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Jessica Claire
  • , , 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
  • resumesample@example.com
Summary

Results driven and customer focused professional offering over twenty years of experience in Customer Service with Southern California Edison (SCE). Eighteen years of effectively managing, supervising, and developing the team of an operational organization. Demonstrated strong ethics, influence and negotiation, interpersonal skills, communication, and ability to lead cross functional team to strive for continuous improvement. Work collaboratively with others to analyze and solve problems using critical thinking and overcome obstacles to ensure customer and stakeholder satisfaction.

Skills
  • Customer relations
  • Customer rapport
  • CSS
  • Workforce Management
  • Training and coaching
  • CRM and office management software
  • Critical thinking and conflict resolution
Experience
Business Ops Analyst, Sr. Specialist, 09/2016 to 04/2021
ElwynWest Covina, CA,
  • This position required extensive knowledge of very complex and technical subject matter, including knowledge of systems and procedures associated with metering, usage data collection, and various billing processes. Made day to day decisions and recommendations guided by in-depth analysis, prior experience/knowledge, procedures, rules, or management direction. Provided advice and recommendations on decisions having minor to moderate impact on the Department, Business Partners, and Company.
  • Supported our Key Performance Indictors (KPI’s) for Delayed billing and Billed revenue by removing obstacles for the employees preventing them from billing accounts. Reviewed delayed billing data in the Community Choice Aggregation (CCA) database, reported up to management by providing them with daily snapshots of data that provided statistics of incoming volumes, backlog volumes, types of exceptions, assignments of work, productivity from the prior day and provided suggestions for resource allocation to ensure we were on track to meet our goals. The Billed Revenue goal was also a corporate goal that rolled up to the Corporate goals.
  • Reviewed the incoming work to be distributed to the Billing Analysts and reviewed the numbers looking for any anomalies that needed to be reported to IT and management. Assigned and redistributed the work as required by assessing the employee’s workload, resource availability and any other priority work happening in the department and conferred with management regarding the plan.
  • Reviewed the exceptions in our database to look for any opportunities to clear unnecessary work by asking IT to run accounts through the back-end tables. I worked with IT and Robotics team to implement manumatic enhancements that eliminated redundancies of work, partially automated the completion of several exception types allowing us to shift the resources and reduce backlog. Attended various and numerous meetings regarding unbilled revenue and strategies for work management and distribution. Conferred with all levels of management on how to manage the backlog and resources most strategically to enable us to meet our goals.
  • Communicated with the analysts regarding all types of matters. I answered technical questions related to CCA billing issues, developed communications that were distributed throughout Customer Billing Operations (CBO) such as reminders on how to use the databases, how to handle exceptions, etc. Delegated daily tasks to team members to optimize group productivity.
  • Created job aids for billing issues with detailed procedures as reminders to the Analysts. I was the liaison between our 3rd party vendor and the employees for escalated issues. As the work and resources increased in the CCA space it was important to ensure everyone was aware of process improvements, system issues and anything that might impact their ability to perform their job accurately and efficiently.
  • Dealt directly with our 3rd party vendor. We had a weekly meeting between Southern California Edison (SCE) Stakeholders and 3rd party to discuss the Top 5 issues pending for the 3rd party with SCE. Responsible for resolving the issues and reporting out on a weekly basis. Escalated billing issues that required urgency to complete to our 3rd party. I was the single point of contact to respond to escalated customer issues from various stakeholders with 3rd party. The resolution of these issues involved numerous meetings with LAW, Regulatory Operations, Community Choices Service, IT, Robotics Group, etc. Responsible for resolving many complex and sensitive customer issues. Created and delivered presentations on these customer issues and/or lead discussions regarding complex issues with all levels of management, and at times, executive senior leadership.
  • Participated and represented CBO as the Subject Matter Expert on numerous projects, efforts and in meetings. I would Lead or assist with special projects, as required, to determine best method of billing for new and/or existing complex customer billing scenarios and participated in User Acceptance Testing for new billing functions. Completed the Business Requirement Document (BRD) review of any Regulatory or non-Regulatory projects that had an impact to CBO (CCA) and provided recommendations to ensure a successful implementation in partnership with lead Project Managers. As a result of these efforts, we resolved issues, accomplished many process improvements, implemented many projects, and developed great partnerships with multiple stakeholders. I was a key contributor to many of our successes.
  • Utilized my strong knowledge of rules and tariffs and my working knowledge of Microsoft Office 365 which includes Excel, SharePoint, Outlook, PowerPoint, Word and Teams to perform many day-to-day job-related activities.
Manager, 01/2002 to 08/2016
Michaels StoresDubois, WY,
  • The Manager of Major Billing Group provides effective leadership to a team that consists of multiple work groups comprised of highly skilled and knowledgeable Supervisors, exempt and non-exempt employees. This included hiring, terminating, motivating, recognizing, coaching, counseling, training, problem solving and all confidential matters. The employees were responsible for resolving SCE & third-party billing exceptions, complex billing issues, escalated customer inquiries, and third-party billing disputes. Another group focused on reviewing and processing Net Energy Metering Interconnection (NEM) Applications and the Analysts corresponded with customers through an external mailbox as well as taking incoming calls. I also had oversight of the Billing group that established the approved NEM contracts and added them to our billing system. This team also completed routine billing exceptions. Managing these critical, sensitive disciplines of work required me to have excellent organization, time management and problem-solving skills. There was a high level of visibility, and it was necessary to be able to shift gears quickly and multi-task.
  • Reviewed reports and data that provided information on productivity, incoming volumes, and backlog. Made decisions on policy, customer issues, procedures, work processes, approvals on business requirements, work management, etc. by utilizing my technical knowledge and years of experience in my role. Worked with the Supervisors to ensure they were prioritizing the work and resources appropriately so we could meet our goals as well as staying compliant to California Public Commission (CPUC) mandates. I know when to collaborate and involve others in the decision-making process. I take accountability for making and implementing decisions and I encouraged and allowed my supervisors to take appropriate risks.
  • I contributed to the success of meeting our Key Performance Indicators (KPI’s) by working with my peers to prioritize the workload throughout the department based on age, revenue, etc. for all streams of work. We met all our KPI’s because of hard work from the employees, process improvements and workload management. We also outsourced the review of contracts for NEM/IC to a 3rd party vendor and introduced a new system for tracking the NEM/IC applications.
  • Established and performed monthly one-on-one meetings with employees to provide meaningful coaching and mentoring, partnered with them on developmental goals, celebrated and recognized the employees for a job well done, encouraged them to identify, recommend, implement process improvements, and discussed safety to ensure they were completing their quarterly ergo self-assessments and not experiencing any discomfort. I also conducted quarterly team meetings (Skip Levels) that provided a forum for the employees to say what they wanted without fear of retaliation, presuming innocence, and then dealt with the issues afterward with their concurrence.
  • Collaborated with H.R Talent Management to fill vacancies and ensure hiring practices were aligned with company policies, values, and ethical standards to ensure we hired the best candidates for the job. Partnered with HR when I had to deal with employee issues as it related to integrity, attendance, performance, and mobility. Worked with Ethics and Compliance to terminate employees for various reasons. Had an open-door policy, and many employees were comfortable talking to me regarding Supervision and the issues they were experiencing.
  • Communicating with impact was critical to my role. Effectively communicated verbally and in writing. On a routine basis I would receive escalated customer issues and acted quickly to get the chronologies prepared. Reviewed all escalations prior to elevating to my management (for awareness). Participated in conference calls and attended customer meetings in order to ensure closure to customer issues with minimal impact to customer satisfaction. Received several thank you cards and awards for the outstanding level of support provided. Established and maintained key working relationships with individuals both internal and external to the company. Interfaced with all levels including executives, consultants, and others with professionalism, tact, and confidentiality. I work effectively in a team environment, collaborating and cooperating with others.
  • Responsible for the timely and accurate completion of many administrative duties such as: Reviewing and approving timesheets, requesting access to systems, approving expense reports, on boarding and off boarding employees, requesting job postings, approving billing transactions that met thresholds, tracking compliance training for employees, performance evaluations, etc.
  • As Co-lead for 4 years on Grass roots safety team I effectively lead, promoted, and influenced employees to achieve improved safety results. Proactively and consistently pursued safety improvement opportunities; embraced and supports safety programs; enthusiastically recognized employees and co-workers of all levels for their efforts to model and improve our safety performance and culture; and I was a safety role model consistent with the Edison International Safety Commitment Statement.
Supervisor, 01/1998 to 01/2002
Southern California EdisonCity, STATE,
  • Provided supervision including coaching, training and development, salary administration, selection of personnel, affirmative action, equal opportunity, and disciplinary action.·
  • Conducted quality reviews of employee’s work, providing constructive recommendations for improvement, and identifying training needs.
  • Established and enforced clear goals to keep employees working collaboratively. Delegated work to employees, setting priorities and goals.
  • Complied with company policies, tariffs and rules to resolve billing issues. ·
  • Identified and corrected performance and personnel issues to reduce impact to business operations.
  • Completed monthly one-on-one's with the employees and provided coaching, providing constructive feedback and positive reinforcement to as well as develop long-term career goals.
  • Interviewed applicants, recommended individuals for hiring and evaluated staff performance and resources.
Education and Training
High School Diploma: , Expected in
Abraham Lincoln High School - ,
GPA:
: , Expected in
Glendale Community College - Glendale, California
GPA:

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Resume Overview

School Attended

  • Abraham Lincoln High School
  • Glendale Community College

Job Titles Held:

  • Business Ops Analyst, Sr. Specialist
  • Manager
  • Supervisor

Degrees

  • High School Diploma

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