Irene C

Experience

• 

  Pacific Gas and Electric Company

  Sept 2011 - now

  • Collaborate across the company to facilitate and support the adoption of consistent records management practices and procedures.• Promote the management of the information lifecycle to further PG&E’s immediate and future regulatory, legal and operational requirements• Ensure policy, strategy and guidance of records and information assets, monitoring compliance and supporting the development of consistent and integrated processes throughout the territory.• Establish and maintain cross-functional working relationships with key business partners throughout PG&E• Supported both Carr and Camp Fire Basecamps on all ERIM efforts; working in the fast-paced environment ensuring all sites were equipped with the proper tools to stay compliant while in the field.• Supported two PSPS events at our Emergency Operations Center under the Logistics team. • Analyzed Shred usage at all Base Camp/Micro-Sites in 2020 and created a process that outlines all LOB responsibilities• Collaborated with logistics to eliminate duplicate shred bin deployment efforts during emergency events.• Support work groups for records related audits and serve as RIM support to ensure records continuity. • Monitor performance to identify gaps in processes and deliver training as needed • Serve as the point of contact and liaison for several lines of business’ and our off-site storage vendor for record retrievals, record indexing, record send off and supply requests. • Reviewed and reduced shred costs by $8,277 for the Yosemite Division through the reduction of shred visits and increase in shred bins per site. • Monitor status of records retrieved from off-site storage to ensure proper protection and timely return to storage • Manage and review the on-site legal holds and shred bin processes for 22 offices and 64 substations throughout the Yosemite Territory.• Mitigated Risk and ensured record safety through Record Assessments, Compliance Monitoring and Facility Clean ups. Show less • Support 3 different organizations (Corporate Services, Safety & Shared Services and Customer Care) in the recruitment of passive jobseekers. • Cultivate strong partnerships within key hiring groups and senior leadership that resulted in successful candidate sourcing strategies, interview strategies and techniques equitable offer packages and workforce planning initiatives. • Developed unique and successful internet sourcing strategies to find and attract candidates in a difficult hiring market• Reduced average cost per hire, saving a 20% agency fee and a total of $93K within 6 months• Managed between 10-15 open positions at any one time, while being a trusted advisor to client group leadership teams• Utilized a wide variety of methods to generate candidates, including web based sourcing, internet postings, internal and external networking and referral programs.• Responsible for screening candidates strengths and compared with clients' requirements to ensure their qualifications meet open positions• Prepare resumes for presentation to clients specifically stating why the candidate is right for the job Show less • Support over 10 departments within the Customer Care Organization in the coordination and development of future leaders for PG&E by assisting in the recruitment process.• Actively promote, manage and drive recruiting efforts through the growth of the Management in Training program.• Introduced and promoted the benefits of internships to the organization, resulting in an increase of interns.• Partner with hiring managers, develop and execute department specific strategies to meet hiring goals.• Coordinate logistics and planning for recruiting efforts • Build ongoing relationships with target universities and key points of contact.• Successfully manage recruiting process for intern and new graduate candidates while providing a positive hiring experience.• Through recruiting efforts, actively promote Diversity and Inclusion through the continuing effort to deliver an exceptional customer experience to each and every customer, and support the company’s overall vision to be the leading utility in the nation. Show less • Support and ensure successful implementation of Credit Operation projects and initiatives.• Design and deliver training on complaint management, Credit case initiatives, and performance management and improvement.• Manag Customer Complaint initiatives, develop efficiency reports and interpreted and delivered metrics to stakeholders.• Conduct daily deep dives on Credit Cases to identify root causes; discovered, discussed and communicated unfavorable trends and missed opportunities to upper management, as well as initiate and followed through with training opportunities for internal Credit employees and external partners.• Work closely with Corporate Communication in the creation, review and translation of multiple Credit related letters.• Preserve an open line of communication with Credit Supervisors and internal departments to produce efficiency and tracking reports in order to achieve mutual goals.• Established a Credit Customer Advocacy group within Credit Operations to enable a warm hand off procedure to Credit for complaints received via the California Public Utility Commission (CPUC).• Consistently provide outstanding customer service; calmed and counseled unhappy customers, clarifying needs and recommending appropriate actions to enhance customer loyalty and company reputation. • Actively review Credit Policy changes and their impacts to financial performance vs. complaint impacts.• Create and deliver process improvement communications within Credit.• Energetically participate and plan team building and community events to better engage with employees and customers. Show less • Conducted internal reporting on personal PG&E Employee accounts, identified indicators of account manipulation and reported outliers to the company’s internal auditing department for further investigation.• Reviewed Skip tracing reports, reached out to internal stakeholders and identified the appropriate personnel required to have skip tracing access.• Successfully completed monthly report audits in order to improve accountability, ethical and professional practices.• Identified all Credit mailboxes and correspondence in order to ease the receiverships of internal/ external correspondence into the center.• Partnered with Credit Supervisors to document current processes and identify process improvement opportunities. • Trained all Credit customer facing employees on Order Institute Rulemaking mandated multi-channel functionalities to maintain a positive customer experience. Show less

  • Expert Program Manager

    Jan 2024 - now

  • Sr. Records Analyst

    Feb 2017 - Jun 2024

  • Sourcer

    Apr 2016 - Feb 2017

  • College Recruiting/ Manager in Training Coordinator

    Jun 2010 - Feb 2017

  • Credit Operations Business Analyst

    Jun 2010 - Apr 2016

  • Credit Policy Business Analyst

    Sept 2011 - May 2012