, Boat and RV Shows, Tulsa State Fair, Gun Shows with

Service Set up, closing, order product. provide change, reconcile daily cash and credit cards and inventory

Customer Service/Accounts Receivable for American Parking, Tulsa OK April 2001-November 2001

Accounts Receivable Cash Reconciliation Customer Service Deposits

Accounting Clerk for CCA David L Moss CJC, Tulsa OK July 1999-Sept. 2000

Accounts Receivable Reconciliation and Deposits

Volunteer Organization

Treasurer for the Scottish Clan Little Society fo North America LTD, Tulsa OK November 1999-2011

Yearly bank statement Accounts Payable Accounts Receivable Year-end Audits

EDUCATION

6/1/15 Assertiveness Skills for Business Professionals-National Seminars Training1/26/15 Management Skills for First Time Supervisors-National Seminars Training3/27/14 How to Successfully Make the Transition to Supervisor-National Seminars Training1988 General Office Clerk, Dickinson Business School, Tulsa OK1984 Associate Degree in Early Childhood Development, Vo-Tech, Tulsa OK