Amy Molano

Experience

• 

  SoCalGas

  Sept 1999 - Apr 2008

  Customer Service Representative

  Assisted customers with complex billing inquiries, handled customers requested orders from emergency situations to moving.

• 

  SoCalGas

  Oct 2010 - now

  Provide performance coaching support to Customer Contact Center Supervisor’s, review metrics looking for trends, collaborate with various departments to ensure consistency, and provide Supervisor’s with coaching tips based on the metrics. My favorite part of my job is the collaboration piece. I love partnering with other teams to create change. Evaluate, coach, counsel, and provide guidance for 15 Customer Service Representatives (CSRs) and ensure that they meet their level of service performance goals. Facilitated classroom training on technical and non-technical material for the role of Customer Service Representative. Facilitate training for contractors in the Energy Efficiency programs, audit contractor paperwork to ensure CPUC compliance, and act as a subject matter expert to agencies regarding Company policy.

  • Employee Development Advisor

    Nov 2020 - now

  • Performance Advisor

    Jun 2016 - Nov 2020

  • Customer Contact Center Supervisor

    Jun 2012 - Jun 2016

  • Training Specialist

    Apr 2008 - Jun 2012

  • Field Specialist

    Oct 2010 - Feb 2011