Driving operational metrics for greater efficiency across the organization, enhancing processes for how Operations works together.

• Assist in developing long-range plans and strategic initiatives that deliver innovative and clean energy solutions to customers.• Makes recommendations about adapting the strategy and business model in response to changes in the business environment.• Contributes to enterprise-wide metrics, ensuring they align to strategic objectives around PGE’s customer value proposition.• Provides data-driven insights to inform overall company strategy and approach to key strategic initiatives in alignment with business outcomes.• Collaborates with business units to consult on execution of strategy.• Responsible for defining and developing tools, models, and frameworks for conducting research and analysis, works with internal and external sources to collect relevant data.• Uses scenarios, corporate signposts, models, and simulations to support strategy and integration

• General Rate Case Witness for the Business Development and Customer Engagement team which includes a portfolio of more than 850 employees, 150 contractors and programs representing more than $7 billion in annual enterprise revenues.• Responsible for facilitating the delivery of high priority projects through process improvement, change and human performance capabilities, and delivering work products that drive overall organizational maturity in alignment with PG&E's near-and-long-term objectives and executive guidance.• Leverages marketing research and customer segmentation analyses to define strategies tailored to the customer experience. • Identifies the appropriate customer audience, their preferred communication channels, and potential customer response benchmarks. • Manage the most complex and unique strategic planning projects that are of highest visibility and impact.• Act as a thought leader applying extensive strategic planning expertise in the development of strategy or resolution to complex issues.• Manage major and complex cross functional strategic planning projects that have broad company implications.• Originate, plan, execute and extract insights from research and data analysis and apply insights across product, marketing, customer and integration strategies.• Works with Senior Management to provide customer insights in decision making regarding customer strategies.• Curiosity about what makes people act and think the way they do – able to find meaningful insights about motivations especially in the area of energy use.• Pragmatic approach to problem solving – able to see alternative strategic routes for a given problem / program / technology • Able to present findings, make recommendations and influence decisions working with Senior Management across functions. • Delightfully coaches and mentors employees to help drive professional happiness.

• Oversees all strategic and operational aspects of the Small and Medium Business (SMB) customer experience which includes over 300,000 customer accounts, 2.4 billion in revenue, across a 70,000 square mile service territory. • Leads a team of 50 employees that includes; cross functional subject matter experts, business process experts, account managers and leadership positions that work to deliver PG&E’s value proposition to our business customers. • Develop and execute short and long-term plans within the resource requirements (internal employee, external partner and digital self-service tools) and budget to meet department goals and objectives including cost savings, customer service, employee/customer engagement, time/territory management and safety.

• Appointed by senior leadership team to lead the Company’s new programs and products to improve the customer experience during de-energization events. Responsibilities include setting program vision and strategic direction, program design and implementation, marketing and communications, channel partner creation, and financial and data analytics. • Developed vision for, set scope of, and launched 6 new customer programs to improve customer experience, and address short and long-term implications of frequent de-energization events. • Created and negotiated partnership opportunities with technology vendors (e.g., Google), service providers (e.g., Engie), and channel partners (e.g., Home Depot) to expand reach of customer offerings.

• Managed a team of 35 account/sales managers across PG&E territory to serve the unique needs of the customers in a given sector. Team serves over 5,000 assigned customers and 250,000 small and micro customers. Experience managing large and national accounts. • Monitored product and sales performance and spearheads product and program improvements for portfolio optimization. • Worked to engage stakeholders across the organization including executives, engineers, marketing and external stakeholders. • Managed product and services promotion by targeting customer segments using analytics, forecasts and customer management systems. Leads, supports and coordinates product launches. • Worked on Targeted Demand Side Management program to have customer-side programs integrated into a least cost planning framework to support distribution system reliability.

• Managed a cross functional Division Leadership Team identifying opportunities for process improvement and customer satisfaction. Departments include electric and gas distribution, vegetation management, public affairs, substation and multiple lines of business. • Led collaboration at the local level to ensure PG&E is providing safe, reliable and affordable gas and electric service.• Delivered PG&E’s programs and services, achieving energy savings goals, and resolving complex gas and electric service issues. • Internal advocate for customers and communities while driving continuous improvement.• Monitored expenditures to ensure compliance with operational budget.

• Led and executed special projects, initiatives, research and studies for the Vice President and Sr. Director with a critical focus on strategic initiatives to drive improved performance and operational improvements.• Provided support to the Senior Leadership Team to ensure that leadership attention and focus is on the most important areas for the success.• Collaborated with the Customer Care Chief of Staff office to meet reporting and operational requirements on a timely basis.• Provided support to the Vice President for various company committees including the Board of Director and governance committees. • Coordinated with Media Relations and Internal Communications teams to develop talking points and presentation materials for Vice President.

• Supported five National Disaster Response efforts as lead staff for the National American Red Cross. • Managed, supervised, and trained over 300 Response Center volunteers for the National American Red Cross Call Centers in support of Hurricane Katrina. • Worked closely with local governments, businesses, and other charitable & social services agencies in preparedness and emergency services planning. • Spokesperson for the American Red Cross promoting its services to the press, local agencies, and the community. • Interfaced with Board of Directors and major stakeholders to communicate change and implementation. • Developed and managed aquatics program nationally recognized for “Best Practices” in marketing and community initiatives.• Raised money and provided support for the International Measles Initiative, refugee resettling programs and Heifer International.

• Managed and supervised 300 Response Center Volunteers in 1 of the 12 American Red Cross Response Call Center operations in the country.• West Coast Welfare Information Manager for the American Red Cross Disaster Services Human Resources System. • Served on national task force to design Response center training and operational guidance. • Spent two tours of duty at the National Call Center, Falls Church, Virginia during Hurricanes of 2004. • Coordinated and trained over 300 Response Center Network volunteers for national call center in support of Hurricane Katrina. • Supported development of national “Safe and Well” website for the American Red cross Family Links program.

• Assisted with the development and monitoring of preparedness related expense and revenue budget of $1.2 million. • Coordinated training for Preparedness Department where over 82,000 participants learned CPR, First Aid, Disaster Preparedness, and Aquatics training. • Managed and provided technical guidance of over 1,500 volunteer instructors in the greater San Diego area. • Managed design of multi-media projects for department including Power Point presentations, chapter support collateral, and oversight of web design and function.• Supervised departmental staff of 15 and oversaw supervision of 30 per-diem staff.. • Increased chapter leadership volunteers by 100% in 2 years.