Project Manager November 2008 to September 2014Southern California Edison SCE
Over twenty five (25) years' experience in management, project management, process improvement, customer service, and computer technologies.
I have consistently proven to be a solid resource by providing reliable, dynamic and creative leadership throughout my career.
Project managed major cross functional technology upgrades Management responsibility for three to seven direct reports for twelve (12) years Developed innovative policy, strategic, and operational plans Created and maintained cost and functional models and forecasts Managed and implemented large multidisciplinary projects Developed and led change management initiatives Led multidisciplinary teams Led fact finding sessions in the development of user interfaces, marketing and reporting Led process improvements using principles of six sigma and lean Managed $9 million budget initiative Identified and resolved compensation gaps Championed continuous improvement in myself and others Continually exceeded corporate and operational goals Coached and mentored direct and non-direct reports Managed the Edison SmartConnect (Smart Meter) transitional plans for the contact center, this required the refinement of the self-service strategy, and the customer voice in action programs to integrate the new functionality.
Directly managed the multiyear business integration strategy and plans while responsible for the $9 million dollar budget.
Applied principles of six sigma and project management in planning and implementing a tier two technical helpdesk for internal and external clients.
Identified skill gaps, training measures to mitigate skill gap, and forecasted the budget needed to successfully deploy this resource.
Directly managed a group of six (6) employees and contractors.
Responsibilities included leading the organization in the integration of the new functionality, products, services, business processes, tariffs, programs, operational functionality, and systems required to support five million SCE customers and seven hundred contact center staff through this major transition.
Assisted in external and internal client focus groups in the development of customer facing user interfaces, marketing, and support.
Manager June 2006 to November 2008Southern California Edison SCE
Managed the Customer Communications Organization's (CCO) Resource Planning Team (RP).
Started tenure in Resource Planning at the start of one of the CCO's most challenging times.
SCE was battered with a 75 year heat storm coupled with unprecedented rate increases which lead to one of the most challenging periods in the corporation's history.
My Management and leadership skills were utilized to their fullest during this period in the following ways.
Identified potential business risks while deeply involved with the development and planning needed to mitigate the substantial risks.
Responsible for meeting performance goals and strategic initiatives while working within the governmental and regulatory guidelines.
Led a group of seven (7) that provided guidance and direction in the development of long term strategic business plans.
Experienced in development of innovative policy, operational plans, strategic plans and recommendations through collaboration with internal and external clients and cross functional alliances.
During the heat storm, developed the architecture for the mitigation plans which included both internal and external clients and stakeholders in an effort to minimize impacts to our key performance indicators.
Contributed to the development of the policy and plans on how we were to evaluate our staff during these times of increased demand.
Developed and implemented new resource strategies that encompassed a large multidisciplinary team that considered many different aspects of staffing, facilities, training and cost models.
Customer focused and determined to understand and appropriately respond to customer's needs through establishing trust and credibility with client organizations.
By continually seeking feedback and input from our internal and external clients and encouraging staff to continually strive to provide our clients with superior service we continually exceed our customer's goals and expectations.
Identified process improvements through the use of six sigma/lean that increased the timeliness and effectiveness of processes.
Presented oral and written communications to all levels of internal and external clients.
Customer focused and continually sought and identified solutions that responded to client's needs.
This includes the facilitation of fact finding focus groups and the presentation of findings and recommendations to different levels of interest.
Researched, planed and implemented an increase of the starting salary and wage progression plans to support our hiring challenges.
Worked effectively and efficiently under pressure to meet required deadlines with minimal or no supervision.
Effective in a fast paced, rapidly changing environment as a team member, facilitator or team lead.
Possess the ability to manage talent by selecting and developing employees to fill talent gaps and ensure succession plans are in place.
Hired, coached and mentored many employees to succeed in their present positions and strive for future challenges.
Excellent oral and written communication skills, including strong presentation skills as evidenced through my creation of a local office Toastmasters.
Achieved superior operational results through others by prioritizing activities, delegating and monitoring the progress of assignments, and holding employees accountable for results.
Southern California Edison (SCE) - Manager, Performance Reporting and Analysis.
December 2003 to June 2006
Managed the Customer Communications Organization's (CCO) Performance Reporting and Analysis Team (PRA) of seven (7).
Transformed a highly siloed group of individuals into a top performing team focused on client needs.
My management and leadership skills were utilized in transforming PRA in the following ways.
Introduced a client fact finding initiative where focus groups identified how our clients, supervisors and management wanted to receive reporting information.
These meetings initiated a collaboration of all in an effort to provide high value reports and systems to the CCO.
Developed business line objectives, metrics and clearly defined the communication roles and responsibilities that supported the CCO's business plan.
Developed and altered existing metrics to provide direct alignment with our Business Unit goals and objectives.
Lead the development of short, mid and long-term plans that effectively monitored, measured operational performance allowing us to achieve our organizational goals.
Interfaced effectively with clients, peers, contractors, regulatory agencies and all levels of management in the development of creative reporting and tracking solutions and managed the changes to ensure stakeholder buy-in.
Achieved results through others by prioritizing activities, delegating, mentoring and monitoring the progress of assignments, and holding the employees accountable for results as evidenced through our ability to continually meet our goals.
Applied human resource policies, procedures, principles, and laws including discipline, training and development, salary administration, selection of personnel, affirmative action, and equal opportunity.
As evidenced through leading the CCO's annual salary planning and strategy for three (3) years.
Analyzed complex and detailed information and make sound decisions that have direct impact on the department, business unit and company.
Continually analyzed detailed call center information to make drive successful decisions that were in compliance with Sarbanes-Oxley act.
Led cost modeling of the Edison SmartConnect and starting salary increase initiatives for the CCO, Developed sound practices in analyzing requirements to develop models that helped define sound business decisions.
Principal Broker June 1989 to December 2014Empire Realty
Over twenty five (25) years' experience in residential real estate in the Inland Empire and surrounding areas.
Specialties include sales, management, and marketing of residential and investment property.
As the principal broker of Empire Realty, managed all aspects of a thriving real estate enterprise with four employees.
This includes business planning, marketing, hiring talent, providing training and mentoring, and all financial and taxation issues.
Over fifteen (15) years' experience in all aspects of property management.
Sr. Information Technical Specialist September 2002 to September 2003
Provide onsite systems development, administration, support and strategic planning while assigned to various clients.
Support team consisted of three (3) direct reports and many independent contractors.
Maintained, and administered various reporting systems.
Achieved results through others by prioritizing activities, delegating and monitoring the progress of assignments, and holding employees accountable for results.
Interfaced effectively with clients, direct reports, corporate officers, and other managers to resolve and negotiate conflict, develop solutions and facilitate integration of business processes across departments and business units.
Many of the systems we developed and managed required us to efficiently communicate and influence our development goals.
My interpersonal skills and ability to build collaborative business relationships, both internally and externally, were evidenced by my continuous success in moving varied and diverse projects through the development lifecycle.
While developing a data warehouse, consulting with clients to independently identify client needs, developed action plans, identified deliverables, implemented the plans and present results to the satisfaction of the clients.
Coached and mentored new consultants in the development of new business through the collaboration of SCE business partners and outside vendors.
Developed and maintained Hllapi and QARun screen scraping applications.
Designed, developed Meta5 reports.
Provided Periodical and Ad-Hoc reports to meet regulatory reporting requirements.
Senior Systems Engineer July 1996 to September 2002TMP Worldwide eResourcing
Provided onsite and remote database design, management, administration, installation, repair and maintenance services to a large, multi site, 24/7 customer communication center while assigned to various clients.
Maintained, and administered Oracle 7.3, 8 and 8i databases.
Maintained DB2 database.
Maintained and administered data warehouse.
Designed, developed and managed in-house decision support systems.
Designed, developed and managed multi-platform integration and deployment.
Developed and supported ad-hoc reporting system.
Supervised three analysts.
Business Analyst April 1993 to July 1996Southern California Edison SCE Corporate Credit Organization
Following the implementation of a new customer service system most current and historical reporting was unavailable, Assisted in the development of new policies and reporting structures.
Provided report design, development, and analysis in the development of periodical key performance indicator reporting and provided detailed ad-hoc analysis.
Collaborated in process improvement efforts where we shared best practices, built relationships with other departments and utilities while applying process improvement principles and best practices.
Maintained historical data integrity.
Maintained DB2 database and Meta5 reports.
Helped designed, develop and manage in-house decision support systems.
Supported ad-hoc reporting systems.
Systems Analyst June 1989 to April 1993Southern California Edison SCE
As a member of the Customers Communications Operations team, duties included the real time management of resources in the pursuit of meeting the CCO's KPI goals while containing costs.
Broad knowledge of operational polices, procedures, practices, and guidelines.
Conducted research, analyzed varied and complex data in an effort to draw conclusions and develop solutions to problems.
Demonstrated the ability to coordinate various projects and tasks simultaneously while successfully completing assignments and projects on time while working under pressure and adjusting to continually changing conditions and priorities.
Worked with sensitive information and maintained confidentiality within our ethical and legal standards.
MS : Leadership and Management Program, 2016University of La Verne - La Verne, CALeadership and Management Program
Master's of Science degree : leadership and managementleadership and management Two classes needed to complete the required curriculum. Relocation to Virginia has delayed completion.
BS : Business Administration, Finance & Real Estate, 1993California State University - Long Beach, CABusiness Administration, Finance & Real Estate
Bachelors degree : Finance and Real Estate Electrical Engineering, 1984University of New Orleans - New Orleans Santa Clara, LA CAFinance and Real Estate During my studies I excelled in information systems and computer applications. Electrical Engineering I studied the required curriculum in the pursuit of an electrical engineering degree.
1999, Fast Track OLAP Tool, MicroStrategy
1998, Oracle DBA classes, Cal Poly Pomona, Pomona, CA 1995, IBM, Costa Mesa, CA SQL Workshop DB2 Fundamentals QMF Workshop CERTIFICATES Project Management Certification, University of California Irvine, Rancho Cucamonga, CA 2008 I completed the required courses to receive a certificate of Project Management. Certified Distressed Property Expert, Charfen Institute 2012 Completed advanced training focusing on Short Sales and Foreclosures and the Law, Strategies and Options available to home sellers. Frontline Seminars Short Sale and Foreclosure Refresher 2007 Completed advanced training focusing on Short Sales and Foreclosures and the Law, Strategies and Options available to home sellers.
Graduate : 2005Realty Institute (GRI) - San Dimas
Completed 96 hours of advanced Real Estate training focusing on Residential Real Estate. Graduate of the National Association of Realtors (NAR) e-Pro Certification 2003 The e-PRO certification is NAR's training program to certify real estate professionals as Internet Professionals. Management Training Certification, SCE, 2004 California Real Estate Brokers License, 2001 Micro Strategies Gold : 1999Santa Clara, CAProfessional Oracle DBA/Developer, Cal Poly Pomona, 1998
Unix System and Administration, Cal Poly Pomona, 1998
Ad, budget, business plan, business planning, business plans, business processes, call center, change management, Excellent oral, interpersonal skills, oral, CA, computer applications, consulting, continuous improvement, draw, client, clients, customer service, data warehouse, databases, database, database design, decision support, direction, electrical engineering, Fast, financial, focus, functional, hiring, human resource, IBM, DB2, information systems, leadership, leadership skills, team lead, Law, legal, Management Training, marketing, meetings, mentoring, office, MicroStrategy, modeling, enterprise, OLAP, Oracle 7.3, Oracle DBA, Developer, organizational, personnel, policies, presentation skills, processes, process improvement, progress, Project Management, property management, QMF, Real Estate, real time, reporting, research, Sales, Sarbanes-Oxley, Seminars, six sigma, sound, SQL, staffing, strategy, strategic, strategic plans, strategic planning, supervision, systems development, Unix System and Administration, upgrades, utilities, written communications, written communication skills
National Association of Realtors
California and Virginia Association of Realtors
Toastmasters International - Prior Area Governor
Southern California Edison SCE Corporate Credit Organization
University of La Verne
California State University
University of New Orleans
Realty Institute (GRI)
Job Titles Held:
Sr. Information Technical Specialist
Senior Systems Engineer
MS : Leadership and Management Program , 2016 Master's of Science degree : leadership and management BS : Business Administration, Finance & Real Estate , 1993 Bachelors degree : Finance and Real Estate Electrical Engineering , 1984 1998, Oracle DBA classes, Cal Poly Pomona, Pomona, CA 1995, IBM, Costa Mesa, CA SQL Workshop DB2 Fundamentals QMF Workshop CERTIFICATES Project Management Certification, University of California Irvine, Rancho Cucamonga, CA 2008 I completed the required courses to receive a certificate of Project Management. Certified Distressed Property Expert, Charfen Institute 2012 Completed advanced training focusing on Short Sales and Foreclosures and the Law, Strategies and Options available to home sellers. Frontline Seminars Short Sale and Foreclosure Refresher 2007 Completed advanced training focusing on Short Sales and Foreclosures and the Law, Strategies and Options available to home sellers. Graduate : 2005 Completed 96 hours of advanced Real Estate training focusing on Residential Real Estate. Graduate of the National Association of Realtors (NAR) e-Pro Certification 2003 The e-PRO certification is NAR's training program to certify real estate professionals as Internet Professionals. Management Training Certification, SCE, 2004 California Real Estate Brokers License, 2001 Micro Strategies Gold : 1999
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