Customer Service Project Management

Astute professional skilled in exceptional customer service, project management and process development. Works exceptionally well under pressure with all levels of staff and displays an outstanding work ethic. Diverse customer-focused leader who produces superior results. Exceptional analytical professional with knowledge of Microsoft Office, Outlook, Solution One SAP CM, Asset Suite 8, UIQ, IntellioConnect, OMS, Pcad (One MDS) and PowerBI. Proficient in Spanish and English.

Graduated from EXELON LatinX Developing Leaders Program (LDL) CoHort 3: May 2023-October 2023.

Nominated to attend Emerging Leadership Program.

Recognized by Executive Leadership for the critical support provided in working with multiple teams to ensure MarketPlace was launched on the expected date.

PROFESSIONAL EXPERIENCE & EDUCATION

Pepco Holdings, Inc, (PHI)

Sr. Work Planner December 2024 – Present

Directs the craft employees engaged in the execution of the operation and maintenance of company electric metering. Provides input into the planning, implementation and execution of the operations and maintenance programs. Determines manpower and equipment requirements necessary for scheduled and emergent work to ensure maximum utilization of crews. These responsibilities include preventative/corrective maintenance and new business.

Provides support, analysis, and guidance to the work planners to ensure that proper timelines, appointments, and commitments are met.

Proactively monitors work planning and communicates daily with the Field and Meter Service Management Team, work planners and outside departments on work prioritization workflow.

Coordinate emergency response to restore continuity of service to customers.

Primary liaison with escalated projects to address the needs and expectations.

Pepco Holdings, Inc. (PHI)

Sr. Interconnection Specialist January 2023 – December 2024

Leverage effective working relationships with internal process stakeholders, and facilitate timely, efficient workflow between stakeholder organizations including Capacity Planning, Project Management, New Business, Net Metering, Billing, etc. to ensure a Premier Customer Experience with the interconnection process.

Primary liaison with complex DER Interconnection projects throughout the interconnection life cycle to address their needs and expectations.

Maintain the integrity of IntellioConnect, Connect the Grid (CTG) Portal by ensuring backlogged applications are addressed timely. Assist with the management of all CTG enhancements / upgrades, perform testing and coordinate deployment of new releases.

Team SME Lead for residential and commercial DER Interconnections. Responsible for ensuring the team's operational excellence with respect to established internal and external metrics.

Pepco Holdings, Inc, (PHI)

Work Planner June 2021 – January 2023

Plan, coordinate, and direct contractor crews and/or craft employees engaged in the execution of scheduled and emergent work activities, to assure the highest levels of customer services and maintenance crew utilization to achieve Exelon's safety, reliability, and performance goals.

Plan resource coverage and execute work activities directed at achievement of business plans and business unit objectives.

Pepco Holdings, Inc. PHI

Marketing Analyst March 2015 – June 2021

Filling - Senior Energy Efficiency Program Manager Sept-2018 to Feb-2019

Recognized by Executive Leadership for the critical support provided in working with multiple teams to ensure MarketPlace was launched on the expected date.

Under general oversight, managed residential Low-Income New Jersey Clean Energy Comfort Partners Program. This includes overseeing subcontractors managing a range of existing and planned programs.

Provide support to the Sr Energy Efficiency Program Manager in the areas of budgeting, performance reporting and other internal and external reporting requirements, as identified.

Process monthly accruals, reviewing, analyzing, processing contractors’ invoices, and requisitions. Research, compile, and analyze complex data sets. Responsible for creating Purchase Requisitions to request contract modifications of scope of work, budget, extensions and/or contract closeout in Asset Suite 8.

Pepco Holdings, Inc

Contract Analyst 2014 – 2015

Responsible for managing contracts to include scope management, job progression, reviewing terms and conditions and collaboration with internal departments. Responsible for creating Purchase Orders for modifications, extensions and contract closeout in SAP.

PEPCO

Bilingual Customer Service Representative 2011 – 2014

Upgraded- Bilingual Principal Service Representative 2013-2014

Experience demonstrating skill working with internal and external customers in a positive and professional manner to resolve complaints and/or respond to inquiries to include the following: responding to customer questions and objections to understand their needs or issues; determining a course of action, and taking action, to resolve customer issues.

Provided coaching opportunities to new Customer Service Representatives, Monitor transactions between representatives and customers.

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