Erica Ulloa

Experience

• 

  Southern California Edison (SCE)

  Apr 2002 - now

  Responsible for ensuring alignment of customer service strategy and goals. Work closely with business partners to develop business readiness scorecard criteria to assess operational preparedness prior to going live, and work as a change agent to identify and document gaps and wins. Lead and participate in key business readiness activities, responsible for assessing, documenting, tracking, monitoring and reporting Readiness activities. Work with multiple groups including IT, CSOD organizations, CP&S, BCD, HR and others. Utilize strong analytical skills, project management techniques, cross-functional outlook and long change management experience. Utilize skills in Business Readiness and Change Management. Show less Responsible for determining business requirements for major projects/ initiatives, gather, document, analyze, and draw conclusions on complex data and information to develop alternatives, solutions, and recommendations related to operational excellence, Participate in cross-functional teams and conduct risk-planning analysis to achieve success in implementing initiatives and new technology. Develop and deliver presentations to audience from front-line to Senior Management. Provide recommendations and data analysis reports to Management teams can make informed decisions on policy and process. Show less Supervised a team of 16 specialists, handled supervisor calls, quality assurance monitoring and feedback; coached CSR’s on policies and procedures; monitored team attendance and schedule adherence; approved timesheets; maintained supervisor files; handled all performance management issues including disciplinary action, suspensions and termination; approved all time off codes for team; monitored FMLA packages for customer service representatives; maintained correspondence between departments and customers; coordinated team meetings; Monthly One on One competency evaluations with team members; devised team building exercises; developed motivational techniques. Responsible for maintaining highly confidential information and Service Level Management. Resolved Complex and escalated customer Inquiries. Show less

  • Project Manager

    Jun 2019 - now

  • Analyst-Program/Project 3, Project Management Team

    Nov 2017 - Jun 2019

  • Trainer, Training and Knowledge Management team

    Oct 2016 - Nov 2017

  • Business Analyst

    May 2008 - Oct 2016

  • Customer Service Representative Lead

    Feb 2005 - May 2008

  • Supervisor 2/ Supervisor Upgrade Pool

    May 2003 - Feb 2005

  • Customer Service Specialists/ Customer Service Specialists 2

    Apr 2002 - May 2003