Yyyyyy x. yyyyyy

Xxxxxx, XXXXXX xxxxxx ￨ (xxx-xxx-xxxx ￨ abc@xyz.com

Knowledge Management ￨ Project Coordination / Management ￨ Best Practices

Customer Service Operations ￨ Risk Mitigation ￨ Organizational Change Management

Process Optimization ￨ Client-Focused Business ￨ Short- / Long-Term Planning ￨ Trends Tracking

Cross-Organizational Impact Analysis ￨ Relationship Building / Management ￨ Regulatory Compliance

Executive / Stakeholder Relations ￨ Cost-Reducing Initiatives ￨ Data / Records Management ￨ Conflict Resolution

Highly Accomplished MBA Graduate and PMP Xxxxxxndidate who consistently makes sound TKM-, PSS&I-, and CSOD-based decisions to reflect positively on enterprise-wide strategic initiatives in alignment with our company s vision, value, and goals. Top Performer who offers solutions-centric critixxxxxxl thinking for insightful, change-oriented results, and who actively fosters innovation. Visionary Professional who rises above challenges to improve the bottom line and attain winning outcomes, including quickly adapting to evolving scenarios. Excellent Communixxxxxxtor who develops synergistic relationships with executives, stakeholders, and clients / customers, and who leads peers by example and with ethics and integrity to promote change while exceeding business objectives.

  Effectively maximizing staff productivity while minimizing companywide risk.

  Achieving selection to participate in a cross-functional training development pool.

  Successfully completing rigorous two-month Knowledge Management-centric assignment.

  Participating in a special Knowledge Management company process program entitled X-Change.

  Continually collaborating with teams to share best practices and drive key process improvements.

Development Opportunity Professional Services, Support & Integration (PSS&I)

Business Analyst ￨ Subject Matter Expert (SME) Team Lead (2017 Present)

Xxxxxxpitalize on the opportunity to lead forward-thinking research and analysis of EE Toolshed content that requires updates in FETCH, including delivering comprehensive recommendations for EE Toolshed enhancements and / or improvements. Expertly confirm 42 automated sites within SharePoint are up-to-date and meet core standards.

  Consistently complied with Edison s safety protocols and safe workforce practices.

  Distinguished and logged 330 remaining sites into xxxxxxtalog within the CSOD site collection.

Revenue Services Organization

Customer Solutions Representative II (2010 Present)

Strategixxxxxxlly steer collaborations among top-performing project team members to implement a process improvement idea for a Knowledge Management Exchange Tool selected for the X-Change program. Conduct complex technixxxxxxl analysis of Smart Connect Meter interval data for accuracy utilizing billing systems (i.e. Meter Data Management IEE, CSS, Green Screen). Interface among multiple departments within the Customer Service Business Unit and other SCE organizations to investigate routine and / or complex meter data issues and exceptions from inception to completion. Continually troubleshoot and deliver quality review of meter data and usage issues, resolve billing issues and / or inquiries, and reduce accounts delayed 90 or more days by year-end.

  Continually ensured that nearly 100% of customers were issued bills by a month-end period.

  Presented the Knowledge Management Exchange Tool Project to executives and stakeholders.

Upgrade TOU Spicy Rate Pilot Team CBO / RSO

Supervisor (2016)

Utilized broad scope of industry knowledge toward planning, executing, and managing results-generating team-focused initiatives to actively exceed goals while maintaining confidentiality in the handling of sensitive customer information. Collaborated with TOU Spicy Rate SME and teams to learn the TOU Spicy Rate and manual billing process to assist staff with difficult issues. Developed and distributed reports for management and stakeholders. Prepared ad hoc analysis to monitor billing performance to maintain expected volume and productivity.

Yyyyyy x. yyyyyy ￨ (xxx-xxx-xxxx Page Two

Upgrade TOU Spicy Rate Pilot Team CBO / RSO

Supervisor (2016)

  Built and sustained mutually beneficial relationships with top analysts.

  Developed and encouraged growth by coaching and mentoring staff in xxxxxxreer goals.

  Expertly handled customer esxxxxxxlations from the xxxxxxll center, as well as critixxxxxxl billing issues.

  Optimized work distribution via continual monitoring for efficient redistribution if necessary.

Amerixxxxxxn Funds Services One of the Largest Mutual Fund Companies

Client Services Representative ￨ Subject Matter Expert (SME) Team Lead (2001 2009)

Maximized bottom-line performance to exceed department expectations as a SME for 529 CollegeAmerixxxxxx accounts, along with as serving as a Systems Representative tasked with soliciting enhancement-centric strategies to improve efficiency and productivity among nationwide peers. Directed details-oriented staff in meeting or exceeding objectives while analyzing reports for process improvements and recommending solutions to customer service processes. Aggressively achieved deadlines in high-volume, fast-paced scenarios, and used understanding of companywide policies to positively affect business in a highly regulated environment.

  Spearheaded an improved process for customer auto withdrawals.

  Actively led training classes on multi-systems and processes navigation.

  Strengthened employee training / development to improve productivity by 10%.

  Instructed peers and management on shareholder relations and new IRS regulations.

  Selected as a department-wide quality assurance expert to increase customer loyalty to 99%.

  Led team meetings and formal procedural assessments to update and train staff on new processes.

Funds Representative (1996 2001)

Played a vital role in promoting a pro-service attitude while driving substantial new business development delivering services excellence to thousands of Amerixxxxxxn Funds 50 million shareholder account owners, plan administrators, and financial advisors. Supported management teams with special projects, including presenting comprehensive data on investment services and mutual funds. Successfully resolved complex and / or esxxxxxxlated customer issues via demonstrated empathy and understanding.

  Consistently recognized for superior judgment when making astute business decisions.

  Selected to conduct tours of Amerixxxxxxn Funds xxxxxxmpus to brokers, lawyers, and shareholders.

  Honored with Service Excellence commendation for delivering exceptional customer service.

  Led consultative selling to present Amerixxxxxxn Funds products and services to Investment Advisors.

Master of Business Administration (International Business Emphasis ￨ Knowledge Management Studies)

Bachelor of Arts in Public Administration

Project Management Professional (In Progress)

Revenue Services Organizational Leadership Skills Training

Minds in Motion Idea Development

Juggling Elephants Time Management

Surviving with Teamwork Working as a Team