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Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000 xxx-xxx-xxxx


Detail-oriented and self-motivated professional offering easily transferable skills with over 6 years of experience in Revenue Services providing analysis and solutions; with extensive experience in business analysis; equipped with dedication to service excellence and track record of success in resolving client issues and exceeding expectations. Excellent communicator with good decision-making and problem-solving techniques; eager to undertake professional challenges and intensely committed toward getting the job done to achieve favorable results; recognized as a strong leader and team player who thrives in a collaborative free flow environment.


Knowledge Management For Business Strategy

Project Coordination/Management

Client Focused Processes

Superior Communication Skills


Business Analysis/Process Improvement

Relationship Building/Collaborative

Results Oriented


Professional History

Southern California Edison - Irwindale, CA 9/2017-present

Business Analyst (Development Opportunity)-Professional Services, Support, and Integration

   Research and analyze content in EE Toolshed that requires updates in FETCH.

   Provide recommendations for EE Toolshed enhancements and improvements.

   Confirm all 42 automated sites within SharePoint are up to date and meet the standard ie., format, content and access groups.

   Distinguish and log into catalog 330 remaining sites within catalog inside CSOD site collection.

   Consistently adhere to Edison s safety protocols and safe work practices on a regular basis


Southern California Edison - Irwindale, CA 11/2010-present

Customer Solutions Representative 2 Revenue Services Organization

   Process improvement idea for Knowledge Management Exchange Tool selected for X-Change program.

   Planned and collaborated with project team members to implement idea.

   Successfully presented Knowledge Management Exchange Tool Project to Senior Executives and stakeholders utilizing power point.

   Conduct complex technical analysis, of Smart Connect Meter interval data for accuracy utilizing billing systems- Meter Data Management IEE, CSS and Green Screen, which results in the timely billing of customer accounts to ensure 99-100% of customers are issued current month s bill by month end.

   Collaborate with other departments within the Customer Service Business Unit and other SCE organizations to efficiently research and investigate routine and/or intricate meter data issues and exceptions from inception to completion to resolve billing inquiries to reduce accounts delayed 90 or more days by year end.

   Troubleshoot and provide quality review of meter data and usage issues that arise due to meter replacement, and billing processes or special circumstances such as Tariff Rule 17, crossed meters, meter removal and/or defects.

   Collaborate with other departments within the Customer Service Business Unit and other SCE organizations to efficiently research and investigate routine and/or intricate meter data issues and ambiguous exceptions from inception to completion to resolve billing inquiries/issues and reduce accounts delayed 90 or more days by year end.

   Work on customer accounts and daily reports utilizing Microsoft Access and Excel.

   Consistently adhere to Edison s safety protocols and safe work practices on a regular basis.




Melani C. Donald Page 2


Southern California Edison - Irwindale, CA 9/2016-12/2016

Supervisor Upgrade TOU Spicy Rate Pilot Team CBO/RSO

   Executed, planned and supervised team activities on a daily basis to ensure goals were met and team was motivated and inspired to produce.

   Collaborated with TOU Spicy Rate SME and project team in person and via conference calls to learn the TOU Spicy Rate and the manual billing process to assist the team with difficult questions/issues.

   Established positive relationships with analysts and sought opportunities to coach and mentor in areas such as attendance, tardiness and career goals to develop and encourage growth.

   Created and presented reports to senior management and key stakeholders on department goals and/or issues such as TOU Spicy Rate delayed accounts.

   Continuously monitored work distribution and redistributed if necessary utilizing Access Database and Excel.

   Supervised, and made decisions in regards to situations that arose in the manual billing process.

   Responsible for handling customer escalations from the call center and billing issues to ensure customer satisfaction.

   Prepared ad hoc analysis to monitor billing performance and to direct the team focus to maintain expected volume and productivity.

   Maintained confidentiality in the handling of sensitive and confidential customer/employee information.

The Capital Group Companies Irvine, CA 3/1996 to 8/2009

American Funds Services - One of the largest mutual fund companies

Client Services Representative/SME Team Lead 2001-2009

   Acted as a strong resource throughout the department by consistently exceeding the department expectations. Acted as a Subject Matter Expert (SME) on 529 CollegeAmerica accounts and as a Systems Representative soliciting ideas from the department on new enhancements to the system to make jobs easier. Would present ideas and possible solutions as a project statement in a video conference meeting with peers in other offices across the country.

   Initiated and led the implementation effort for enhancing a customer auto withdrawal process. Developed a solution for creating an alternate address function in the auto withdrawal ACH process; consulted with compliance/legal department and presented recommendations to the Control.

Accounting Department. As a result, the enhancement was implemented in a timely manner.

   Provided staff skill building by conducting training classes on navigating through different computer systems/software and processes; encouraged quality assurance on calls and paperwork for department, providing constructive feedback to the team on their calls with screen prints and job aids to reference for future improvements.

   Led team meetings and facilitated formal assessments of new processes. As the team lead, responsible for presenting new information or updates to the team by providing training, materials, job aids and or handouts.

   Supervised staff and provided resources to enhance analytical skills for the development of appropriate solutions in supervisor s absence; Partnered with immediate supervisor on administering the performance management process. Made recommendations, approvals and business decisions with respect to team as well as external client problem resolution in supervisor s absence; enlisted as department wide quality assurance expert to increase overall customer satisfaction and loyalty to 99%.

   Strengthened employee development by monitoring calls and imaged sources; implemented team building activities for new and existing call center representatives; facilitated orientation, training and ongoing mentoring which increased staff performance and productivity by 10%; analyzed reports for


Melani C. Donald Page 3


   process improvement and employee coaching opportunities; entered results into quality assurance database; managed service levels and queue for efficiency.

   Proactively handled escalated customer calls when management needed assistance; demonstrated leadership and initiative by identifying process improvements and recommending solutions and/or enhancements to customer service process; acknowledged others needs and demonstrated a leadership role in a team setting; anticipated if colleagues/team mates had questions; consistently demonstrated clear and helpful communication that others could understand; answered questions about customer processes and often went above and beyond creating job aids to help address and clarify questions.

   Shared knowledge with peers and management, learned from challenging situations such as irate shareholders, callers and new IRS regulations pertaining to changes on 403(b) retirement accounts.

   Prioritized responsibilities in a high volume, fast paced environment with aggressive deadlines. Utilized thorough understanding of company policies that affect business in a highly regulated environment. Ensured company was not put at risk for unnecessary losses and liability.


Fund Representative 1996-2001

   Drove business development and provided exemplary customer service to thousands of American Funds 50 million shareholder account owners, plan administrators and financial advisors via call center Automated Call Distributor (ACD), correspondence and in person; managed special projects for upper management; presented comprehensive information regarding American Funds investment services and mutual funds; selected to conduct tours of American Funds campus to brokers, lawyers and shareholders.

   Demonstrated empathy and understanding when interacting with irate customers. Communicated in a clear, pleasant tone. Cordially greeted customers immediately offering assistance.

   Utilized consultative selling skills to present American Funds products and services to Investment Advisors.

   Awarded service excellence commendation for providing outstanding customer service. Recognized for demonstrating good judgment when making business decisions and weighing the balance between service and liability. Always maintained a pro-service attitude.






Project Management Professional Certificate In Progress


National University - San Diego, CA

Master of Business Administration, International Business April 2010

Bachelor of Arts, Public Administration July 1992


Southern California Edison - Rancho Cucamonga, CA

Revenue Services Organization Leadership Skills Training

Minds in Motion - Idea Development November 2011

Surviving With Teamwork - Working as a Team January 2012

Juggling Elephants Time Management April 2012


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