Customer Service Management
Resume:
THEDA S. BUTLER
HOUSTON, TX 77015
CORE COMPETENCIES
Accounts Receivable Management * Bad Debt Exposition* Customer Dispute
Resolution * Customer Interaction * Daily Operations * Operational Focal
Point for Outsourced Collection Providers
SUMMARY
Energy Account Control with experience in deregulation energy
markets. Manage a portfolio of commercial, industrial, and residential
accounts in 10+ markets. Manage the communication of Collection and
Customer Service Call Centers. Major contributor in drafting of Credit
and Collection policies and procedures for SOX guidelines.
Established and enhanced corporate relationships between the company's
external entities, local distribution companies, and regulatory
commissions.
ACCOMPLISHMENTS
. Managed project for the reconciliation of 50k under-billed accounts.
Based on the project reconciliation the company recovered over 600k in
revenue
. Established the Collection Call Center Policy Manual ensuring
collections compliance
. Managed the Collection of Bad Debt with negotiations and assignments
to 3rd Party Collection
. Developed process to efficiently track and report KPI's (Key
Performance Indicators)
. Identified work process in collections by the establishment of more
payment options
PROFESSIONAL ENERGY EXPERIENCE
MXenergy, LLC, Houston, Texas
Credit & Collection - Senior Analyst
2006 to present
. Lead in collections, analyzing data, supporting the development of
risk management practices across the organization.
. Cross-trained Collection Department and Customer Operation Department
to facilitate timely transfer of dispute resolution process ensuring
both departments consistently met controls identified for Sarbanes-
Oxley compliance.
. Drafted policies and procedures for Collection Call Center in
adherence to regulatory guidelines.
. Focal point for departmental Key Performance indicators (KPI) metrics
reported on a weekly basis.
. Identify and bring to the attention of management any deficiency in
performance.
. Monitor and report the Company's shut off process for accounts that
are past due.
. Research and analyze collections trends, and make recommendations on
responses, as appropriate.
. Track and evaluate performance of vendors utilized for the 3rd Party
placement of past due debt to ensure maximum effectiveness and yield
for contingent or success fee arrangements.
. Participate as Integration support for recent acquisitions
Shell Energy Services LLC. Houston Texas
Credit & Collection - Analyst
2002 to 2006
. Managed external vendors (3rd Party Collection) in achieving higher
performance through challenges contributing in success for monetary
recoveries.
. Developed a work group that provided support to collections
initiatives ( pay plans, discount payments, concession credits, etc)
. Transaction management between local distribution company and the
market.
. Led and participated in cross-functional teams to facilitate reduction
of the company's bad debt.
. Assisted in compiling the schedules for monthly accounts receivable
and Business Performance Meetings including the review of the firm's
top delinquent accounts.
Billing & Remittance Lead
1999 - 2002
. Managed a team of six employees responsible for remittance processing.
. Verified the acceptance of daily remittance feeds from external
sources
. Supported billing system conversion efforts relative to Credit and
Collection activities
. Reconciled queues of un-posted payments
. Performed quality control for bill/statement validation.
OTHER PROFESSIOANL EXPERIENCE
Shell Services LLC. Houston Texas
Audit & Logistics
1995 - 1999
. Contract compliance audit preparation
. Performed tests for internal controls, risk assessments, and
identified process improvements.
. Reviewed audit work papers and provided coaching as needed.
. Prepared oral and written reports.
. Monetary award for job performance.
Shell Oil Company Houston Texas
Accounts Payable
1995 - 1999
. Recorded oil and gas revenue and settlements.
. Prepare monthly, quarterly and annual GAAP financial statements
. Responsible for payables, receivables, and treasury functions.
. Led discount payables project- netting early payments from vendors
. Certificate of appreciation and monetary award for job performance
Shell Oil Company Houston Texas
Accounts Payable & Receivables
1988 - 1995
. Monthly close and maintained integrity of the general ledger.
. Substantially reduced the closing process from ten to five days.
. Prepared inter company reconciliations
. Schedules analyzing financial and operational data.
. Monetary award for job performance.
EDUCATION AND EXPERIENCE
Xavier University, New Orleans LA
Bachelor of Science in Business Administration
Lodestar Administrator User
Siebel Management User
Shell Energy Company & MxEnergy Company
Leadership in People Management Skills
Shell Oil Company Corporate classes
Communication and Relationship Accountability
Shell Oil Company Workshop
Audit Technology Courses
San Diego * Houston * Washington DC
Company Related Courses
Spreadsheet Risk
Fraud Detection
Electronic Discovery
REFERENCES
Available upon request
Contact this candidate