Analyst with fifteen years of extensive experience with Customer Service orientation. Proficiencies include building access databases, document control, conversions and analysis.
Computer program proficiency with MS Office:
Operational program proficiency:
•Web-Ex Meeting Manager
•People Soft Peregrine
•Type 70-80 wpm
•Billing Inquiry specialist
•Monitor and manage multiple databases (Quality Management Systems database Compliance Policies database and Process Assessment Review database) to keep track of all document inventory and organizational purposes.
•Manage and maintain multiple document libraries in Lotus Notes (Compliance Team Room Compliance Document Library Quality Management Systems Library) to keep track of all document inventory and organizational purposes.
•Organize arrange prepare and lead Compliance staff meetings Web-Ex sessions Same-time Connection meetings and conference calls to prepare for future leadership career position in my career journey.
•Used Excel to create Work Instruction Tracking Log for QMS when the project was initiated with Compliance to track the stage of each process as it matured.
•Establish teach and communicate best practices to peers and departmental leads for knowledge share and transfer.
•Organize prepare and present recommendations based analysis of analytical documentation to Senior Management and or internal and external sources to provide relative insight.
•Maintain the Policy Key Numbering System Log and distribute Policy numbers for all new Policies Procedures Guidelines and Principles written and or revised for the Meter Services Organization (MSO) for efficiency or organization.
•Planned and executed building the Quality Management Systems (QMS) Access database for a more streamline and user friendly tool.
•Prior to QMS database maintained data from Excel Created Pivot Tables and Charts of Work Instruction Packages (WIP) at Quality Managers request for report status.
•Create document numbering for Process Assessment Review (PAR) documents manage the PARs database with updates and extension requests and distribute PARs numbering and Adobe PDF portfolio documentations to the responsible Managers and issue reminder notifications of late PARs action due.
•Gatekeeper of Lotus Notes mailboxes for: General Rate Case (GRC) MSO Compliance Quality Management
Review Safety Ace Tracking and Training and Delivery Lotus Notes in-boxes. Maintain and manage all emails email file folders in in-box and distribute emails and documentation to Technical Specialist Technical Writers and Analysts for appropriate handling.
•Create bi-weekly and monthly PAR reports and send to the Quality Manager and high-level Managers for review.
•Manage PARs process from beginning to end and conduct analysis to address late PARs which led to Quality Manager being informed about the stage of the PAR process.
•Act as a direct point of contact to the Communications Specialists when posting new or revised documents to Portal.
•Responsible for creating communication notifications to send to Senior Leadership Managers and Supervisors relating to new Reports Policies Procedures Guidelines or Principles that are available on Portal.
•Responsible for all document conversions from Word to Adobe PDF to make the PDF documents user-friendly interactive fill-able forms.
•Modify update and distribute the Standards of Performance (SOP) addendums Core documentation SOP Reference Manual to Managers of the Meter Service to support the annual roll-out.
•Create and maintain procedural communications and policy formatting to distribute to affected business segments and post to Portal to communicate changes and or updates and created an Index of MSO Policies Guidelines and Procedures as a Manager tool.
•Perform routine activities and monitor task assignments in support of Field Services such as running reports in SAP for analysis and creating a Call-Out Log Manager in Excel and an Adobe PDF interactive form upon the request of a Field Supervisor to stream-line the Administrative Assistants process.
•Provide support to Regional Manager Project Managers Technical Specialists Analysts and other staff to ensure organizational and departmental goals are met.
•Maintained the Supervisors Desk Reference by updating all documentation and managing the review process of the various sections of the desk reference for accuracy and current data share.
•Gatekeeper of MSO Server Files for Compliance and Document Management (C D&M) and QMS Server Files to maintain organization and internal control.
•Managed GRC database project logging GRC lotus note documentation for document management and managed Federal Energy Regulatory Commission (FERC) accounts budgeting for department Manager and tracking.
•Conducted analysis to address any issues that occurred that may require research pertaining to GRC testimony which could have the potential of being a positive or negative outcome for SCE.
•Log Personnel Qualification Standards (PQS) in SAP to update HR Personnel qualifications in the system for accuracy.
•Use SAP to order supplies and process payments via SAP order processing.
•Track and report data create and edit and generate reports presentations from business applications/databases for manager review.
•Maintain professional relationships with internal clients to maintain a positive reputation of SCE employees.
•Wrote Work Instruction Procedure for Gatekeeper process for successor to be proficient in performing the process.
•Created Job Aids of assignments for successor to be proficient in performing all daily activities.
•Effectively controlled the release of proprietary and confidential information in major report at the request of the MSO Director after conducting an analysis of the Employee PULL Program using data from the Department of Motor Vehicles (DMV) for MSO employees who drove company to ensure license verifications validity.
•Created a spreadsheet for Compliance Manager to reference all policies and procedures of Portal location web hyperlinks and all affected files behind the scenes if a file is replaced or removed for the purpose of document control and functionality.
•Establish all training classes and issue notifications to all employees/trainees for classes scheduled to ensure participation readiness.
•Make all hotel reservations for employees during the duration of training period to monitor direct billing payment accounts
•Planned and executed the creation of the Hotel Directory in an Access database for more efficiency.
•Responsible for all employees in completing all mandatory Compliance trainings to be in compliance with company directives.
•Manage maintain and run Safety Ace reports from the Digit program to track and monitor all safety ace points given to employees and monitor the points balances for each participating business segment.
• Ran report of Rules That Will Keep You Alive violations for monitoring tracking and disciplinary reporting. Provided report to Managers with recommendations for employee discipline.
•Proactive in taking the initiative to create interactive Adobe PDF forms for vast number of old and outdated documents being used on portal for more efficiency and more user friendly tools internal to the company which led to receiving special certificate of recommendation from Erwin Furukawa, Senior Vice President of the Customer Service.
Duty Manager (Evenings & Weekends)
Duties included but, were not limited to:
•Conducted analysis to address benefits issues and concerns for employees or relatives of deceased employees which often led to customer satisfaction of the respect and services received.
•Assisted Plan Administrator with account management regarding the Retirement Plan process to ensure that accounts were accurate and benefits were paid in a timely manner.
•Conducted client relations to tend to the customers needs in solving problems relating to benefits available or benefits that need to be distributed.
•Gathered and analyzed information from Access and Inquiry Total Benefits Administration People Soft and Peregrine Service Center databases to provide details to address consumer related concerns.
•Maintained professional relationship and conducted business with external clients and vendors (Hewitt) while multi-taking duties via phone and in person to maintain high customer satisfaction ratings.
•Ran monthly reports utilizing Access Database Warehouse and provide to Senior Analyst for review.
•Processed death notifications for Retirees and active employees elections to retire and the spousal deceased annuitant benefits and calculated Pension benefit payments for spousal benefits of deceased participants
•Implemented procedures for Lump Sum filings for Senior Analyst review and action.
•Communicated and corresponded via email with the Law Department daily to ensure the most recent services were applicable to current laws.
•Proficient in the use of CWO CSS CIS for obtaining and review of customer account information to address consumer related issues and concerns.
•Used Excel Word and Adobe Professional software to create specific documentation customer related correspondence and collateral materials ensuring the customers benefit in participating SCE programs.
•Conducted analysis to address any customer service billing issues which often led to a billing inquiry and highly satisfied customers by providing thorough research and providing feedback for complex billing issues, as well as conduct rate analysis.
•Assisted customers with account management by telephone or email with inquire concerns and respond to all customer requests in a timely manner to maintain customer satisfaction.
•Arranged and obtained customer payments by telephone and educated customers on conservation tips communicate information on rebate programs and services related to energy efficiency, conservation tips, and the installation of energy efficient technologies.
•Promote Edison products and services such as Medical Baseline Level Payment Plans and various payment methods and provide customer care solutions-driven programs and services.
•Managed the supervisor call-box for escalated customer calls as a Supervisor Upgrade to handle concerns of company policies and procedures which requires resolution tactics to provide quality service and achieve customer satisfaction.
•Interpreted electrical meter readings for billing purposes.
•Assisted Revenue protection with minimizing theft prevention by reporting any illegal findings out in the field
Masters of Arts – Training and Performance Improvement with a specialization in Corporate Training and E-Learning.
Masters of Arts – Teaching and Learning with Technology with a special concentration in Business.
Business Women on Solid Ground - 2012
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