AURORA CANTU

Experience

• 

  Southern California Edison (SCE)

  Oct 1997 - now

  Manage a team of Inside Account Managers with a portfolio of 1,600+ Commercial and Industrial strategic customers. Develop, plan, and execute on short-term and long-term Demand Side Management (DSM), Transportation Electrification (TE), and Voice of the Customer (VOC) goals including business metrics to drive goal attainment. Monitored the team’s key metrics and provided coaching and development of Account Managers in support of goal attainment.Collaborate with cross-functional teams in the development of key business initiatives. Cross-functional collaboration with internal stakeholders and account managers to resolve departmental and/or customer complex issues and escalations .Worked closely with internal and external stakeholders on various continuous improvement projects.Partner with Public Safety Partners and Critical Infrastructure customers on Wildfire Mitigation, All Hazards, and Business Resiliency. Show less Account Manager Major Accounts -Business Customer Division - (San Bernardino) 2006-Present Corporate Representative managing the Utility’s large and most strategic Commercial and Industrial customers. Represent the company by delivering consultative sales and marketing of electric energy, products and services to ensure the attainment of revenue goals. Consult with customers to access their business needs and requirements, and identify value added Company products services, and/or innovative solutions to address their needs. Identify and promote new business opportunities through sale of standard products and service in support of corporate business objectives. Provide recommendations to senior management to influence corporate and departmental decisions. Develop and execute annual Goal Attainment Strategy which includes California Energy Action Plans for customers. Manage all aspects of customers’ accounts as they relate to Transmission and Distribution, Outage Communications, Distributed Generation, Utility Market updates, legislation, California Public Utilities Commission mandates, and California Independent System Operator updates. Train, coach, and mentor newly hired Account Managers and Account Coordinators on all aspects of the utility industry including billing, credit, rates, and account management. Provide guidance to internal team members and external stakeholders relative to managing company issues in the communities. Advocate the Utility's position on operational and strategic issues while forming strategic alliances that ensure mutually beneficial business engagements. Show less Customer Solutions Representative III Lead-Revenue Service Organization – (Covina) 2004-2006 Liaison between RSO and Business Customer Division where I evaluated and resolved customer inquiries, issue, and problems to ensure that appropriate action was taken to satisfy the customer, Utility, and/or CPUC compliance with policies, procedures, tariff rules and rates. Designed, coordinate, and managed programs designed to meet and/or address special needs. Managed and delegated inquires to the Billing Analyst team while providing leadership, coaching, and training to the team to help overcome obstacles and achieve billing and customer service goals. Researched and analyzed complex billing data, developed communications plans and updated projects in progress. I participated in cross-functional teams which involved interfacing with clients, direct reports, and corporate managers to facilitate cooperation between departments and promote deliver solutions. Provided insight to all levels of management to assist with development of corporate and departmental goals. Worked in close collaboration with Account Managers to successfully review and resolve customer issues, often at the California Public Utility Commission level, of an unusual or complex nature. Partnered with Account Managers and customers to discuss bill history inquires while performing utility rate analyses and making recommendations. I attended face to face customer meetings alongside Account Managers and/or department Managers to assist in resolving complex rates, billing, credit, and tariff policies. Show less Customer Solutions Representative II-Revenue Service Organization-(Covina) 2002-2004Review and resolve customer issues, often at the CPUC level, of an unusual or complex nature. Successfully billed the most complex and high revenue Commercial and Industrial customers accurately and in a timely manner. Supported all project assignments, track and met timelines, and provide timely status updates to management and key stakeholders. Applied end to end usage processes and interval usage data to bill large complex accounts. Perform utility rate analyses and made recommendations based on outcome. Show less Customer Solutions Specialist - Customer Communication OrganizationCustomer Solutions phone representative for Commercial, Industrial, and Agriculture customers. Identified and resolved inquiries regarding complex billing issues, credit, and rates. Interact with SCE’s work groups such as Billing, Service Planning, Engineering, District Personnel, and Tariff Programs & Services to solve complex inquiries. Consulted with customers to assess their business needs and requirements and identify value added company products and services such as; Demand Response, Energy Efficiency and on-line tools. Contributed in the testing and training of a new software system, Call Work Optimization, implemented in the Customer Service Organization (call center). Show less

  • Manager

    Aug 2017 - now

  • ACCOUNT MANAGER

    Jul 2006 - Jan 2022

  • Customer Solutions Representative III

    Jan 2004 - Jul 2006

  • Customer Solutions Representative II

    Jan 2002 - Jan 2004

  • Customer Solutions Specialist

    Oct 1997 - Dec 2001