Steven Kulzer Email & Phone Number

Atlanta Metropolitan Area

Provided leadership and direction for multiple utility weatherization, demand response, and energy efficient programs across the Southeast and Midwest.► Implemented a streamlined inventory control process, technician route optimization tool, administrative process optimization, and data reporting automation to obtain a 50% increase in field office productivity.► Increased client satisfaction resulting in $15M annual portfolio renewal by instilling a data-driven decision-making culture and a framework identifying the most meaningful operational improvement initiatives.► Designed and implemented on-time delivery of complex thermostat direct installation program that met client goals and provided minimal disruption to current operations.► Grew large investor-owned utility energy efficiency and demand response portfolio from $22M to $35M annually through program overdrive, territorial expansion of existing work, and adding electric vehicle programs.► Improved business unit revenue 50% and margin 30% through strategic cost reductions, increased technician productivity, and organizational structure changes. ► Leveraged program innovation team, ensuring implementation model remained competitive and agile with changing market demands and opportunities.► Played an integral role in remediating underperforming DR and EE programs by boosting program enrollment, hiring, and training, aligning staffing capacity with demand forecasts, and instituting processes to achieve favorable program results.► Deployed a new work order management system to enhance the scalability of program operations, improve data accuracy and reporting, and expand future development opportunities.► Collaborated with leaders to design and launch numerous program startups, taking ownership of pre-bid preparation and RFP process, including pricing, staffing, and financial modeling.

Greater Atlanta Area

Led a tier-3 complex case resolution team that provides 24/7/365 support between US-based and international resources to capture internal SLA goals.► Improved business unit performance of case resolution 8% (2017) by identifying process gaps and implementing strategies to expedite case resolutions.► Increased client satisfaction scores 4% (2017) by enhancing the existing QA program, including CSAT monthly reviews with staff, communication tone guide, and enhanced resolution offerings.► Created cross-functional operational group meetings to impact end-to-end client experience, including mapping exercises, process improvement initiatives, and sustainability strategies.

Norcross, Ga

Served as leader of 24/7/365 network operations center and information technology departments, overseeing crisis management, root cause analysis, capacity planning, and project management functions.► Achieved $1.2M (21%) reduction in SG&A expenses by realigning organizational structure, redistributing responsibilities, and negotiating vendor contracts.► Secured an 85% reduction in mistakes and 80% reduction in risks within the operations center by creating a culture of continuous improvement, leveraging lean tools, and establishing an employee qualification program.► Reduced staff turnover 66% by developing a strong team culture, including challenging projects, professional mentoring, and public acknowledgment.► Created library of 60+ SOPs, policies, and standardized forms, ensuring adequate internal controls and maintaining compliance with SaaS/Hosting environment.

Wake Forest, Nc

First member and leader of 24/7/365 Demand Response Network Operations Center monitoring and dispatching back-up generators for customer power outages and/or enrolled in coincident peak and time of use demand response programs. From start-up and through a period of rapid growth, supported requirements gathering and testing efforts of remote monitoring, dispatch and reporting solution. ► Monitored several real time load profiles of generation and transmission companies and determined system load targets to be met before dispatching assets during monthly coincident peaks with a focus on minimizing runtime requirements. ► Provided complete asset management services including demand response dispatch, demand response monitoring, generator testing, fuel monitoring, fuel dispatch, power outage monitoring, power outage reporting, and the installation and ongoing maintenance of remote monitoring solution. ► Hired, trained and mentored a staff of operators and field service technicians.