TINA GREENE

64 Hendricks Blvd
Amherst, NY 14226
Phone: 716.481.6017
tg24999e@westpost.net
Solutions-focused Management Professional eager to contribute exceptional leader
ship expertise,
customer service background, and team-building proficiencies toward supporting a
dynamic employer in optimizing bottom-line performance.
QUALIFICATIONS PROFILE
* Steadily advanced throughout a series of promotions with New York State Electr
ic & Gas based on outstanding performance, loyalty, longevity, contributions and
achievements.
* Highly versatile; quickly adapt to new roles, responsibilities, software, and
environments.
* Significant supervisory background within field operations and call center ope
rations.
* Outstanding talents in workload planning and project management.
* Well-developed human resources expertise encompassing hiring, orientation, wor
kplace safety and employee relations in both union and non-union environments.
* Proactively create, implement and facilitate staff development initiatives, pr
actical retention strategies, and recognition programs to bolster productivity,
reduce costs, and increase employee engagement.
* Proven abilities in achieving a cohesive workplace climate essential to maximi
zing staff productivity and satisfaction.
* Adept at strategic planning, identifying and executing business process improv
ements, optimizing productivity, and controlling costs.
PROFESSIONAL EXPERIENCE
New York State Electric & Gas Corp., Lancaster/Binghamton/Ithaca 1990 to 2010
Supervisor - Construction and Maintenance, Electric (2007 to 2010)
* Supervision of line department employees in construction, operation and mainte
nance of electric distribution and transmission system.
* Steered strict compliance with safety rules and regulations through regular cr
ew inspections, comprehensive safety training, meticulous documentation, and acc
ident investigations.
* Served on-call 24/7 as first responder to emergency calls and directed crew me
mbers in emergency storm restoration efforts.
* Functioned as project lead on PSC-mandated program for overhead distribution p
atrols.
* Recouped $1M+ in damages to facilities as divisional Damage Billing Coordinato
r.
* Slashed overall operating expenses by researching and negotiating contracts fo
r heavy equipment rentals, snow plow services, and landscaping.
Field Customer Service Supervisor (2004 to 2007)
* Oversaw full-scope customer service operations and commercial metering in larg
est and fastest growing division servicing 160,000 electric customers and produc
ing $300M annually.
* Cost-effectively administered two departmental budgets while delegating tasks
and assignments to customer service representatives, meter technicians, resident
ial sales and marketing staff, and administrative support staff.
Continued ...
Tina Greene ~ Page 2 of 2
Professional Experience continued ...
* Facilitated corporate-wide Matter of Respect training program to ensure awaren
ess and adherence to company policies and practices that support EEO laws and Af
firmative Action guidelines.
* As super-user for new SAP CCS system, provided critical support, guidance and
training to end users.
* Media spokesperson for division power outages, proficiently interfacing with l
ocal radio stations, television stations, and newspapers.
* Proactively emphasized and enforced safety compliance through monthly meetings
.
Meter Services Supervisor (2003 to 2004)
* Directed, scheduled, and coached 18 meter-reader collectors and field service
representatives, successfully exceeding Service Guarantee goal by achieving 99.8
9% on-time customer appointments.
* Drove customer service and credit/collection functions for 52,000 electric and
32,000 gas customers representing annual revenue of $120M.
* Championed efforts to attain 99.49% of annual meter reads within one day of sc
heduled read date, expertly surpassing division goal.
* Persistently surpassed division write-off and 60+ day arrears target.
* Supervised and maintained top-notch customer service ratings, exceeding PSC ex
pectations by receiving only one complaint.
Call Center Supervisor (1999 to 2003)
* Led team of 55 customer representatives in high volume, nationally-recognized
200-seat contact center, leveraging superior multi-tasking expertise to advance
team efforts and coordinate collaborative efforts between three division offices
and Customer Appeals department.
* Project-managed identification and implementation of processes that accelerate
d call-handling time by 23%, saving 22,678 rep hours, or 11 FTE.
* Conducted 100+ interviews to secure top talent and overhauled hiring process f
or call center to fortify staff retention levels.
* Directed numerous call center projects involving gas aggregation, customer-own
ed buried piping, level III gas emergencies, PSC service report card, MGP site c
leanup, environmental disclosure, mercury regulator removal program, revenue rec
overy, and managing call center workload performance.
Customer Service Representative (1994 to 1999)
* Employed extensive knowledge of NYSEG's filed tariff, rate structuring, HEFPA,
and PSC regulations to knowledgably respond to customer inquiries, swiftly reso
lve billing complaints, and facilitate credit and collections activities.
Prior roles include Field Service Representative and Street Service A Classifica
tion (Gas Fitter).
EDUCATION & PROFESSIONAL DEVELOPMENT
Associate of Science Degree, Electric Power Technology, Bismarck State College,
2007
Member, Leadership Buffalo
Additional Training/Certificate Programs: Project Management, Employee Developme
nt & Motivation, Customer Relations, Negotiation, Business Economics, Human Reso
urce Law, Shareholder Value, Finance, Labor Agreement Administration, Diversity
Training, and Business Law.