Managing a new Customer Satisfaction business unit to lead a suite of high priority customer centric program and process improvement initiatives. This team initiates and manages projects that will address the outstanding needs of our customers and alleviate pain points driving measureable improvement in customer satisfaction with PSEG Long Island.•​Utilize a combination of research and data analysis to create practical and customer friendly products, processes and solutions.•​Initiate, plan, execute, monitor, control and close high priority high customer satisfaction projects.•​Manage internal projects with multiple inter-departmental dependencies and cross-functional teams.Initiatives include customer centric culture change, home energy management programs, and rates and pricing plan modernization.

Initiated, led and continuously improved a new Customer Intelligence business unit to deliver strategic and tactical guidance to PSEG Long Island leadership to enhance the customer experience. Prioritized program and process improvement initiatives resulting in the transformation of the traditional utility to a modern customer centric electric service provider. Managed a team of highly skilled and experienced analysts that worked with departments throughout the company to identify key business problems, determine availability of data, and propose intelligence-based solutions. The team conducted primary and secondary research, identified lessons learned and industry best practices, and analyzed data to gain new insights into the customer experience.Our vision is to become a “top quartile” service provider to all residential and business customers by making substantial improvements in every facet of customer satisfaction, ever year. Since beginning operations in 2014, JD Power Residential Electric customer satisfaction surveys have placed PSEG Long Island as the most improved large electric service provider in the nation.

Managed LIPA’s Energy Star Sustained Excellence award winning Residential Energy Efficiency programs by collaborating with contractors to create, plan, develop, implement, and continuously improve diverse customer oriented efficiency services.Developed advertising, marketing, contractor training and customer education to increase demand for energy efficiency in support of LIPA's Efficiency Long Island (ELI) program. Services included comprehensive energy audits & home weatherization improvements (Home Performance w/Energy Star), heating/ventilation/air conditioning quality installation (Cool Homes), Energy Star Labeled new home construction, low income Residential Energy Affordability Partnership (REAP) and Energy Efficient Products provided to customers through a combination of direct install services, customer rebates and upstream incentives. ELI is a 10 year, nearly $1 billion program, designed to reduce customer’s energy use and eliminate the need for building an additional power plant by saving 520MW of generation capacity through efficiency.In March LIPA received the 2013 ENERGY STAR Partner of the Year - Sustained Excellence Award from the U. S. Environmental Protection Agency in recognition of our continued leadership and achievements in energy efficiency. This prestigious award is given to select organizations that have exhibited outstanding leadership year after year in energy efficiency. While we have been recognized multiple times by ENERGY STAR and the EPA for our efficiency programs, this is the first time we have received the highly coveted Sustained Excellence Award.http://www.lipower.org/newscenter/pr/2013/030513-excellence.html

Ensured financial, accounting, and compliance processes and procedures were established, communicated, implemented, monitored and reported for the development and implementation of the $145,000,000+ annual budget for the Environmental Affairs, Efficiency and Renewable Energy Departments.Developed processes and procedures to comply with federal grant standards and met reporting requirements for ~$20,000,000 in awards.

Directed multidisciplinary teams to manage all aspects of Long Island’s landscape scale forest and grassland habitat restoration program. Developed and executed strategic and tactical plans focused on interagency collaboration, financing, communication, marketing, staff development and conservation. Managed an interagency team to monitor fuels and mitigate the risks of high intensity wildfire in the Central Pine Barrens and the Montauk peninsula.

Created partnerships, collected and analyzed data, developed comprehensive land management plans, and provided subject matter expertise in forestry, wildfire hazard mitigation, and ecosystem restoration.

Developed strategic and tactical plans for hazard mitigation, wildfire suppression and insect pest management by coordinating with federal, state, county, and local officials. Adjusted county building codes and land use planning requirements. Managed the planning, inventory, monitoring, and implementation of all forest management activities on Denver Mountain Park property.