Ellen Little has over 15 years of experience in customer service, billing, and management roles. She currently works as a Senior Escalations Specialist at Direct Energy in Tulsa, OK where she handles customer complaints, develops processes, and trains other associates. Previously she held management and billing roles at Direct Energy and has a background in accounting, customer service, and food management.

1. Ellen M Little
1716 E 71st Pl. Apt 2411
Tulsa, Ok 74136
918-906-4735
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 otherdepartments 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 forthe 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 spreadsheetsfor 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 ofelectricity

2. 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 ManagerEXPO Square-Tulsa Fairgrounds Food Management Tulsa OK May 2005-2012 (Part Time)
 Stand Managerfor groups of 10+ employees, plus volunteer groups
 Zone Managerfor 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 Training
1/26/15 Management Skills for First Time Supervisors-National Seminars Training
3/27/14 How to Successfully Make the Transition to Supervisor-National Seminars Training
1988 General Office Clerk, Dickinson Business School, Tulsa OK
1984 Associate Degree in Early Childhood Development, Vo-Tech, Tulsa OK