 Aligned with UK & Europe’s General Data Protection Regulation (GDPR), California, Virginia, Colorado, Connecticut, Utah and other jurisdictional data privacy compliance needs, created the role of Data Protection Officer (DPO) Direct, administer and supervise the Company’s Internal Audit (IA) Department including both internal and external resources, (including the provision of related performance reviews, feedback and coaching) with a focus on departmental and company strategies, objectives and goals, and related projects / programs. Quarterly and annually, document and evaluate the Company’s internal controls over financial reporting (ICFR) in compliance with Sarbanes-Oxley, including those considered ‘operational’ and ‘compliance’ in nature (outside the scope of SOX 404, yet key to management’s operational effectiveness and efficiency) and those relating to the Company’s regulatory environment. Facilitate Company’s risk assessment and review process (including fraud risk), resulting in audit scope, time budgets and approval of audit programs. Coordinate and supervise audits and reviews of selected business units and functional areas of the Company based on risk and magnitude as dictated by industry / governmental regulation.

Direct operations and expense budget of $15 million for customer operations service company (meter operations, customer billing, collections, call centers) with oversight of approximately $5 million in capital improvements annually. Supervise 160 indirect reports with 9 direct reports that manage $900 million in revenues for 3 million customers. Manage three regional call centers handling approximately 1.5 million calls annually covering 600 rate jurisdictions.  Analyzed performance and restructured entire department, resulting in 3% annual decrease expenses Additionally reduced customer call volume by 10% and decreased billing adjustments from 10% to 4% of revenue Developed tools and routines to improve efficiencies and increased quality surrounding business process and technical efficiency, system-wide Recruited, hired, trained, mentored and managed successful teams to align with utility “clients”, maximizing efforts to create a positive co-worker and customer environment Negotiated leases at remote call center locations as well as long-term service provider agreements for Department Lead in successful integration and disposition of 50,000+ customer systems “swap”, including transition of all people, process and technology  Achieved high customer satisfaction across key quantitative and qualitative metrics

Split time between working 'on the floor' at the 5th Avenue location and for the Loss Prevention management team in the corporate office