Driven by creating a safe environment that nurtures relationships between a company and its employees, external organizations, the media, and their local and community. In support Rhode Island Energy goals to continuously deliver a reliable source of energy, and enhancing operational efficiency. Leadership in cross-functional teams and expertise in data analysis and effective communication, significantly boost delivery and customer satisfaction rates, showcasing an ability to motivate teams and manage complex operations seamlessly. In being an energetic, supportive, and professional supervisor. It's imperative to motivate and building positive team dynamics to accomplish aggressive goals. Dedicated to open, communicative culture where employees feel empowered to contribute to company's success.
Overview
16
16
years of professional experience
Work History
SR SUPERVISOR CONSTRUCTION, CAPITAL PROGRAMS
Rhode Island Energy
477 Dexter Street, Providence
06.2016 - Current
Coordinate the daily activities of assigned external contractors performing construction, maintenance work associated with underground gas infrastructure.
Work in unison with other RIE departments to ensure the successful delivery of Main replacement projects are monitored in delivering safe and reliable service to the communities in which we support.
Fostered effective communication by providing constructive feedback and sharing knowledge across business lines.
Maximized personal competency through continuous professional development.
Mandated policy, procedure, and performance adherence for continued and increased operational efficiency and profitability.
Optimized resource allocation, enabling the department to meet tight deadlines and achieve project goals.
Championed process improvements in response to identified inefficiencies, resulting in enhanced organizational effectiveness.
Strengthened cross-functional collaboration, leading to more cohesive teamwork and better overall results.
Supervise and support union inspectors and field operation team members in providing quality assurance with work being performed per the National Grid specifications, standards and applicable contractual documents.
Review engineering specifications, diagrams, work plan, etc., survey site locations for constructability considerations, confirm proper permits and licenses are available prior to work start and attend project meetings with town municipalities as required to build relationships.
Maintained positive customer relations with municipalities throughout R.I. by addressing problems head-on and implementing successful course of actions.
Ensure safe and reliable construction and maintenance activities consistent with company, objectives and policies in full compliance with existing and relevant emerging government codes and regulations
Document safety incidents and communications to encourage “continuous improvement” field work environment within a performance-based culture.
Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
CUSTOMER CARE TIER I TECHNICAL SUPERVISOR
Cox Communications
Rhode Island And Virginia
07.2008 - 03.2016
Motivate and engage team; setting department goals and metrics in an effort to develop a process that exceeds customer expectations. Prioritize resources across various projects to gain optimal impact for all internal and external customers
Deliver excellent internal and external customer satisfaction by demonstrating exemplary leadership with business partners in order to develop best practices. Led and developed Call in Reduction process that resulted in improved customer experience, Call performance scores and in earlier appointment request.
Spearheaded the collaboration with cross-functional teams serving as Chair in the Diversity council; supporting company incentives, to grow the business as well as support the community in which we serve.
Boosted team morale and productivity levels through regular recognition of outstanding individual contributions and collaborative successes within the department.
Played an instrumental role in the successful completion of numerous high-stakes projects, utilizing strong leadership skills to guide team members through complex challenges and deliver exceptional results.
Maximize Agent productivity and identify and monitor service levels goals in accordance with Call Center call volume escalations procedures, up to and including answering calls when necessary to assist customers.
Education
No Degree - Studies (Associates Business Management)
JOHNSON & WALES UNIVERSITY
Providence, RI
02.
High School Diploma -
CRANSTON EAST HIGH SCHOOL
Cranston, RI
06.1987
Skills
Data Analysis
Staff Oversight
Compliance understanding
Process Improvement
Goal-Oriented
Project Management
Operations Management
Expectation setting
Customer Relationship Management
Managing Operations and Efficiency
Preventive Maintenance
MS Office
Reliability
Multitasking
Active Listening
Effective Communication
Accomplishments
“AGA’s American Gas Association - Next Level Leadership Women’s Program” Virtual personal leadership program – Crafted to help provide leadership development opportunity for woman who are rising stars. Show methods of how to build your brand and support and network with like woman in business.
Helped spear head Diversity and Equality Discussions - (Help drive the importance of Equality and Diversity in field operations; supporting the need to talk openly and honestly on the need to change and the challenges the nation faces
WICERG Group Member – Supported the ERG group in calibrating and facilitating discussion around Diversity, Woman in the workplace. Discuss the challenges of field operations and supporting contractors etc., assisted in re-developing a more diverse job description the appeals to all (including woman).
Hiring GDP – Conducted interviews in effort of hiring a GDP for Construction (worked with management in getting the best qualified applicant)
Mentored Admin – Provided guidance and support to admin in effort of transitioning to a leadership role within the organization. (Interviewing skills, Networking, Field visits, Being in the Forefront as a woman in leadership, the importance in creating partnerships with others (getting buy in)
IAuditor – Supported utilization and implementations of tool with internal employees field operation union team members, as well as external in working with our Contractors. Rolled out and created video for Chairman award that highlighted achievements
Contractor onboarding Ferreira – Worked with New Contractor (Ferreira) in effort to provide the necessary tools, knowledge and best practices to support our MRP (O&M, ESD, Compliance, Safety, Contacts for other boundary partners) etc.
ABPERG Group Member – continue to be a member of Alliance Of Black Professionals for leadership development. Was asked to be featured in a communication that highlights woman in construction. Provided a small Bio attached.
AABRG Vice Chair - As the RIE AABRG, our mission is to not only support the professional and career advancement of our employees, but also endorse diversity initiatives that inspire our youth and positively impact our community.
Timeline
SR SUPERVISOR CONSTRUCTION, CAPITAL PROGRAMS
Rhode Island Energy
06.2016 - Current
CUSTOMER CARE TIER I TECHNICAL SUPERVISOR
Cox Communications
07.2008 - 03.2016
No Degree - Studies (Associates Business Management)
Director of Operations and Capital Programs at Oregon City School District (OCSD#62)Director of Operations and Capital Programs at Oregon City School District (OCSD#62)