Monika Strickland MBA,6σBB,CCSM

Experience

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  US Army

  Oct 1996 - Jun 1999

  Signal Support Systems Specialist (SPEC 4)
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  Florida Power & Light Company

  Mar 2001 - Apr 2022

  Business Readiness Lead with outstanding track record of managing the successful business change transitions and meeting objectives on time and on budget. Utilize strategies and plans that maximize employee adoption and usage while minimizing resistance. Proven success in leadership, operational excellence and organizational development with keen understanding of Six Sigma methodologies. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Show less •Led Business team in the delivery of Commercial Energy Dashboard project requiring close cooperation among members to share information and develop solutions that could meet a broad array of deliverables•Managed vendor and contractor relations and negotiations•Managed vendor contracts and relationships through collaboration to maximize cost-effectiveness, optimize delivery schedules and maintain service and quality standards•Resolved conflicts and negotiated agreements between vendors and business to reach win-win solutions and establish long lasting, and mutually beneficial relationships with the vendors•Increased single contact resolution for billing inquiries from 3% to 96% by implementing web based analytical tools for FPL Residential and Commercial customers Show less •Increased customer satisfaction and repeat business through relentless pursuit of resolutions to problems arising from process deficiencies, protecting company reputation and loyal client base•Provided feedback to employees to clarify misunderstood process steps affecting performance•Reviewed and assessed contact center processes and developed initiatives for continuous process improvements resulting in higher customer satisfaction•Participated in initiatives to reduce costs across all company segments by utilizing lean methodologies•Supported needs of training department with technical explanations of varying types of applications and their functionality to enhance training experience•Obtained Six Sigma Green Belt certification by reducing handle time by 40 seconds resulting in cost saving of $100k Show less

  • Senior Business Readiness Lead

    Jun 2019 - Apr 2022

  • Senior Business Analyst

    Apr 2016 - Jun 2019

  • Senior Process Specialist

    Jun 2006 - Apr 2016

  • Customer Service Specialist

    Mar 2001 - Jun 2006
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  NextEra Analytics

  Apr 2022 - now

  Manager of Customer Success

  In this role I manage customer success by ensuring proper utilization of NextEra Analytics’ SaaS solution, foster customer engagement, satisfaction, and retention. Responsible for championing, improving, and tracking the performance of the customer journey and provide analysis and strategic direction for initiatives that will improve the customer experience. Conduct needs assessments to determine what is important from the customer’s perspective and coordinate with Customer Insights and Analytics team to understand customer behaviors, participate in benchmarking activities, set strategy, explore the latest technology, and prioritize based on analysis. Show less