Multifaceted Customer Care & Data Entry Specialist

ESTELLA BANUELOS

*** *. ****** ***, *** Angeles, CA 90023

E-mail: ***************@*****.***

Cell Phone 323-***-****

Summary of Qualifications and Accomplishments:

20+ years professional related work experience: Customer Service, Analyst-Program/Project, Business Analyst, Planning Scheduler Analyst, Project Program Analyst, Executive Assistant, Administrative Assistant and Safety

Research, analyze, and interpret complex data, develop alternatives and present findings and recommendations in support of business unit and corporate operations

Manage and/or administer key activities in support of specific programs and/or large projects

Monitor expenditures for assigned programs/projects. Perform cost/benefits and trend analysis for assigned programs/projects

Develop and/or revise departmental program policies, procedures, processes, and guidelines to satisfy business unit, company, and regulatory requirements

Act as a consultant to management and peers on specific tasks, projects, programs, and/or functional areas

Professional work ethic, displays excellent interaction with management, peers, clients and other work units

Highly motivated and demonstrates integrity in all work aspects, proven skills as a team player as well as to work independently including time management and accountability while using discretion

Proven strong critical path analysis, problem solving, risk assessment, strong sense of responsibility with a determination of accomplishment and meeting deadlines

Excellent ability to identify goals and priorities, well organized, self motivated, multi-task oriented, strong team player, excel at managing all essential tasks and executing large complex projects

Self-starter who solves difficult problems through research, imagination, personal initiative and resources

Ability to meet deadlines and excel in changing priorities to meet management goals

Executed a start-up operation plan schedule which included customer task, projected deadline and responsible engineer

Ensure flawless flow of daily operations amongst various organizations and achieve organizational objectives

Proven Experience handling highly confidential and sensitive information and documentation among Senior Management, internal and external clients

Demonstrated creative skills enabled design of several tracking and reporting tools

Proven ability to roll out company-wide initiatives (e.g., Energy Management Systems (EMS) CRM, Access, AMS Real-time Project, CSSMQ Workstation 4.2, and Lotus Notes)

Demonstrate ability to effectively communicate with management, team members and all client organizations both written and orally. Interface effectively and collaborate with project management and team members to develop solutions and ensure standard department process flow

Professional Work Experience:

November 2024 - February 2026 Moonstone Inc Anaheim, CA

Analyst, Program/Project – Senior

Consultant upper management on specific programs and/or functional areas

Lead teams of analysts, manage projects, and work with stakeholders to ensure projects align with business goals.

Work in a variety of fields and have diverse responsibilities, but generally focus on data analysis, business strategy, and providing insights to guide team in decision-making.

Focus on understanding companies’ policies and ensuring all processes and training material are compliant with state and federal regulations.

Work with large datasets, using statistical tools and data visualization to identify trends and patterns.

Created data models to support decision-making processes.

Performed audits of subsidiaries to protect shareholders and potential investors from fraudulent or unrepresentative financial claims.

September 2013 – November 2024 Southern California Edison Irwindale, CA

Analyst, Program/Project – Senior

Lead teams of analysts, manage projects, and work with stakeholders to ensure projects align with business goals.

Work in a variety of fields and have diverse responsibilities, but generally focus on data analysis, business strategy, and providing insights to guide team in decision-making.

Focus on understanding our customer business needs and translating them into actionable strategies.

Work with large datasets, using statistical tools and data visualization to identify trends and patterns.

Performed audits of subsidiaries to protect shareholders and potential investors from fraudulent or unrepresentative financial claims.

Leverage expertise in data and cost analysis to monitor and track the performance of operations, identifying trends, opportunities, and risks, and developing actionable insights to drive operational excellence.

Leverage Energy Management System (EMS) gather data on teal-time energy consumption and provide dashboards and analytics to identify high-usage areas and inefficiencies.

Implemented business intelligence solutions to increase operational efficiency.

Designed and developed data pipelines to acquire, clean and process data.

Developed and implemented data governance policies and procedures.

Created data models to support decision-making processes.

Generated ad-hoc reports to evaluate specific business requirements.

Lead the analysis of customer feedback to improve customer service internal and external.

Forecast financial trends, develop reporting models, and provide recommendations to improve customer satisfaction.

Participated in project teams that successfully implement moderate to major projects that had significant organizational impacts and streamline procedures and data documentation

Facilitated face-to-face meetings and/or conference calls with our external customers (Electric Service Providers) to discuss Southern California Edison’s established processes

Act as a consultant to management on specific programs and/or functional areas

Created reports and presentations such as management meetings utilizing many of the Microsoft programs while adhering to details. Follow the process of conducting analysis to determine if the desired results are achieved end with a follow-up with a client.

Conducted various assessments and analysis to determine resolutions

Supported/collaborated with program account manager in defining project scopes, various customer inquiries and fact findings

Worked on numerous projects and assignments simultaneously, gathered fact findings, monitored and reported project status, coordinated activities to ensure delivery and respond to clients’ business inquiries in a timely manner

Responsible for overseeing team analysis, conducting routine audits, distributing workload, and conducting training.

Demonstrated knowledge of and experience with sources of data, specifically internal data systems

Generated usage of software tools to create and edit complex reports to convert information from one format to another, non-standard reports to support department projects

Responsible for DASR Reports: analyze accounts, if not scheduled required resolution. Research account notes data on CSS Workstation to determine problems and action items to determine resolution. Interface with other departments and account manager as required to coordinate and schedule activities, notify Electric Service Providers of end results

Interface with other departments and to resolve clients and management inquiries

Analyze information accurately and make voice decisions that have considerable project and business impact

Leverage Energy Management System (EMS) gather data on teal-time energy consumption and provide dashboards and analytics to identify high-usage areas and inefficiencies.

March 2010 – September 2013 Southern California Edison Irwindale, CA

Analyst, Program/Project – Level 2

Analyzing and defining project scopes, definitions, overviews, and business systems requirements to the department and client in a variety of projects

Participate in project teams that successfully implement moderate to major projects that had significant organizational impacts and streamline procedures and data documentation

Facilitate face-to-face meetings and/or conference calls with our external customers (Electric Service Providers) to discuss Southern California Edison’s established processes

Act as a consultant to upper management on specific programs and/or functional areas

Create reports and presentations such as management meetings utilizing many of the Microsoft programs while adhering to details. Follow the process of conducting analysis to determine if the desired results are achieved end with a follow-up with a client.

Conduct various assessments and analysis to determine resolutions

Support/collaborate with program account manager in defining project scopes, various customer inquiries and fact findings

Experience with Edison’s applicable rules for Electric Service Providers: metering, rates, billing and accounting inquiries on CSS Workstation, Meter Agent

With the partial re-opening of Direct Access, the CPUC authorized a 4-year phase-in process which began on April 16, 2010. Participated with the workload and successful execution and supported the overall implementation:

with 100% resolution of all issues and with zero escalated inquiries to the CPUC

executed with 100% on-time enrollment responses to enrollees and increased Direct Access service accounts to SCE

Work on numerous projects and assignments simultaneously, gather fact findings, monitor and report project status, coordinate activities to ensure delivery and respond to clients’ business inquiries in a timely manner

Responsible for Electric Service Providers Monthly Non-Energy Bills, separate bills by Electric Service Providers accounts, match PDF with excel spreadsheet, proofread to confirm both bills match current outstanding balance, verify current contact information to issue bills to ESPs, maintain/archive bills Responsible for Electric Service Providers Demand Response Program-Demand Response Contract Monthly Reports: create matrix, process, maintain file, issue to Electric Service Providers and Account Manager

Responsible for analyzing, maintaining, filing, release and providing Electric Service Providers of Monthly NAICS Codes, Active Customer List Reports, Non-Energy Bills

Demonstrate knowledge of and experience with sources of data, specifically internal data systems

Generate usage of software tools to create and edit complex reports to convert information from one format to another, non-standard reports to support department’s projects

Responsible for DASR Reports: analyze accounts, if not scheduled required resolution. Research account notes data on CSS Workstation to determine problems and action items to determine resolution. Interface with other departments and account manager as required to coordinate and schedule activities, notify Electric Service Providers of end results

Interface with other departments and to resolve clients and management inquiries

Analyze information accurately and make voice decisions that have considerable project and business impact

January 2011 – November 2024 Southern California Edison Irwindale, CA

BCD Safety Team (Volunteer)

14+ years as a member of the BCD Safety Team working to advance the safety culture in BCD

Develop a framework that addresses ergonomic-related injuries while supporting our operations

Focus on developing a program and implementing quick wins for the remainder of the year

The team structure has been vetted at the EH&S Leadership Council

Attend all Safety Team meetings, sub-team meetings

Provide Safety first presentations to segment leadership/management and staff meetings

Field and address your segment’s safety questions

Lead and/or support major BCD safety campaigns and initiatives

Participating in safety incident investigations if requested

January 1999 – November 2009 The Boeing Company Long Beach, CA

Analyst, Program Planner (Contract to U.S. Sea Launch Program)

Developed, lead integrated plans, and schedule to meet all Business Projects and Program Objectives

Coordinated projects and/or assignments by breaking them down into tasks and identified types of equipment, materials and manpower requirements

Coordinated and scheduled work planning activities with key internal stakeholders responsible for facilitating equipment

Developed, implemented, and analyzed project scheduled meetings and companies’ financial plans to support the Company’s baseline program objectives

Planned, organize, and maintain multi-tiered project schedules for organization, enterprise and business projects

Developed daily activity planning operations sessions. To coordinate, team readiness and facilitate customer tours

Developed and improved cost and scheduled control systems and business management information systems.

Developed and maintaining miscellaneous operations support schedules in cooperation with other groups, various levels of management and customers

Performed critical path analysis and apprise management of scheduled risk

Serve as a focal point and coordinate and consolidate source data for integration of business planning information and operations

Participated in the integration of process and system of customers and suppliers

Track daily schedules and record as-run activities that are critical to the company

Primary focal point for tele-conferencing services; administered and scheduled

Developed and revised business unit process procedures and work instructions

Scheduled meetings with Payload Integration Managers and Facility Managers to ensure readiness of facility systems prior to spacecraft and customer arrival

Supported customers, spacecraft interface, and working group through meetings

Responsible for inputting daily and weekly time sheet

Provided high-level support for two organizations within the company: the Safety, Health and Environmental Affairs Department and Communication, Range and Telemetry Department

Coordinated all executive-level venues for various management meetings and readiness reviews

Coordinated and monitored export compliance regulations in the operations center with participants

In the event of changes during a launch mission send out notifications to senior leadership and launch Operations crew

Acted as a first responder to all sea crisis management activities

Responsible for recruiting volunteers for mission operations and manpower while vessels are out to sea, assigned rotational watches (07:00–12:00, 12:00-17:00, 17:00-23:00, 23:00-07:00) for safety precaution, immediate support to personnel coverage around the clock

Facilitated and coordinated pre/post launch events

Primary focal point for tele-conference services; Coordinated and maintained

Coordinated all travel and accommodations for domestic/international travel, process visa and passport renewals, expense reports, credit card reconciliation

Distribution of all technical and non-technical correspondence and ensured that it complies with all export governance rules as regulated by (DTSA) Defense Technology Security Administration

Managed worker’s compensation files and investigations

Managed personnel records (Current, Archived, Electronic)

Responsible for training new employees, inputting daily and weekly timesheets

Maintained/tracked: SHEA audit database, MSDS (Material Safety Data Sheets) in all required facility

Education:

St. Matthias High School High School Diploma

Training / Certificates:

2012 – 2013 Project Management Forum: Actively participate and attend the Business Customer Division – Project Management Forum sessions to develop opportunities to learn and continuously improve in the effectiveness of project execution, standardize project management methodology, processes, procedures, templates, and tools

2011-2012 - Expanded Analyst Forum:

Actively participated and attended the Expanded Analyst Forum sessions to help improve my performance and effectiveness of work execution, analysis, and supporting projects

Quality Achievements

US Government Security Clearance Active

TWIC (Transportation Worker Identification Credential) Active

Bilingual in English/Spanish

Systems:

Microsoft Office Software Suite: (Word, Excel, Power Point, Access, Visio, Project, Outlook), Lotus Notes, CSS Workstation, Interval Data Management-CDAS, EMS Application Tracking, Attachmate myEXTRA Application-Green Screen, Oracle, Acrobat, SAP, CRM, AMS Real-time, and Web-Internet

Award Accomplishments:

2013 Star Behavior Award for demonstrating a specific observable behavior that supports providing an exceptional experience to our customer

2013 Customer Hero Award for providing exceptional experience to our customer

2013 Appreciation Award for processing of DA Enrollment Exception and Submission Communications

2012 Wow Award Safety Culture

2012 Wow Award Workplace Collaboration

2012 Achievement Award Safety Team Recognition Exceptional Service when administering and overseeing the ERGO 123 implantation process while maintaining primary duties and responsibilities

2012 Star Behavior Award recognized for demonstrating a specific observable behavior that supports providing an exceptional experience to our customers

2012 Above & Beyond Award recognized for exceptional dedication and commitment in supporting CCS business objectives

2012 Super Star Award

2011 Achievement Award for a stellar job of planning and implementing the BCD Safety Booth at the SCE Company picnic

2011 Achievement Award for going above and beyond your scope of work to provide me with the necessary training for a successful transition of the Account Management Reports processed through the ESPSVCS Inbox. Your continuous support and training have been essential

Extended Quality Achievements:

Workforce Vision and strategy:

DA Support Team integration into Customer Choice Services

Alignment of Customer Choice Services workforce and functional organizational structure

Knowledge transfer

Operation Workforce Vision and strategy:

DA Support Team integration into Customer Choice Services

Alignment of Customer Choice Services workforce and functional organizational structure

Knowledge transfer

Operational Excellence

Customer Satisfaction:

Face-to-face meetings with the Electric Service Providers – Provide valuable education/information and relationship building with existing and new Electric Service Providers and SCE internal stakeholders

SmartConnect Usage Data – Priority escalation process with SCE internal stakeholders

Usage Data Reconciliation

Yearly Customer Satisfaction Survey

Operational Excellence

Operational Transformation:

Proxy Demand Resources – Development of Rule 24, Service Agreement and CISR

Customer Choice Services Central Database Transitioning

Technology and Processes:

SB 695 Partial Re-Opening of Direct Access 4-year phase-in enrollment process

Direct Access Process Improvement

Lotus Connection

Operational Excellence

Safety Corporate/Segment Initiatives:

BCD Safety team

Lead Life Safety Coordinator for Gateway

Reporting on time 100%

Achieved: Dart Goal is 2.43 or less

Achieved: Perform Tier 2 ergonomic assessments for new employees, employees that move, or as requested within

30 calendar days at a 95% completion rate

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