Robert E.

Hale
2922 Mars Drive, Garland, Texas 75040
(214) 684-6489
SENIOR ACCOUNT/CONTRACT RELATIONS MANAGER
Customer-Focused Account/Vendor Manager and Leader with Proven Expertise in rela
tionship establishment, maintenance and enhancement at all levels of the organiz
ation including the Executive level. Successful at balancing superior customer/c
lient/vendor satisfaction with revenue profitability and contractual commitments
.
Account/Vendor Manager and Leader offering a documented record of achievement as
a leader in relationship management. Demonstrated expertise at all levels of ac
count/vendor/contract management including new contract negotiation and establis
hment, negotiation of contract renewal, enhancement of current relationships, an
d customer service enhancement. Consistently balances superior customer/vendor s
atisfaction with revenue profitability and contractual commitments. Extensive ex
perience managing a wide array of vendors to provide various services to interna
l clients. Articulate communicator and strong management liaison for vendors and
customers; vital conduit for negotiating vendor contracts.
PROFESSIONAL EXPERIENCE:
Direct Energy, Inc. / Alliance Data Corporation; October 1998 - September 2009
Director - Client Relations (February 2009 - September 2009)
Directed and managed re-assignment of over 300 vendor contracts or creation of n
ew/replacement agreements as part of asset acquisition
* Interpreted contract verbiage and crafted appropriate legal documents for exe
cution by all parties
* Managed and directed internal and external activities to expedite execution o
f notification and/or consent documentation
* Eliminated contractual duplicity or conflict
* Re-negotiated existing contracts where appropriate
* Obtained new or replacement agreements where beneficial
* Managed internal and external expectations to ensure smooth transition from A
lliance Data to Direct Energy
Director - Vendor/Contracts Management (July 2008 - February 2009)
Managed over 120 third-party business partner and client contracts and directed
activities in support of over 60 electric and gas retail clients
* Negotiated, established and ensured compliance with contractual terms and con
ditions for agreements with all on-shore and off-shore utility business partners
and clients
* Created, maintained and enhanced client/business partner relationships at the
CEO/COO/CIO level
* Validated federal utility industry and ERCOT regulatory compliance
* Established standardized contract verbiage and baseline acceptable terms and
conditions resulting in over 50% reduction in time required for contract review/
approval
* Monitored change control and billing processes for compliance
* Provided specialized contract verbiage to business development, operations, f
inance and other internal departments relative to unique business opportunities
* Determined contractual liability/responsibility in response to issue inquirie
s
* Managed and directed efforts of support personnel in operations, human resour
ces, and finance relative to contractual issues
* Administered contractor hiring process for off-shore business partners
* Managed renewals/terminations of existing contracts
Director - Client Relations (May 2006 - July 2008)
Managed and directed service and support activities for over 60 electric and gas
retail clients serving Texas and other markets
* Established, maintained and enhanced client relationships at the CEO/COO/CIO
level
* Administered client contracts to ensure compliance with terms, conditions and
service level metrics
* Collaborated with clients to provide service enhancements that added strategi
c value to their businesses
* Directed activities of supporting Alliance Data production operations and pro
ject development groups to ensure customer satisfaction
* Provided monthly internal financial forecasting and annual financial budgetin
g in support of all clients and reviewed/approved all monthly client invoicing
* Served as escalation point for client issues/problems
* Interfaced with other Alliance Data lines of business in support of client op
erations
National Account Manager (March 2000 - May 2006)
Managed relationship and interaction between the Utility Services Division and s
ix national clients
* Developed, maintained and enhanced relationships between ADS and retail-orien
ted transaction-based clients at all levels, including CEO/COO/CFO
* Conducted cross-sell/up-sell activities to maximize clients' use of ADS servi
ces
* Restructured and negotiated renewal contracts
* Ensured ADS and client adherence to all contractual terms/conditions and cons
istent attainment of contracted service levels
* Functioned as primary ADS contact for all issue resolution
* Established a "Priority List" of client issues and managed resolution of outs
tanding items
* Offered service solutions to enable client to improve customer service, strea
mline operations, reduce expenses and/or improve profitability
* Established and maintained an ADS presence at each client site
* Coordinated sales, support or development activities with third-party vendors
, other ADS divisions and/or other Utility Services Division areas
* Coordinated conversion and/or implementation of required systems
* Administered the ADS change control process
Senior Sales Consultant (October 1998 - March 2000)
Conducted sales and marketing activities for start-up Utility Services Division
to facilitate sale of suite of outsourced Customer Relationship Management servi
ces to de-regulated utilities
* Direct marketing campaign design and execution
* SCT Banner Customer Information System
* Statement/bill printing, remittance processing, call center operations, datab
ase marketing, credit card transaction processing, loyalty programs and e-commer
ce
* Prospect identification and relationship establishment, business needs analys
is, proposal generation, corporate and services presentations and demonstrations
, acquisition/assignment/management of internal project resources, high-level pr
oject management, contract drafting/review/negotiating and ongoing prospect/cust
omer relationship management
* Conducted joint sales activities with selected key business partners
* Provided input to marketing department, exhibited at conferences and trade sh
ows, and evaluated potential new business relationships
EDUCATION:
Brookhaven College; Dallas, Texas - Business
Alliance Data, Toronto, Ontario, Canada - Basic Leadership Academy for Managers/
Senior Managers
Alliance Data, Dallas, Texas - Advanced Leadership Academy for Directors and Abo
ve
Alliance Data, Dallas, Texas - Training re: Conflict Resolution, Interpersonal C
ommunications, More