Customer Service Management

Jessica Anne Mahoney

San Diego, CA ***** - 619-***-**** - **********@*****.***

P rofessional H ighlights

Talented team leader with strategic focus, instrumental in leading successful large-scale information

technology transformation projects, of over $75 million with over 5 million end-users.

4/10 – Present IBM, La Jolla, CA

Senior Managing Consultant

Sr. Managing Consultant with a track record for successful implementation of large-scale, multi-million dollar

capital projects to transform business operations and customer experience for adoption of new technology systems

and web portals.

• Lead business integration teams to define new business operations and technology systems integration

that increase cost savings and streamline processes for smart grid technology systems and web portals.

• Lead development of future enterprise systems capabilities focused on optimizing the end-user

experience, including determining user experience requirements for web design tools enabling analysis of

various data points.

• Produce client-ready workshop materials and facilitate business meetings to drive decisions, assess

outstanding issues, and resolve open items; socialize final business decisions and technical functionality

for stakeholder sign-off.

• Drive communications and change management activities for acceptance of new technology systems

leading to improved stakeholder understanding and adoption of new business processes and job tasks.

• Prepare use cases, business requirements, functional specifications, testing and user documentation.

• Implement integration and User Acceptance Testing (UAT) with business clients.

Clients:

Southern California Edison (SCE), Los Angeles, CA (1/11 – Present)

• Functional Lead responsible for all aspects of business development for a $75 million SCE.com portal site

and Dynamic Pricing Program’s $11 million Rate Analyzer web application for 5 million end users.

• Lead business process design workshops with client stakeholders, managing for schedule, scope, budget,

risks/issues and development of all deliverables associated with the portal and rate tool’s system

development life cycle, including business requirements, process maps and narratives, project charter,

functional specifications, use cases, testing materials, and change management and training.

Southern California Gas Company, Los Angeles, CA (12/10 – 1/11)

Led the development and executive sign-off for Customer Service Strategy that incorporated a mission and vision

statement, and product and software development roadmap with a 3, 5 and 10-year outlook, which was signed-off

and approved by Executive leadership.

Pepco Holdings International, Washington, DC; Carney’s Point, NJ (4/10 – 11/10)

Led business integration team to deliver client work products including functional specification, process maps and

standard operating procedure documentation for web presentment, interval billing and outage management

operations (dynamic pricing event management) processes.

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Jessica Mahoney

2/08 – 03/10 SAN DIEGO GAS & ELECTRIC, San Diego, CA

Organizational Change Management Lead, Smart Meter Program

Organizational change and training strategist for $572 million Smart Meter implementation affecting over 1.4

million customers and employees in over 50 departments.

•Designed and implemented change management strategies, including on-boarding program, change

network, impact analysis, and training readiness to foster acceptance of organizational and job changes.

• Developed and executed communications, organizational alignment and training plans for key

stakeholders in over 50 departments company-wide.

• Established Employee Communications Network (ECN) and facilitated meetings with over 50 key

business stakeholders who were “change champions” to relay critical departmental impacts.

• Drove communications strategies to promote company-wide awareness of program through various

mediums, including:

o Quarterly open house events drawing over 500+ employees

o Bi-annual town hall meetings in San Diego and Los Angeles counties

o More than 70 annual road show presentations to impacted departments

o Briefings for executive and upper management personnel

o Periodic corporate news articles to communicate project milestones, successes, and next steps

o Field bulletins for employees with limited internet access

o Posters for common areas around the company displaying Smart Meter messages

o Weekly program website updates

Training Development and Delivery

• Developed training materials for impacted job roles that were changing as a result of smart meter

technology

• Reviewed and tailored vendor-owned training materials for utility training audience

Survey Design and Assessment

• Developed effective assessment techniques, including Communications Effectiveness, Workforce

Readiness, and Training Effectiveness surveys, to track movement through the change implementation

and evaluate employee adoption of business changes.

• Created job aids for field personnel and evaluated vendor-owned training materials for applicability to

internal business units.

3/07 – 02/08 U N IVERSI TY OF CAL I FORN IA (UCSD), San Diego, CA

Academic I ntegrity Office Program Associate

One of only two employees selected to work with seven college Deans’ offices to process over 200

annual cases of academic dishonesty.

Spearheaded peer leadership program to reduce cases of student academic misconduct,

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building leadership capabilities for over 20 student volunteers.

Generated, analyzed and compiled statistics for evaluation and reporting of undergraduate and

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g raduate student academic misconduct for University-wide t racking system.

Created misconduct hearing workshop materials to ensure hearing committee members’

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objectivity for student cases.

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6/04 – 07/06 B R IG HAM & WOMEN’S HOSP ITAL (BWH), Boston, MA

M edical Practice Manager

M anaged daily operations for plastic surgery medical practice with gross annual revenues

exceeding $1 million.

• Managed major t ransformation from paper medical charts to logistical medical records online,

p roviding communications, t raining and technical support throughout the process.

• Increased accounts receivable, reimbursement amounts, and reduced tu rnaround t ime through

p roper documentation and research of current insurance standards.

• Handled documentation, scheduling and cadence of more than 70 patient office visits per week

and prioritized over 100 patient and third-party inqui ries per day.

• Designed and published patient education materials used in outpatient clinic for improved

u nderstanding of surgical procedures, r isks and benefits.

• Provided ini tial and on-going t raining for co-coordinator position.

SOFTWARE Microsoft Office (Project, Visio, Excel, Power Point, Outlook), Adobe Web Premium

Tools (Captivate, Fireworks, Photoshop), Lotus Notes, PeopleSoft, Sharepoint, SPSS

EDUCATION Alliant International University/California School of Professional Psychology – 06/08

Master of Arts in Industrial/Organizational Psychology

University of Massachusetts, Boston, MA – 06/04

Bachelor of Arts in Psychology, Summa Cum Laude

PROFESSIONAL

IBM Better Change Framework – Change Management Certified

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Experience seeking proposal opportunities, and responding to requests for information (RFI),

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requests for proposal (RFP); Contract and vendor management

Corporate website design and development (HTML, SharePoint, Wikis, Blogs, etc)

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Project Management for Professionals (PMP) Certification – In progress

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IBM Lean Six Sigma Green Belt Certificaiton – In progress

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Jessica Mahoney

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