Customer Service Management

PHILIP B. ANDREAS

V. P. Gas Operations

Contact Phone 631-***-**** Home 631-***-****

**************@*****.***

Experienced Utility Executive with Strong Leadership Skills

Utility Leadership & Management Functions well in both Strategic &

Tactical role

Personnel & Team Development Service Improvement

Experience in Gas & Electric Process Improvement/Change Management

Operations

Cost Reduction Strong Negotiation skills

Employment History:

NSTAR Gas & Electric Boston, MA. 5/2002 - Present

Vice President Gas Operations 4/2006 - Present

. Led NSTAR's Gas Business to become a top performer in: Customer Service-

JD Powers ratings, cost reductions; operating metrics (leak reduction;

corrosion repairs; meter changes, corrosion inspections; etc).

. 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 a new processes and organization structure to improve

effencies 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 real work,

shorten times to advance from Trainee to Journeyman Mechanic;

consolidated certain control room roles, etc.

. Established a formal training program for new gas employees and a

refresher program for existing employees. Established an accident

reduction program partnering with Corporate Safety.

Vice President Electric Operations 5/2002 - 4/2006

. In 2002/2003 led Electric Operations as part of a "turn-around" effort

to enhance service levels, lower costs and reduce cycle times. Led

development and implementation of new vision for Electric Operations.

Established new processes and organization structure for outage

restoration and project/contract mgt processes.

. In 2003/2004 initiated multiple cost reductions/cost recovery changes

for saving that exceed $10 million dollars (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 a special 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 & Mass state Electric Regulator.

. 2002 - 2006 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.

. Executive Sponsor for mass ave service center diversity counsel.

. In 2005 Electric Operations negotiated and implemented a number of

significant contract work rule changes that reduced crew staffing,

lowered costs and improved service.

KeySpan Energy/Long Island Lighting Company 9/1979 - 5/2002

Director 7/98 - 5/2002 T & D Project Management Department

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 2/95 - 7/98 Data Center Operations / Information Processing

Department

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

annual savings). Integrated staffs to work as one unit. Established

strategic long-term agreements with key software vendors to reduce

costs. Established common processes and organization.

. Merger process team leader LILCO - BU merger. Identified 10-year

savings over $140M.

Division Manager 8/89 to 2/95 Electric Service Department

. Effectively managed operation of the Electric Distribution System &

electric service operation for 275,000 customers in central Nassau.

Achieved corporate & PSC incentive goals and budget reduction targets.

Developed the operations & field Service staffs.

. Instituted and managed service and reliability improvements Programs.

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

restoration efforts for the division.

. Hurricane Bob review committee - Evaluated performance & recommended

enhancements.

Other Engineering, Field & Operations Supervisory and Managerial T & D

Positions 9/79 - 8/89

LILCO/Brooklyn Union merger process team leader 1988

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

address start up issues 1994

Other supervisory & managerial positions in gas and electric operations

Education:

New York Institute of Technology

Master of Business Administration 1986

Bachelor Electrical Engineering Technology 1979

Memberships, Seminar &

Conferences

AGA Operations Conference

2006/07/08/09

Member Board of Directors - Northeast Gas Association 2006-

Present

Executive Development Seminar 2006

NTL Human Relations Seminar Sept 2003

EEI Transmission Pricing Seminar - June 2001

I EEE T & D Symposium

Atlanta - Fall 2002

Center for Creative

Leadership - April 2001

Publications:

Graphics in the Truck at LILCO, Mobile Data Users Conference, May 1995

The Role of Computer Aided Dispatch at LILCO's Customer Center, May 1994

LILCO's Outage Management System, EPRI Disaster Conference, March 1993

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 May 1990.

Other

Teaching assistant: Dale Carnegie public speaking/human relations and

management Seminars.

Divisional chairperson/ assistant coach Northport youth soccer.

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