Project Management Process Improvement
Resume:
professional summary
volunteeractivity
experience
Peoria, AZ 85381
W: ****.*******@*****.***
Project Management
Process Improvement
Customer Liaison/Public Relations
Regulatory and Compliance
Operations
Client Relationship Development &
Management
Resource Allocation & Expense
Tracking
Managing Events Start to Finish
Utility Operations
Records Management
Travel Arrangements
Rate Migration
Multitasking Abilities
Problem Solving
Strong Written and Oral
Communication Skills
CC&B
FIMS
MAXIMO
GIS
ADMS
Microsoft Office Word
Microsoft Office Excel
Microsoft Share Point
skills
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traci
dean
t d
Dynamic professional with a proven track record at Arizona Public Service, excelling in project management and customer relations. Expert in regulatory compliance and process improvement, significantly enhancing efficiency. Skilled in Microsoft Office and adept at fostering stakeholder relationships, demonstrated by leading impactful community events and streamlining utility operations for over 1.4 million customers.
• St. Vincent de Paul, Holiday Food Drive, 2020 – 2024
• St. Mary's, Thanksgiving Family's in Need Program, 2022 – 2024
• Phoenix Children's Hospital, Back to School Drive, 2015 – 2024
• Low Income Fair, Maricopa County, 2014 – 2016
• Low Energy Summit, Coconino, Maricopa and Yavapai Counties
• United Way & American Red Cross, Wood for Life, 2003 – 2013
• Prescott Frontier Days, APS Parade Chair, 2003 – 2010 Arizona Public Service Phoenix, AZ
April 2022 - December 2024
Community Event Specialist
Advised the Arizona Secretary of States Office via teleconference on strategies that would improve their lobbyist expenditure reporting system, which lead to an increase in efficiency and a decrease in reporting errors.
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Managed the travel logistics of 14 team members over 3 departments, including detailed itineraries of flights, hotels, and transportation across the United States.
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Processed invoice payments to 501-3C organizations, including wire transfer payments, ACH payments, credit card reconciliation and management.
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Organize and coordinate community events, to foster connections among community leaders, state elected officials, and appointed government leaders.
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Arizona Public Service Phoenix, AZ
February 2020 - April 2022
Regulatory Analyst – State Regulatory and State Compliance Converge Point program management and efficiency expert for Public Affairs, Regulatory and Compliance departments including FERC, NERC, Rates/Pricing and State Compliance.
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Prepared and filed of all documents with the Arizona Corporation Commission (ACC) and advised executive management, directors, and internal stakeholders.
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Responded to regulatory information request in the 2022 Rate Case with the ACC to ensure consistency, accuracy, and timeliness.
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Arizona Public Service Phoenix, AZ
May 2015 - February 2020
Consumer Advocate – State Regulatory and State Compliance APS Liaison with regular communication between the Arizona State Governors Office, ACC Staff, Arizona Better Business Bureau (BBB), Arizona Attorney General's (AG) Staff and APS Executives & Government Affairs to include incident command intermediary during unexpected power outages state wide.
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Co-lead the Process Improvement Project for Consumer Advocate workflow – meeting with 15 utility companies nationwide sharing lessons learned and benchmarking best practices.
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Responded to and defused/resolved escalated customer complaints filed through the ACC, BBB, and AG office which required investigating the complaint, identifying the root cause, and recommendation of proposed solution.
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Developed annual training and Consumer Advocate manual for interdepartmental rotational employees.
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Supported Media Relations department, by investigating and providing facts and information regarding commercial and residential customer concerns with APS resulting in the mitigation of 75 annual media reports.
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Implemented the Rate Migration Project, transitioning over 1.4 million customers to new rates, including the transition of customer information from CIS to CC&B software.
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Arizona Public Service Phoenix, AZ
April 2014 - May 2015
Customer Assistance Program Coordinator (CAPS)
Assisting customers during financial hardship by refereeing them to various nonprofit agencies for utility assistance through programs such as LIHEAP.
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Developed the Expedited Access Project which streamlined support to the Crisis Bill Assistance program for customers who are unable to develop a payment plan with the call center. This resulted in an additional $45,000 in funding to customers over four months.
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Managed external agency payment guarantee assistance to qualifying APS customers and reconciling monthly agency payments utilizing the Electronic Agency Guarantee (EAG) system.
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Hosted the Low-Income Energy Summit where over 100 non-profit companies discussed and share lessons learned and better practice for future customer support.
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Arizona Public Service Phoenix, AZ
October 2003 - April 2014
Customer Associate III – Office Lead
Supported Automated Meter Infrastructure (AMI) implementation team by managing and educating customers with severe concerns and oppositions throughout Prescott Tri-City area, Verde Valley, Bagdad, Crown King, Skull Valley, Yarnell, Sedona and Jerome.
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Development of AMI informational pamphlet including pros, cons, and opt-out terms and conditions for Field Services Department to distribute to inquiring customers.
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Managed billing issues and established payment arrangements with customers and daily connect, transfer, and disconnect services while dispatching same-day orders to the field service department.
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Leveraged prior banking knowledge to improve security and safety of daily financial deposits and maintained monthly cashier/deposit audits.
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Alternate service coordinator for new construction and upgrade services in the Prescott Tri- City area.
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