PAIGE SWOFFORD

PAIGE SWOFFORD

Career Interests

Electric Utilities, Renewable Energy Development, Demand Management (Energy Efficiency, Demand Response), Strategy Development
Employment Sought:
Internships

Education

DUKE UNIVERSITY
The Fuqua School of Business, Master of Business Administration
Douglas K. Bratton Scholarship Recipient, Co-President of MEM/MBA Club, Duke 2016 Energy Conference Panel Lead, Fuqua Client Consulting Practicum (Pacific Gas & Electric)

The Nicholas School of the Environment, Master of Environmental Management
Energy and the Environment Concentration, Merit-Based Scholarship Recipient
Applicable Courses: Markets for Electric Power, Modeling for Energy Systems, Energy Economics & Policy

UNIVERSITY OF NORTH CAROLINA AT CHAPEL HILL
Kenan-Flagler Business School, Bachelor of Science in Business Administration 
Dean’s List 8 semesters; graduated with Highest Distinction

Professional Experience

NATIONAL GRID, New Energy Solutions; Waltham, MA
Investor-owned energy utility providing gas and electric distribution services in the Northeastern US
Solutions Delivery Intern
• Completed statistical analysis comparing differences in energy usage of residential solar customers on time-of-use rates versus flat rate structures
• Analyzed New England regional system demand and identified the need to update demand forecasts based on recent data trends
• Presented findings to key stakeholders and identified takeaways requiring further analysis

BANK OF AMERICA; Charlotte, NC, Raleigh, NC
Vice President, Product Manager; Home Equity Product Strategy
• Designed and executed loss mitigation programs for multi-million-dollar home equity portfolio to assist customers with managing significant payment increases 
• Led cross-functional, multi-regional team of 20+ internal and vendor partners to design and pilot a program to provide financial education to customers; launched pilot in less than 6 months
• Achieved greater than 95% customer satisfaction ratings for financial education program, leading to full implementation of pilot program
• Launched an educational outreach campaign to high-risk customers to encourage early loan repayment, reaching more than 20,000 customers per month

Assistant Vice President, Product Consultant; Home Equity Product Strategy
• Created and trained a specialized customer service team of 25 associates across 2 sites to retain customer relationships; improved account retention by 20%
• Identified reporting gaps, built detailed reporting requirements and developed training to improve associate procedure accuracy from less than 50% to more than 90%
• Expanded the account population eligible for retention efforts by 74% by evaluating and presenting risk-benefit tradeoffs to risk management partners

Officer, Operations Management Analyst Rotational Program
• Drove accelerated implementation of a calling survey to research customer attrition; analyzed results to drive development of account retention strategy
• Reduced customer impact errors by 40% in 18 cash vaults through an error reduction initiative
• Standardized the error reporting template for all cash vaults nationwide, enabling executive leaders to compare performance across sites

Other Experience

Member, Junior League, Charlotte, NC; Raleigh, NC
Volunteer 40+ hours annually with community partners. August 2012 - May 2015

Volunteer CoachCharlotte Youth Rowing, Charlotte, NC
Coached 2 weekly practices for YMCA high school rowing team. Coordinated with coaching team to plan and execute weekly training, fundraisers, and race travel. August 2011 - February 2014.

Coach/TeacherCoach for College, Hoa An, Vietnam
Designed and taught academic and sports lessons and leadership activities for 7th grade students. Led a cross-cultural team of coaches in the classroom and in lesson planning. July 2009. 

Additional Information

Community Involvement: Junior League of Charlotte; Charlotte Youth Rowing; Coach for College (Vietnam, 2009) 
Activities and Interests: rowing (UNC Varsity Rowing, 2007-2009), travelling, photography, reading
 

Skills

business development
cost-benefit analysis
energy efficiency
program management
project management

Graduation Date

May 2018

Preferred Location

Mid-Atlantic
Northeast
Southeast
West

Preferred Sector

Business / Industry
Consulting