• Effectively resolve escalated customer inquiries, complaints, or requests while balancing customer satisfaction with company policies and procedures through SCE resources.• Skillfully maintain several spreadsheets shared with Senior Management to track the completion of escalated call inquires, customer billing issues and customer outreach efforts by ensuring completion of inquires.• Identify trends and gaps in training, and/or ENA knowledge, skills, and abilities through gathering, analyzing, and documenting data to present recommendations for improvement to consumer affairs, senior and principal managers.• Serve as a point of contact for Energy Advisors in the CCC by providing feedback, guidance, and answering questions to issues pertaining to escalated call resolution, technical feedback, and functional direction on policies and procedures.• Collaborate and build interpersonal relationships across different departments in the organization to streamline communication and help grow the collaborative organizational culture.• Serve as the liaison between SCE (Southern California Edison) and state and governmental agencies by resolving public disputes in a timely and effective manner on matters involving customer proprietary information, planning inquires, consumer affairs, claims, escalated issues, and analytical support.• Conduct research and assisting SCE’s customer billing organization with correcting accounts incorrectly enrolled into CSV billing (summary bill sent electronic) for ineligible accounts.• Efficaciously complete scheduling and maintain our team calendar by scheduling other operations leads for trainings and forum coverage, while ensuring there are no gaps in other aspects of the operations lead role. • Compile the weekend schedule displaying call center operations coverage for departments throughout the call center in a timely manner to ensure point of contact visibility.

● Planned and executed successful events including, but not limited to: Health and Safety Fairs, Culture Project Roll Outs, and other Grassroots Safety Events.● Conducted reports on operating procedures, space utilization, and equipment usage.● Reviewed budget expenditures throughout the year for safety implementation measures.● Increased awareness in the customer call center on a grassroots level to achieve an injury-free workplace.● Recognized employees for their accomplishments in safety through award recognitions and safety luncheons.● Devised plan proposals for hazard and incident prevention.● Compiled tabulated reports utilizing database management with high level attention to detail.● Conducted weekly safety observations through the customer call center.

● Interfaced effectively and collaborated with internal and external clients, peers, management, and other organizational units as a result of strong interpersonal skills.● Interacted with customers over the phone in a fast-paced working environment while remaining calm and focused.● Used technical skills to calculate bill components and assist customers with billing statement education.● Issued orders to dispatch field service representatives to address hazardous and emergency field issues.● Commended for achieving the highest level of customer service excellence by being recognized as part of the top 2% of all customer call center Energy Advisors at the 2017 SCE Customer Champion recognition event.● Supported peers by double jacking with them and providing helpful tips to improve and strive to excel in relation to metrics consisting of: Real Time Adherence, Average Handle Time, Availability, After Call Survey, and Quality Assurance.● Maintained the opportunity to participate in the Work at Home program for maintaining consistently high performance since 2018.● Adapted and embraced change with a cheerful outlook.

● Conducted preliminary research through content analysis of random samples of local news stories published in the Los Angeles area● Analyzed data and composed excel spreadsheets containing data gathered through statistical databases● Supported strategy making decision by provision of up-to-date data sets● Collaborated with faculty and peers to devise operationalized definitions for codebooks● Translated statistical information into code and transferred on to internal database

● Facilitated and efficiently processed transactions within a busy, fast paced retail wireless environment ● Audited business accounts based on customer needs and recommended cost-effective solutions● Established rapport with customers and maintained relationships through exemplary service and empowerment● Leading sales performer within the district● Interacted with customers and ensured quality service was provided ● Conducted outbound calls to potential and existing customers as well as handling and securing confidential information● Generated contract agreements and clearly illustrated expectations ● Assembled pivot tables and pie charts via Excel to provide a visual representation of revenue generation on a weekly basis

● Competitively marketed advantages of products being sold in comparison to competitorsReliably administered cash handling operations● Ethically operated and secured the business’ product inventory● Assisted customers with inquiries pertaining to troubleshooting devices and completed equipment data transfers● Surpassed organizational goals by meeting metrics and surpassing quotas