Dave Mally

About Dave Mally

My colleagues and customers call me a visionary leader with a track record of continuously improving best practices and creatively solving the most challenging business and technology solutions. My team members recognize me as a builder of a performance based culture focused on profitable effort and customer satisfaction.

Experience

1. Director of Operations

   Frontier Utilities

   Nov 2017 — Present · Houston, TX, US

   Formed a new organization structure to drive continuous improvement activities spanning across the fulfillment organization. Developed a continuous improvement program that included Six Sigma philosophies focused on cost saving initiatives, project identification, implementation, best practices and creating technology solutions.• Led a shared services organization with responsibility for overall customer experience operations for residential, small business customer segments. Responsible for all aspects of customer experience delivery, call center support, customer retention, credit and collections, and transaction data management.• Led a project to improve online and IVR (Interactive Voice Response) systems to deflect customer call volume. Determined which issues could be handled without live agents on the phone. Logged a 20%+ improvement in IVR call resolution (no live agents). Added new online tools that allowed customers to complete routine tasks on their own. • Established a call center (near shore) to handle technical support and customer service calls (first call resolution). • Led a multi-dimensional, customer-focused organization of 60+ professionals to deliver customer service, billing, transaction management, and print operations services. Developed an accountability matrix to exceeded accuracy, timeliness, and efficiency targets with a progressively growing sales channel.

Education

• Colorado State University

  BS, Construction Management

  1985 — 1990

Skills

• Process Improvement
• Management
• Renewable Energy
• Procurement
• Analysis
• Strategy
• Commodity Markets
• Energy Management
• Program Management
• Energy Markets
• Strategic Planning
• Power Generation
• Leadership
• Business Analysis
• Risk Management
• Project Management
• Contract Management
• Mergers & Acquisitions
• Demand Response
• Budgets
• Energy
• Natural Gas