Lev Iov Email & Phone Number

Bellevue, Washington, United States

Lead projects critical to IT security compliance audits and directives from DOE, DHS/TSA, and state regulators. One of only two senior program managers in charge of ensuring compliance with newly issued TSA cybersecurity requirements. Earned Certification in Project Management.• Duties included: Evaluating and testing new information security protocols, upholding strict standards of risk and compliance, serving as trusted advisor in security compliance controls, determining causes of security violations, and implementing corrective actions.• Began by establishing 30, 60, 90, 180, and 365-day milestones. Continued on to determine key players and assumed responsibility for 60 – 100 cross-functional team players across multiple sites. • Collaborated closely with operational technology personnel, IT groups, and vendors – and held all accountable for meeting deadlines, providing data, and compiling reports.• Created a dashboard using PowerBI for IT Managers to improve tracking and data visualization.• Fully mapped out department onboarding utilizing business process notation (BPN) and implemented full standardization / documentation for future hires. Mapped in Visio.

Bothell, Washington, United States

Charged with identifying and implementing enterprise-wide process improvements, program management change, and full lifecycle project management – all with the goal of meeting business needs and improving operations/profitability. Awarded Six Sigma Green Belt.• Identified a huge performance gap with 3rd party vendor, Data Raker. Found only 25% accuracy with catching meter sync malfunctions and led a series of incremental changes to successfully increase accuracy to 80%. o Brought the solution in-house and saved $1M/year after leading a 25-member cross-functional team in beta testing new Meter Analytic Solution (MAS). o Recovered an additional $500K/year in meter-related revenue.• Dramatically tightened processes and performance delivery while leading the Performance Quality Optimization Project. Impacted all 30 members of the department, gave management improved visibility, and streamlined departmental data transfer. o Simplified data reporting processes specific to WUTC’s reporting requirements and saved time.• Led a collaboration and fully documented the meter mix process for the 1st time. Worked with multiple groups to simplify procedures and drove down escalations. Produced an associated lift in customer experience. • Mentored a junior Business Analyst and developed her analytics skills in Tableau/MS tools. Successfully helped her attain promotion.• Worked on a group project with 10 Quality Assurance Agents to mitigate incoming calls regarding major projects. Identified a gap in resources and designed a portal with FAQs. Successfully decreased inappropriately routed calls.

Bellevue, Wa

Analyze, forecast, and track customer care business performance in support of KPIs and real-time operations. Improve processes, find performance gaps, and create a foundation based on analytics for over 150 Customer Care Agents and 20 Performance Billing employees. Perform statistical, financial and operational studies to support business decisions. Use sophisticated analytics and statistical methods to study and analyze available data and to determine trends, root cause, metrics, leading and lagging indicators. Resolve UTC billing issues. Manage SOX compliance across the department including auditing, analyzing and reporting directly to Compliance officer. – Spearheaded Automation: Lead projects to automate business processes starting from inception to completion including RITM, BRDs, & UAT. – Process Improvements: Uncovered a key service failure with meter mix errors. Documented end-to-end procedures for corrections and formalized a process that used to take months to fix. Saved up to 30 minutes per fix – ensured communication between departments and rolled out a fully automated tool to decrease errors. – Fraud Reduction: Led the Red Flag Project to resolve up to 300 instances of criminal fraud per month. Identified and began working with a vendor to streamline resolution for customers and after training agents, increased compliance with the fraud cessation process from 84% to 97%.– SOX & Financial Protocols: Managed 8 key controls and drove critical compliance components. User Access Reviews (driving reduction in agent errors). Universal meter reading schedule (annual plan created with accurate data aligned with customer bills). Monitored high value invoices of over $30K. Tracked the refund queue with automated SAP controls which varied based on amount ($5K for CSR I to $750K for VP). Reviewed user access for the billing performance group (quarterly). Conducted rate audits (selected on a randomized basis).

Bellevue, Washington

Supervise, train, & mentor a group of Energy Advisors Subject Matter Expert in key efficiency programsCreate and implement strategies for inter-department & vendor education for cross programsCollaborate with partnering companies on strategies in regards to renewable programs including all stages in communication

Bellevue, Washington, United States

Responded to residential and commercial customer emails / calls related to gas and electric appliance operating cost, energy saving measures and structure heat loss. Troubleshoot bill inquiries, energy-related moisture, ventilation and specialty product questions. Informed, created awareness, and educated customers on energy efficiency and renewable energy programs. – Subject Matter Expert: Represented PSE on a panel presentation at Western WA University and built a reputation for strong interpersonal skills, exceptional oral and written communication skills, diplomacy, ethics, integrity and attention to detail. – Customer Experience: Successfully resolved up to 167 calls in a single day in addition to

Managed Shipping and Receiving department.Dealt personally with distributors across the US, resolving customer billing issues.Administered rearranging warehouse for better efficiency.Worked diligently to see a small business expand exponentially.

Bachelor'S Degree, Communication, General

Associate Of Arts And Sciences (A.A.S.)