Fernie Campos 214-914-0949 Executive Profile Accomplished leader with extensive management experience, mentoring and motivati ng diverse

teams of individuals to function cohesively in driving positive top a nd bottom line financial results without sacrificing the overall customer experi ence. Innovative and creative problem solver with ability to dissect complex bus iness challenges and develop actionable plans to rapidly chart course toward imp rovement. Highlights -Excellent leadership and communication skills - 10 years of Management experience -Customer Experience expert - 7 years of Utilities experience with 2 of the fastest growing retail electric providers in Texas - Extensive experience in building start-up organizations - Development and execution of business policies and processes - Experience in recruiting, hiring, and developing strong talent - Budget forecast and budget planning - Contract negotiations with business partners - Project Management and strategic planning - Expertise in contact center and business operations - Team building and strategy execution - Bilingual: Fluent in English and Spanish Professional Experience Director of Operations , 02/2005 - 10/2010 Stream Gas and Electric LTD * Dalla s , TX - In 2005 launched and established the first Customer Care Call Center Departmen t at the Firm and developed all training materials, policies, processes, and del egated the technology.infrastructure. - Instituted and developed the first Quality Control and Workforce Management te am including trainers and leadership team. - Accountable for hiring, developing, and mentoring strong Specialists for the C ustomer Operations sector including the influence of the overall customer experi ence. - Provided direction and leadership towards achievement of the Firm's mantras an d strategic objective goals. - Built strategic alliances with other departments to streamline all policies an d processes that resulted in greater quality of service and customer retention. - Created new revenue streams through outsourcing partners in Chihuahua Mexico. - Defined strategy and business plan for Project Excellence. Project helped incr ease employee productivity and a well rounded efficient department. - Organized due diligence in preparation for new market expansion. - Developed new Genesys/Nuance technology business plan and raised $2.0 million in first round of funding through the Board of Directors. Plan was instituted su ccessfully and increased efficiencies through the IVR which improved the overall customer experience by implementing self service features and payment options t hrough technology.

- Reduced operations budget by 30% in one year through restructure of operations business line. ! Managed a team of 50 Specialists, 4 Supervisors, 2 Managers, p lus an outsourcing team of 150 Specialists. - Member of the Executive Management team and expansion group. - Developed department's first incentive performance plan which motivated staff to perform at the highest level. End of year results: 98% employee retention 2% attrition. - Strengthened company's business by leading implementation of Project Excellenc e. - Developed and directed strategy for launch of new Gas product in Georgia. -Managed and negotiated all vendor relationships that dealt with the Customer Op erations sector. Commercial Energy Consultant , 01/2003 - 02/2005 Texas Commercial Energy * All en , TX - Accountable for supporting the TCE sales team by creating leads, pricing propo sals, processing letter of authorization "LOA's", and educating customers on der egulation to help close deals and achieve revenue growth. - Organized due diligence in preparation of LOA agreement. - Generated new business leads by networking and warm leads through existing cus tomers. - Consulted and managed over 100 customer accounts on a daily basis. - Established a strong relationship with the "TDSP's" Transmission - Distribution Service Providers to help maintain tracking orders efficiently fo r customers. - Served as a collections specialist when needed. - Responsible for being on-call 24 hours a week in an event of an emergency i.e. power outage or interruption of service. - Researched and delegated all customer disputes regarding their electric rates. - Resolved complaints to ensure customer retention and satisfaction and in the p rocess creating "lifers". Operations Manager, 10/1999 - 11/2003 Base Marketing Incorporated * Addison , TX - Accountable for the operations sector of a third party company that operated a nd audited a private sales/marketing team of consultants promoting Verizon calli ng cards and Chase Manhattan Bank credit cards to college student organizations. - Managed a network of over 5,500 organizations through a four member sales team . - Oversaw company vision, goals, strategies, policies and processes. ! Responsib le for recruiting, hiring, termination, and developing strong young talent to pr omote business products and engage cold sales leads. - Developed a fun 100% commission driven working environment. Consultants averag ed $2,000 commission checks on a bi-weekly basis. Education 1997 Wade College * Dallas, TX, USA Associates Degree Marketing and Merchandis ing - Who's Who among junior colleges - Phi Theta Kappa International Honor Society - 1996 and 1997 Dean's List 1994 Montwood High School * El Paso , TX, USA High School Degree

-1993-1994 Student Council Member -1994 Cadet Lieutenant Commander of "JROTC" Junior Reserve Officers' Training Co rps: Motivating young people to be better citizens. -Four year member of the varsity track, cross country team. Also a member of the basketball and soccer team.