Sr Vice President and Chief Customer Officer (Sales, Marketing & Customer Service) @ Lead Sales, Marketing and Customer Service for CenterPoint Energy's Gas and Electric Business Operations across six states. From September 2014 to Present (1 year 4 months) Division Vice President, Customer Service @ Lead CenterPoint Energy Customer Service operations for 5.2 million regulated and non regulated customers including cross- up sell products and services. Lead Credit and Collection for regulated services. Provide strategic planning support around technology improvements (telephony, CRM, CIS, IVR and various digital channels) that increase business efficiency and customer satisfaction. From August 2009 to Present (6 years 5 months) Houston, Texas AreaDirector, National Accounts and Managed Services Customer Care Billing and Order Management @ Responsible for implementing a new top tier client segmented strategy to drive improvement of aftermarket support of IKON’s most valued customers (Fortune 500, Private 50 and Global 100). Responsible for transforming the customer care support model and processes to optimize billing, order and customer onboarding engagement. From November 2005 to August 2009 (3 years 10 months) Director, Six Sigma Process Improvement @ Provide process improvement and business transformation leadership in the areas of; Customer Operations and CRM Data quality. Provide guidance and counsel to Six Sigma Black Belts in the areas of process improvement methods around cycle time, quality, cost, and data quality. From December 2004 to November 2005 (1 year) Director, Customer Interaction Center @ Lead business teams in the areas of customer service, Field Technician dispatch, back office operations, contract administration, reporting, CRM and technology implementations. Exceeded business objectives while maintaining high employee morale and results accountability. From May 2004 to December 2004 (8 months) Business Leader/Multi Site Manager, Call Center Operations @ Provided dynamic strategic and tactical leadership across two business and consumer customer care centers in the areas of training, process improvement, work force management, and staff development. Established multi site standard business policies and practices that enhanced quality and customer satisfaction. Developed innovative employee incentives that enhanced morale, efficiency and performance. Implemented first call resolution program to reduce customer touchpoints and improve satisfaction. From October 2001 to March 2004 (2 years 6 months) Executive Director, Marketing, Customer Service - Supply Chain @ Responsible for the planning, direction and budget administration of customer service and production operations. Negotiated outsourcing agreements with contractors that maintain and improve wholesale profit margins. Established customer focused business practices that increase customer satisfaction through process re-engineering order confirmation, fulfillment, wholesale billing, packaging and cost of goods practices From January 2000 to October 2001 (1 year 10 months) Sr. Manager, Customer Service Operations Planning @ Managed four groups that provided technology, business process, procurement, and financial operations leadership. Ensured business practice consistency customer service processes, facilities management, technical services, CRM, and budget administration. Directed each group in planning and Implementation of strategic initiatives that achieved profit-intense results against departmental and company objectives in customer satisfaction and sales. From October 1998 to January 2000 (1 year 4 months) Group Manager, National Service Delivery Management and Reporting @ Responsible for the start-up of a national service delivery management and improvement team that provided strategic leadership in establishing company-wide policy for consumer and business-to-business metrics, OSS (operational support systems) standards, regulatory compliance, and reporting of timely and profit intense customer order processing and fulfillment. Advocated enhanced service delivery imperatives with service providers in contract negotiations and also in federal and state regulatory hearings and filings. From December 1996 to October 1998 (1 year 11 months) Various Customer Care Roles @ Program Manager, National Resource and Demand Planning, Call Center Manager, Quality Assurance Manager From February 1992 to December 1996 (4 years 11 months)

Certificate, Executive Management and Communication @ Rice University - Jesse H. Jones Graduate School of ManagementCertificate, Accounting and Finance for Non Financial Managers @ Rice University - Jesse H. Jones Graduate School of ManagementBA, Amercan Studies - Minor: Economics @ University of Colorado at Boulder Gregory Knight is skilled in: Six Sigma, Call Center, Supply Chain, Technology Integration, Process Improvement, Strategic Planning, Change Management, Team Building, Operations Management, Leadership, Fulfillment Management, Customer Service, Business Process Improvement, Performance Management, Team Leadership