Global business expert with a talent for driving customer relationships and enhancing revenue.
As a multi-lingual Global Business Development expert, focusing on the big picture without losing site of the details is a key factor to my success; combined with my expansive background in business development and management and a willingness to challenge common perceptions I offer a complete package. My ability to view both sides of an issue allows me to develop and integrate solutions that are balanced and beneficial for everyone involved. I excel at translating customer needs to the business and the business needs to the vendor in order to attain objective for all involved. In me you’ll find a comprehensive professional with a “can-do” attitude and the drive to get the job done.
Developed a new SAS model to proactively recognize 70% of the customer base that will most likely file a complaint and communicate with dissatisfied customers to resolve the issue.
Secure more than $200,000 in fines for call center vendors at fault since November 2009 by increasing identification of call center agent-caused PUC complaint errors.
I directed the development of reusable architecture to convert data for 2.5 million policies and 22 million clients which reduced nightly batch run time from more than 15 hours to only four hours and increased efficiency by 60% for complex online, real-time transactions.
After an extensive review of customer care practices, I drove functional changes across the company, leading the way for improved cross-team communication. This push improved market territory positioning of PUC complaints per 100,000 customers from 5th to 2nd in just eight months.
I led concurrent retrofits into a new FutureFirst base version with team of up to six senior developers in which we achieved a technical retrofit previously attempted and failed by three different teams.
My involvement with the development, analysis and distribution of competitive intelligence led Senior Management decision-making on competitive issues such as Gross Receipts Tax (GRT) pass-through and pricing decisions.
I delivered timely data to the pricing team, driving actions which supported $25M contribution margin expansion through additional fees and helped support decision to hold the line on prices for additional $4M uplift.
Business Analytics, Financial Analysis, Information Technology, Customer Relations, Data & trend Analytics, Project Management, Business Planning & Strategy, Team Building & Leadership, Product Support, Process Improvement, Software Development
ABC Energy, Dallas, TX, 2007 – Present
I have rapidly gained responsibility through successive promotions. I was hired as an associate of Public Policy and Strategy charged with developing effective communications targeted at diverse audiences as well as provided analytical solutions for complex public policy and strategy issues. From there I moved to Associate of Financial Strategy. In this position I reported directly to the CFO and led a procurement strategy project which included a pricing and elasticity study (SAS) analysis of portfolio gross margins and SG&A, pricing and hedging scenarios, liquidity requirements, cost of credit, MPE calculations and related activities.
From there I moved to Senior Associate of P&L Residential where I developed analyzed, and distributed competitive intelligence which helped lead key Senior Management decision-making on competitive issues such as Gross Receipts Tax (GRT) pass-through and pricing decisions. I was also tasked with delivering timely data to the pricing team, driving actions to support $25M contribution margin expansion through additional fees and helped support the decision to hold the line on prices for additional $4M uplift. I collaborated in cross-functional discussions with marketing, legal, product development, and campaign management teams to further align decision-making processes.
In my current position as Manager of Customer Analytics I created reporting tools that allowed a team of 50 to address numerous escalated scenarios via phone and email. I was able to secure more than $200,000 in fines for call center vendors at fault since November 2009 by increasing identification of call center agent-caused PUC complaint errors. In addition, I led the development of a new SAS model to recognize up to 70% of dissatisfied customers who will ultimately file a complaint and proactively communicated with them.
ABC Corporation, Austin, TX, 2001 – 2006
Software Development Release Manager, 2005 – 2006
As the Software Development Release Manager I led concurrent retrofits into a new FutureFirst base version with team of up to six senior developers in which we achieved a technical retrofit previously attempted and failed by three different teams. I also spearheaded a conversion project Guarantee Reserve Life Insurance completed within scope, within budget and ahead of deadline thanks to successful leveraging of “reusable architecture” for converting data.
Product Support Project Manager, 2004 – 2005
I managed a team of up to eight developers in the U.S., Jamaica and India and collaborated closely with AEGON management to resolve product support issues and upgrade insurance software.
Conversion Architect & Performance Team Leader, 2001 – 2004
I designed and coded a reusable architecture tool to convert data for 2.5 million policies and 22 million clients and reduced nightly batch run time from more than 15 hours to only four hours and increased efficiency by 60% for complex online, real-time transactions. I oversaw a cross-sectional team of senior consultants, including performance appraisals and reviews.
ABC Company, Wiesbaden, Germany
Senior Application Developer, 1998 – 2001
As Senior Application Developer I designed, implemented, and parameterized various life insurance modules and tools for mobile sales force during successive projects in Belgium, Scotland, and Switzerland and directed an internet feasibility study to integrate systems across six European countries.
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by Megan Koehler