Building out a product management team across our electricity supply and energy services portfolio of business. Continued oversight of customer digital experience, VoC & CX and customer strategy work.Awarded 2024 Forrester B2B Program of the Year - Product Management Category Selected for NYPA’s 2024 Lead Blue Cohort: A year long competitively selected senior leadership development program. Capstone project: Follow the Money - recommending tools and solutions to help leaders with financial decisions considering financial capacity.

Building out a commercial product management discipline at NYPA while overseeing our CX programs. More to come!

Listening to our customers and driving exceptional customer experiences. We interact in a B2B marketplace selling electricity and energy services to customers in government, C&I, municipal & cooperative and NFP sectors.In 2018 we started the planning for a full customer digital experience transformation. Two years later, we launched a user friendly, robust customer portal to NYPA's electric supply customers with personalized features that they value. Features to date include online billing & payment, online compliance (think Turbotax), access to usage and payment history and important documents in addition to a gateway into NYPA's NY Energy Manager. We also launched a formal Voice of Customer (VoC) program in Q4 of 2019. A year into collecting feedback, we are now setting corporate metrics and activating the feedback we are getting. A part of NYPA Vision 2030 strategy - NYPA will aim to improve customer satisfaction by more than 10%. We are looking forward to deepening our customer insights and feedback mechanism to drive our customers success in the years ahead.Now a part of NYPA's newly formed Marketing & Product Development department - we are working on building and integrating this robust capability at NYPA.

Passionate about improving customer experiences. Building and overseeing the teams that are launching NYPA's Customer Digital Experience (CDEx) and Voice of Customer (VoC) Programs.This role served in a chief of staff capacity to the SVP of Clean Energy Solutions and included all the responsibilities of my previous role such as oversight of the CRM system (Microsoft Dynamics), performance planning, departmental budget and department administrators.

"Putting the customer at the center of our business"* Launched department's program operations function with emphasis on ensuring strategic alignment across NYPA's account management, contracts, power allocation and compliance capabilities* Managing development, implementation and execution of department's strategic plan and key performance indicators, ensuring alignment with NYPA's strategic plan* Overseeing management of NYPA's customer relationship management (CRM) system* Spearheading special projects such as high dollar contract negotiations and customer experience initiatives* Acting as departmental liaison with various departments including: corporate communications (including public relations), regulatory affairs, finance, risk and energy resource management.* Overseeing development and implementation of departmental digital marketing efforts and departmental marketing collateral* Managing departmental program operations and administrative staff

Managed relationships with $1B+ portfolio of governmental accounts in the New York City area. Personally managed accounts spanning public housing, public schooling, mass transit, correctional facilities, and wastewater treatment plants.Served as departmental lead for development of NYPA's 2014-2019 Strategic Plan and was a contributor to the resulting NYPA Customer Energy Solutions Business Plan.Experience including, but not limited to the following: strategic planning, account management planning, customer surveys, rates, tariffs, cost of service, rate design, rate cases, demand response, energy efficiency, renewables, renewable energy credits, billing

Managed application reviews, modeled and proposed recommendation scenarios for over 680MW of power for the launch of new statewide economic development program, providing low cost power to businesses throughout New York State.

Business development and marketing for NYPA's statewide energy services program.

Reported directly to Executive Director of Energy Management supporting all departmental energy projects, specifically the 15 MW Riker's Island Cogeneration Project.

Full-time MBA Honors Student with dual majors in Marketing and FinancePresident of MBA Association, Member of Admissions Committee, Scholarship Recipient

Researched status of energy markets with respect Renewable Portfolio Standards (RPS), Renewable Energy Credits (REC), policy and regulation on national and state levels.

Engineering design and project management for power distribution projects within FPL's Brevard County territory, providing reliable power for commercial and residential customers.Experienced in design with storm hardening considerations and well as in emergency response for distribution systems.

Teaching assistant for two courses: (1) Energy Management, and (2) International Energy Consulting based in Santiago, Chili.

In-depth industrial assessments of eligible plant sites; facilities, services and manufacturing operations involving a thorough examination of potential savings from: (1) energy efficiency improvements, (2) waste minimization and pollution prevention, and (3) productivity improvements.