Coaching and developing eight employees, where their primary role is receiving and resolving escalated customer complaints, from various external stakeholders, (Illinois Commerce Commission (ICC), Better Business Bureau (BBB), Illinois Attorney General (AG) & Citizen Utility Board (CUB).• Maintaining 100% regulatory compliance two years running for Customer Relations key performance indicator (KPI) metric.• Collaborating with internal work groups on process improvements that have contributed to a reduction in the Customer Relations overall incoming complaint volume year over year. • Responsible for managing a $15M, O&M and capital budget allotment to ensure monthly favorability.• Led and created various financial assistance programs geared for all low/moderate income (LMI) customers. • Track, analyze, & provide multiple monthly data inputs to the KPI tool for senior leadership reporting.• Strong working knowledge of Illinois Commerce Commission Public Utilities Act.

Lead investigation and management of Illinois Commerce Commission formal complaint process, evaluating each complaint to ensure compliance with regulations related to Part 280, Part 460, and Part 465. Interface with the Illinois Commerce Commission, Attorney General’s office and other external stakeholders on complex customer issues.• Successfully defended Formal Complaints with a combined total of over $500,000 at stake by effectively assessing legal and other risks, preparing for and winning evidentiary hearings, and securing beneficial settlement offers. • Reduce company exposure to legal risk by investigating and resolving customer complaints before they are formally filed at the Illinois Commerce Commission and decreasing the number of cases filed against ComEd year over year.• Testified as the corporate representative in a deposition for a high-profile Formal Complaint case. • Secured $250,000 settlement between ICC, ComEd and contractor to resolve nearly 40 active JULIE cases.• Ensure compliance with Illinois Commerce Commission requests by coordinating more than 30 information requests, accident investigation and Commission engineering inquires on a yearly basis.

Provided swift resolution to customer alternate supplier questions & worked with multiple departments to solve issues. Served as liaison between ComEd and over 80 Alternate Retail Electric Suppliers (ARES) on all issues related to Part 410. • Assured compliance with Part 410 by processing hundreds of daily requests to rescind service with their new ARES. • Aided hundreds of cities, counties & townships in developing their municipal aggregation program by gathering customer data for each municipality and establishing a running program.• Kept customer service representatives informed of all the up-to-date information related to ARES by presenting at their all-hands meeting, creating training documents and sending email alerts.

Exhibited sense of urgency in a busy call center environment and resolved multifaceted issues related to Title 83 and the Public Utilities Act. • Provided premier customer service by demonstrating outstanding problem solving & active listening skills. • Won customer loyalty in both residential & business call types by diffusing difficult customer situations with tact and ease and ensuring a resolution for the customer.

Provide subject matter expertise to lead, plan and manage Command-and-Control and terminal execution of Air, Space and Cyber operations in direct support of land component forces.• Enhanced Army training objectives during yearly warfighter exercises by processing hundreds of air requests and dynamically re-tasking aircraft to new locations.• Maintain high level of training using advanced technologies and weapon systems by coordinating tactical air strikes using lethal and non-lethal fires in close proximity to friendly forces.

Advised ground commanders on the appropriate use of Air, Space and Cyber power; established and maintained command and control of air support missions.