Child Support Investigator

3/2002 - 12/2010

Reliant Energy - NRG

Manager

• • Implement and manage remittance processing policies and procedures for residential and commercial accounts. • Prepare financial, operational, and business related analyses and research in such areas as accounts receivable. • Conduct production line monitoring activities and direct efforts of staff to ensure timely processing of daily remittances and outstanding payment related inquires. • Organize and delegate investigations or special projects to be performed by others. • Develop relationships with and present a positive professional image and demeanor in dealing with all process stakeholders, and subordinates • Develop and manage relationships with internal and external lockbox processing vendors. • Confer with and advise process stakeholders, subordinates, and outside vendors based on analysis and tracking of remittance processing activity. • Utilize judgment to interpret data and suggest opportunities to improve business processes and customer service. • Supervise (hires, directs, coaches, counsels and manages performance of) a team of Account Representatives. • Serve as a coach and business partner while performing personnel activities (mediation, Development Appraisals, merit decisions, job descriptions, discipline, employee development, career counseling, hiring) • Conduct new product and technology research for improvement in systems or workforce productivity. • Assist with the analysis, justification and economic evaluation for premise equipment. • Coordinate and achieve resolution of escalated issues including media issues, PUC Complaints, and disconnection issues in a timely manner • Core contributor to data storage management implementation and maintenance using Documentum application • Implement and maintain a high level of PCI compliance and customer data protection • Manage Credit Card fraud prevention efforts