Customer Service Management

PHILIP B. ANDREAS

**** *** *** 631-***-**** (mobile)

E. Northport, NY 11731 631-***-**** (home)

abl9gq@r.postjobfree.com

UTILITY/ENERGY EXECUTIVE - SUMMARY

Experienced Executive with a passion for: the bottom line results,

teamwork, cost reduction and customer service. Diversified experience in

Gas & Electric Operations, Customer Service / Call Center / Metering,

Project Management / Contract Management and IT Systems. Extensive

experience in leveraging cross functional teams, process changes and IT

Systems to create business advantage & transformation. Specific strengths

include:

Utility Leadership & Management Functions well in both Strategic &

Tactical role

Personnel & Team Development Service Improvement

Experience in Gas & Electric Operations Process Improvement/Change Management

Cost, Revenue & Profit Improvement Negotiation skills

HIGHLIGHTS & ACHIEVEMENTS

> Transformed NSTAR's Gas and Electric Operations to become 1st

quartile performers.

> Led and mentored highly effective cross functional teams that

significantly reduced costs.

> 20 year track record of successfully implementing IT systems for

business advantage.

> Negotiated a number of significant labor contract changes for

Electric and Gas Operations.

> Leadership role in developing LILCO's & NSTAR's outage & storm

management processes.

> Established KeySpan's T & D and NSTAR's Project & Contract

management Org/Process.

> Process Team Leader LILCO/Brooklyn Union Process Merger Team that

created KeySpan.

Employment History

NSTAR Gas & Electric, Boston, MA 5/2002 - 5/2010

Vice President Gas Operations (2006 - 2010)

. Led Gas Business to become a 1st quartile performer in: Customer Service-

JD Powers ratings, cost reductions; operating metrics (regulatory work

& capital work).

. Cut O & M costs by 15% in 2006 and an additional reduction of $1m in

2007, 2008 & 2009.

. Realigned the focus of the gas management team to reduce costs and

improve service.

. Implemented new processes and organization structure to improve

efficiencies and performance (planning & scheduling; consolidated

control room; deployed a mobile data system; meter initiatives to

address revenue leakage; focused Mkt & Sales on the core business;

exited unprofitable ancillary business and grew service contract revenue

by 50 %).

. Negotiated a number of midterm union agreements to lower costs;

instituted a formal training program enabling trainees to do more

productive work, shortened times to advance from Trainee to Journeyman

Mechanic; consolidated control room roles.

. Established formal training programs for new gas employees and a

refresher program for existing employees. Established an accident

reduction program partnering with Corporate Safety.

. Restructured Gas Leak First Responder policies & procedures to focus on

customer safety.

Vice President Electric Operations (2002 - 2006)

. Led Electric Operations as part of a "turn-around" effort to enhance

service levels, lower costs and reduce cycle times.

. Led implementation of new vision for Electric Operations for Outage

Management and Project Management. Established new processes and

organization structure and systems for outage restoration and

project/contract management processes.

. Initiated multiple cost reductions/cost recovery changes for saving that

exceed $10 million dollars

o (O & M costs reduced by $6m, Overtime reduced by $9m).

. Responsible for $85m O & M and $200m Capital work-plan & budget.

. In 2005/2006 led development and implementation of an exogenous program

to address manhole inspections/repairs, stray voltage and double poles.

Served as the Company's lead witness with the State Attorney General's

Office & MA DPU on this special rate settlement.

. Instituted initiatives to improve operations and service levels:

reliability (SAIFI). In 2003 & 2004 realized a 20% improvement in SAIFI

and a 25% restoration time reduction.

. Led Electric Operations to negotiate and implement a number of

significant contract work rule changes that reduced crew staffing,

lowered costs and improved service.

KeySpan Energy/Long Island Lighting Company 1979 - 2002

Director - T & D Project Management Department (1998 - 2002)

T&D Team Leader EBU business process review 2000/2001- led team to redesign

process, organization and identified savings of $10m/yr. Managed

implementation efforts.

Following 1998 re-engineering effort - established T&D Work Mgt

department.

Completed $70m 22 mile 138kv Riverhead - Hampton cable project $10m under

budget.

Lead Role for negotiating and managing LIPA T & D Capital Budget.

2001($240m) and 2002 ($317m). Overall responsibility for management of T

& D major capital projects.

Director - Data Center Operations

Information Processing Department (1995 -1998)

. Consolidated Brooklyn data center into the LI data centers ($8 million

annual savings).

. Established strategic long-term agreements with key software vendors to

reduce costs.

Division Manager - Electric Service Department (1989 - 1995)

. Effectively managed operation of the Electric Distribution System &

electric service operation for 275,000 customers in central Nassau

County.

. Achieved corporate & PSC incentive goals and budget reduction targets.

Developed the operations & field Service staffs.

. Improved reliability to 2nd best record in New York State.

Other Positions

(1979 - 1989)

. Operations Supervisor

(1984 - 1989)

. Service Supervisor

(1982 - 1984)

. Distribution Shift Supervisor

(1980 - 1982)

. Assistant/Associate Engineer

(1979 - 1980)

SPECIAL assignments

. Merger process team leader LILCO - BU merger that created KeySpan.

o Identified 10-year savings over $140M

. Hurricane Bob review committee - Evaluated performance & recommended

enhancements

. Rotation assignment in customer call center reporting to VP/SVP to

address start up issues

Education

New York Institute of Technology

Master of Business Administration

Bachelor Electrical Engineering Technology

Memberships, Seminar & Conferences

AGA Operations Conference

Member Board of Directors - Northeast Gas Association

Executive Development Seminar

NTL Human Relations Seminar Sept

EEI Transmission Pricing Seminar

I EEE T & D Symposium Atlanta

Center for Creative Leadership

Publications

Graphics in the Truck at LILCO, Mobile Data Users Conference

The Role of Computer Aided Dispatch at LILCO's Customer Center

LILCO's Outage Management System, EPRI Disaster Conference

When are my lights going back on?, (LILCO's Restoration Time Estimating

System),

EEI T&D Committee with W. J. Museler and G. B. Cocks

COMMUNITY INVOLVEMENT

NSTAR Executive Sponsor for 2009 United Way Campaign.

Supporter of Susan G. Komen for the Cure for Breast Cancer

Executive Sponsor for Massachusetts Avenue Service Center diversity

council.

Teacher Dale Carnegie public speaking/human relations and management

seminars.

Divisional Chairperson / Assistant Coach - Northport Youth Soccer.

PATENTS & AWARDS

. Conceptualized the Lineman's 3rd Arm (Robotic Arm R & D Project).

Established Team to develop concept to prototype. 1995 R&D 100 Award

with J. M. Kiel with Team.

. Conceptualized Distribution Automation System with L. J. Gelbien & W. J.

Schweiger

Patents: 5,513,061; 5,701,226 and 5,940,260 Apparatus & Method for

Distributing Power

. 1995 T&D Magazine Distribution Automation Award of the Year.

. Conceptualized Streetlight Sensor for Stray Voltage Detection with

L. J. Gelbien & W. J. Schweiger

Patent Application #: 12/080,071 System & Methods for Stray Voltage

Detection

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