Customer Service Management

TED GRAY

*** ******** *****, ****** *****, FL ***72

***.****@*****.*** Contact Phone: 323-***-****

DISTRIBUTION OPERATIONS CENTER MANAGEMENT PROFILE

System Reliability

. Motivational Leadership

. Staff Development

Competent, proactive professional who is dedicated to continual self

development/improvement, learning, and increased productivity. Natural

leader with exceptional integrity, and proven ability to resolve emergent

issues in order to mitigate impact and improve service. Vibrant

communicator delivering engaging presentations, conducting meetings, and

always eager to deliver performance that exceeds expectations.

CORE COMPETENCIES

1. Excellent Communicator

2. Change Management

3. Embrace Diversity

4. Bilingual (Spanish)

5. Leadership and Team Building

6. Relationship Building

7. Detail Oriented

8. Extensive knowledge of computers, networking, and SEO

PROFESSIONAL EXPERIENCE

GraymatterSEO.com

Seo Specialist - Tampa, FL

(June/2013-Present)

Collaborate with clients to identify existing opportunity for improvement,

develop creative marketing solutions based on their needs/budget, and then

implement solutions through a variety of strategies including web

design/optimization, PPC, on/off-page optimization, keywords research,

social media, google maps, and citations, often producing page multiple

and simultaneous page 1 client rankings for the same keyword which in turn

drive and improve traffic to clients websites.

Perform in-depth competition analysis; Evaluate product offering, traffic,

landing page quality, content, design, payment options, shipping options,

and demographics of prospective customers when determining

keywords/campaigns, and create advanced SEO strategies. Prepare detailed

strategy reports and make recommendations based on identifications of the

least expensive but most powerful and profitable keywords for client sites.

Expand and alter organic search engine optimization strategies and increase

website conversion through detailed traffic analysis and conversion funnel

optimization

Create professional Wordpress sites, landing pages, Youtube Channels,

Facebook/Google+ pages, and more. Maintain local websites including body

content, photos, and meta description tags, and listings on Google maps

Manage pay-per-click and Organic search campaigns to improve search results

based on Keyword research to find the "best" mix. Adjust PPC campaigns as

needed.

Utilize basic programming/web design skills to enhance SEO and improve the

navigation of a site to enhance its search engine ranking.

Contacting relevant blogs/news outlets (outreach) to get them writing about

client products/websites and coordinating guest-posts for our expert-

writers onto other websites.

Compile, and present SEO performance reports showing effectiveness of

client campaigns. Monitor web traffic and user behavior through Google

Analytics and recommend updates based on usage patterns.

On page optimization and content editing including call-to-action

statements, headlines, meta tags, page titles, alt tags, description and

internal link building

Constantly stay abreast of new developments by proactively seeking out new

education products, researching new technologies/vendors, and maintaining

a cutting edge knowledge of the indusrty. Maintain knowledge of white hat

and black hat tactics so as not to violate search engine guidelines.

SOUTHERN CALIFORNIA EDISON (SCE)- Rosemead, CA (Sept/1997 -

June/2013)

Summary - With a focus on Distribution Operations, developed a solid

background in the industry through increasing levels of responsibility at

Southern California Edison (SCE) during a career which has spanned over 16

years and various positions within SCE to include my current position as a

Distribution Operations Center (DOC) Supervisor at the only 24 hour DOC of

the four in SCE's 50,000 square-mile territory. SCE is the second largest

electric utility company in the U.S., serving more than 14 million people

in central, coastal and Southern California. The following were the

positions held during my time at Southern California Edison.

Distribution Operations Center Management - Mira Loma, CA (Nov/2006 to

June/2013)

Responsible for the management of 21 Bargaining Unit Distribution

Operations Support Specialists who dispatch emergency work to Troublemen,

Line Crews, and Contract Crews on Southern California Edison's electrical

system, and four Program Writers who devise switching programs for

emergency operations or specific planned maintenance work on the service

distribution grid. The department focus and scope of work is geared

toward customer service, system reliability, and emergency restoration

efforts with timely reporting to both Internal and external stakeholders.

DUTIES AND RESPONSIBILITIES

. Lead and coordinate with internal/external customers for system

operations and restoration activities from within a NERC facility,

frequently cooperating with other departments/agencies to meet their

needs and goals.

. Monitor circuit loading, circuit switching, and work closely with

Engineering on various abnormal loading situations as they arise. Review

abnormal circuit conditions and communicate with construction and

maintenance personnel on a regular basis.

. Effectively utilize resources to reduce service unavailability and

enhance customer satisfaction by coordinating switching activities with

Distribution Area Operations, Construction & Maintenance, and Substation

Operations to complete service restoration.

. After hours (M-F 15:00-07:00, & Sat/Sun 24hrs), ensure that personnel

necessary to respond to problem locations are called out in a timely

fashion. Quality control of work orders to ensure workforce is sufficient

and support effective dispatching of field personnel.

. Make prudent decisions in order to coordinate and balance workload with

restoration performance to ensure a cost competitive organization.

. Responsible for timely, adequate, and accurate reporting of reliability &

restoration data to both internal & external stakeholders with the

purpose of keeping customers properly informed.

. Assessing and working with dispatchers and program writers on daily

performance issues and activities.

. Report on all accidents or near miss events at the first possible

opportunity to stay in compliance with OSHA and engage the necessary

personnel in any reviews.

. Ensure the quality of switching procedures put forth by program writing

personnel.

. Communicate and work with Field Supervisors in order to meet reliability

needs and goals and promote high level of customer satisfaction.

. Maintain a positive work environment, free of discrimination or

harassment.

. Support team members, and work as a team with others throughout the

company.

. Ensure a safe working environment by performing periodic reviews of the

work areas. Conduct/Lead monthly safety and staff meetings to promote

safety consciousness and adherence to OSHA and Company requireents.

. Oversee the selection, hiring, training, development, coaching, and

counseling of operational staff.

. Accountable for staffing and resource management.

. Complete yearly NERC/FERC qualifications.

Distribution Service Project Planner - Monrovia, CA

(June/2003 to Nov/2006)

. Worked directly with customers, contractors and builders providing

analysis and consulting in order to develop and design plans on unique

technical projects while providing strategic recommendations and options.

. Used customer service background and negotiation skills to communicate

complex issues, ideas, concepts, and technical data (both verbally and

in writing) to customers, subordinates, peers, and management while

providing the best possible mutial solution on projects for both the

customer and the company.

. Identifed necessary resources and provided cost estimates for the options

of new construction of distribution facilities within the regulatory

requirements of the company's electrical distribution system.

. Interacted/Interfaced with customers of a diverse base (both internal &

external) with regard to meeting electrical design needs and was directly

responsible for successful outcomes & customer satisfaction throughout

the duration of a project.

. Ensured compliance and follow-through of policies, procedures, rules,

rates, and completion dates of applicable projects through coordination

of activities with other internal personnel and/or organizations.

. Frequently managed several projects with shifting deadlines and

priorities concurrently and sometimes under severe time constraints.

Made critical decisions directly impacting the outcome for both Company

and customer.

. Established and maintained relationships with internal/external

organizations in order to expedite project processes if necessary.

. Maintained a current understanding Planning/Design policies, practices,

standards, procedures, technical issues, tariffs, and customer needs.

. Developed a working knowledge of SCE's Design, Distribution, and Planning

work.

Operations Support Specialist (Dispatcher)- Mira Loma, CA (Nov/1998

to June/2003)

. Supported electric distribution activities through use of online computer

systems mainly Outage Management System (OMS).

. Prioritized, dispatched, and completed trouble orders via pager and/or

radio contact with trouble-men or through applicable systems.

. Supported meter order activities through: inputting, prioritizing,

assigning, and dispatching work of routine and non-routine nature.

. Contacted internal/external customers to make arrangements for service

restoration.

. Monitored and updated OMS with Line Crew manpower requirements.

. Established, maintained, and reviewed logs through manual and/or

automated process

. Assisted in the analysis of distribution system performance, trends, and

development of recommendations to supervision.

. Managed many of these responsibilities simultaneously with little or no

supervision and with high degree of accuracy and thoroughness.

. Gained proficiency as a team leader and was frequently upgraded to

supervisor t.

Customer Specialist - Rancho Cucamonga, CA

(Sep/1997 to Nov/ 1998)

. Researched, gathered, analyzed, interpreted, and reconciled customer

information (data) independently and from many sources through use of

various computer systems (commercial and proprietary)

. Handled various inquiries and transactions (including difficult customers

with difficult situations on supervisor or escalated calls) regarding

confidential, sensitive, complex, highly charged and/or stressful issues

and exercised sound judgment in recommending win/win solutions while

maintaining a professional manner.

. Made recommendations on services regarding company policies, procedures,

and programs in a clear and concise manner and overcame obstacles to get

answers on customer's behalf.

. Negotiated and informed customers on matters pertaining to accounts such

as payment schedules, rates, kilowatt allocations and other issues

outside the scope of common knowledge.

. Input and advised customers on New Business and meter change/removal

orders.

. Had direct impact on company image of honesty, excellence, respect, and

integrity.

. Handled a large volume of calls every day while maintaining an almost

perfect quality assurance score and ensuring customer satisfaction

through promptness, professionalism, and effective communication.

EDUCATION

. DeVry University - Computer Information Systems. (1993-1996)

. Fort Hayes State University - Information Networking & Telecomm. (2011-

Present)

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