Managed team of analysts responsible for monitoring Federal Energy Regulatory Commission (FERC) activities, analyzing impact to company, coordinating policy positions, and managing FERC filings. For a time, also managed analysts responsible for transmission pricing. Developed advocacy strategies on regulatory initiatives, including regional and interregional transmission planning, competitive bidding, transmission incentives, return on equity policy, and reliability policy. Led internal process improvement effort to standardize policy advocacy process. Engaged with industry groups to further company’s advocacy efforts, including Edison Electric Institute (EEI), Americans for a Clean Energy Grid (ACEG), and other utilities. Regularly engaged legal team on timely policy- and compliance-related regulatory filings. Advocated positions in front of regulators and legislative staff and provided regulatory updates to customers. Spoke on industry panels and featured on industry podcasts. Wrote comments for rulemakings. Provided reports to executives on policy initiatives, including talking points and other prep materials for board and investor meetings. Active corporate citizen: led group developing community engagement for company’s inclusion and diversity initiative; co-founded and co-led LGBTQ+ employee resource group; regulatory representative for corporate enterprise risk management process; board member of corporate Toastmasters club.

Monitored FERC open meetings and provided summaries of Orders. Maintained knowledge of Order 1000 compliance in various RTO/ISO regions, creating matrix to track status and serving as company SME. Supported development efforts by researching business practices and representing company in CAISO, MISO, and NYISO regions. Obtained qualified bidder status for company in NYISO and requalification in MISO. Coordinated effort to integrate company into PJM as a transmission owner. Researched state utility policies to inform potential M&A activity. Developed advocacy strategies and prepared stakeholder comments with input from company SMEs on various competitive development and interregional planning topics. Coordinated comments on regulatory filings and NOPRs. Made presentations on industry regulatory topics at stakeholder and EEI meetings.

Performed economic analysis of rate change requests submitted by telecommunications and electric utilities to the Public Utilities Commission of Texas (PUCT). Submitted written and oral testimony in the cases that were litigated. My team saved residential and small commercial ratepayers $176 million over a three-year period through our participation in these cases.Wrote policy papers on issues affecting the telecommunications and electric industries that were submitted to agencies including the PUCT and Federal Communications Commission.Served as a resource witness (subject matter expert) on electric and telecommunications industry topics during hearings held by the Texas Legislature.Assisted the agency’s government relations team by interacting with legislative staff, state regulators, public utilities, and other consumer advocates to advance policy positions beneficial to the residential and small commercial consumer.Represented the agency on the Telecommunications Committee and Tax and Accounting Committee of the National Association of State Utility Consumer Advocates (NASUCA). Helped develop the policy positions that guide the organization’s advocacy strategies.

Wrote and delivered lectures, homework, and exams for introductory economics courses. Delivered classes in both lecture and online formats to college students and early-start high school students. Received student evaluations that consistently exceeded department averages.

Served as lead surveyor for research related to the cost of healthcare and workers' compensation. Piloted and revised the survey instrument, and upon receipt of external funding, trained a team of 10 surveyors and maintained survey quality control. Tracked project completion and reported status to the Executive Director.

Wrote service orders to transition customers’ telecommunications networks from other service providers to Telepacific, including voice and Internet services.Extensively researched customers’ network designs and consulted with customers face-to-face and bytelephone to ensure that the new design was implemented with no loss of functionality.

Managed 110 accounts responsible for $1.5 million in yearly revenue.Renewed expired contracts, sold additional telecommunications products, and designed new services. Managed customers’ service orders through the system to ensure that tight deadlines were met. Researched and corrected billing errors. Conducted on-site training for customers related to phone features and billing.Achieved a customer retention rate of 94 percent, exceeding industry benchmarks.

Delivered training seminars to employees and external customers. Taught courses on time management, project management, customer service, and telecommunications fundamentals. A list of programs I am certified to facilitate is available upon request.Student evaluations averaged 4.9 on a five-point scale for “Quality of Instruction.”Wrote a contract for $800,000 in training funds from California’s Employment Training Panel. Upon receiving funding, worked with state auditors to ensure funds were used within program guidelines.

Provided management consulting services, including assessments of the organizational impact of new product launches; wrote job aids, troubleshooting work flows, and call center scripts.Served on a campaign that redesigned order processes to reduce installation time and increase quality. Interviewed team members to document processes and collaborated on creative approaches for improvement.Led a team responsible for testing recommended process improvements, including the planning, implementation, and testing of an automated order processing system. Average install time was reduced from 75 to 27 days.Certified in Six Sigma Quality Principles with a score of 98 percent.

Developed a new order processing department, including all processes, procedures, and metrics.Managed a 30-person team responsible for the project management of telecommunication system installations, including PBX services, Internet access, and services resold from the incumbent local carrier. Team members also maintained the databases for directory listings, 911, and local number portability.Responsible for department budgeting and recruitment, as well as reporting order-to-install and installation quality statistics to the executive team.Worked in the call center from 1998 to 1999, achieving company-wide recognition for “Outstanding Customer Service” and “Top Inside Sales Performer” in 1999.