- Manage the Meter Services and Customer Call Center reporting and analytical resources to develop and distribute over 180 routine reports, ad hoc reports, and data for regulatory and operational needs.- Produce routine reports for operational goals and Key Performance Indicators (KPIs)- Assisted in the transition after organization support groups were centralized at division level.- Key partner in the implementation of the new DASH reporting tool for the call center to track phone rep performance and reduce dozens of existing reports.- Cross-trained analysts to instill increased flexibility, support, and teamwork. - Developed new tools to be used for CSOD Operational Reviews and Operational Analysis for the purpose of informing leaders about current state of operations and potential improvements for the division.

- Managed the reporting group for Meter Services Organization (MSO) which provided analytics support to the organization, coordinated SOX for MSO, fulfilled General Rate Case and other regulatory data requests, ran over 100 routine reports, and designed new reports, databases, queries, and dashboards.- Developed a new organizational Executive Summary report with improved charts & tables containing operational information on the key areas of the organization.- Led team to move away from legacy Excel-macro reports to enhanced workbooks, databases and dashboards with refresh capabilities for end users and automated delivery.

- Managed Revenue Services Organization (RSO) Facilities which included developing short term space planning for groups and long term space planning for organization, furniture additions & reconfigurations, on/off boarding of computers and peripherals, installing and maintaining office equipment, overseeing requested relocations, providing ergo equipment and adjustments, requesting building maintenance, maintaining office supplies, lock & key changes; maintaining air conditioning equipment and levels, building lighting, cleaning services, as well as security oversight. - RSO project manager for the Rancho Cucamonga Regional Office construction of the 2nd floor and coordinated the moves of over 200 employees while construction was being conducted.- Managed RSO Communications resources and process ensuring the development and dissemination of information across the organization. Services provided included creating status reports, employee communications in electronic and print media, communication plans for major initiatives, feedback surveys, and created content for digital screens at RSO locations.- Implemented installation of over 25 digital screens (Symon Screens) at all RSO locations.- Oversight of other support services such as deploying wide-scale software upgrades including Microsoft Office, Lotus Connections, and Windows 7.- Emergency Response Coordinator for CSBU Covina, with responsibility of preparing employees for emergencies, training life safety coordinators, and maintaining emergency survival supplies.

- Managed the RSO Non-regulatory Projects support team which served as the resource pool for organizational projects, cross-functional initiatives, and for overall support of the department.- Facilitated the enhancement and maintenance of a project portfolio and resource tracking database which helped to contain information for all of the group’s projects.- Developed a process for requesting project management and analyst resources, a method for assigning project managers to new project requests, and process with tools to receive frequent performance feedback from project managers.- Implemented an employee development program which focused on improving the RSO business knowledge of employees, as well as their skills in the areas of project management and analysis.- Developed project toolkit that contained various templates as well as overview documents explaining the use of the tools, to leverage and apply for the department’s projects.

- Supervised over a dozen employees in the Active Collections team which mitigated write-off by negotiating deposit requests, bill disputes, and other credit related issues with external customers and internal stakeholders.- Developed new tracking tools and performance reports for the improvement of the team.- Supervised the Financial Analysis and Revenue Assurance teams to monitor publicly traded companies, determine need for financial security, and negotiate the terms of collections.

- Developed the analysis and executive summary of resource and operational impacts for the Enterprise Resource Planning (ERP) Impact Analysis for Transmision and Distribution Business Unit (TDBU). - Key member of new Project Management Office in TDBU for over a dozen capital projects which included project management training and guidance to initiative teams.

- Managed a multi-business unit team through process improvements while implementing the Customer Outage Communication Optimization (COCO) project.- Trained and mentored 3 analysts to develop their skills and abilities for future assignments and career advancement while also teaching a new project management methodology.

- Assisted in the development of process improvements with emphasis on customer satisfaction related to credit related issues such as deposit requests, bill disputes, and customer credit scores.- Managed numerous system related projects and quick wins at one time while leading a large cross-functional team through several initiatives focused on the Turn-On/Turn-Off process.

- Led dozens of subject matter experts throughout SCE to develop testimony and financial justification for the CSBU volumes of 2003 General Rate Case which led to the successful increase of Other Operating Revenue (OORs) by over $15 million annually.- Led cross-division team through nation-wide benchmarking efforts with AGA/EEI and came up with efficiency and accuracy improvements for utility members.

- Implemented initiative which reduced annual Authorized Payment Agency vendor expenses by over $2 million.- Led the development of a cost-benefit analysis for the outsourcing of SCE’s call center credit calls to a vendor outside California for reduced operational expenses.

Developed over a dozen multi-million dollar business cases and pricing models within two years for SCE to provide customer services to other utilities throughout California.