Joshua Ibarra
Hemet,Ca
Summary
Dedicated Technical Training Specialist seeking to obtain the position of NextGen ERP Business Transformation & Readiness Senior Specialist where I can utilize the skills of exceptional analytical, communication, and over 15 years of process improvement and development experience. Experienced in defining and analyzing performance and company policies and procedures. A confident and effective communicator who receives excellent feedback from managers, supervisors and peers.
Overview
17
17
years of professional experience
Work History
Technical Training, Specialist
Southern California Edison
Irwindale , CA
08.2019 - Current
- Executed a range of training initiatives in the Customer Service Operations Division encompassing New Hire, Promotional, Refresher Training as well as specialized projects.
- Conducted thorough analysis of department policies, processes, and programs offering valuable recommendations to Senior Leadership for policy and procedural enhancements
- Delivered training sessions incorporating SAP transactions and processes within C4HANA, S4HANA, and various desktop applications for moderate to complex tasks
- Assessed training satisfaction from clients by conducting personal interviews with employees and Senior Leadership
- Extracted, compared, and analyzed data from various internal source systems such as MS suite and data analysis tools to identify procedural inconsistencies and address procedure gaps
- Optimized training outcomes by evaluating diverse approaches to delivery including in-person and virtual options for maximized efficacy, cost-efficiency, and reduced environmental footprint.
- Proficient in utilizing remote training platforms including MS Teams, Adobe Connect, and WebEx
- Conducted post evaluation analysis and provided recommendations for improvement.
- Conducted comprehensive reviews of training materials to guarantee their accuracy and appropriateness. Tracked revisions for CCC, RSO, and other CSOD clients.
- Utilized spreadsheets and PowerPoint tools to develop data-driven presentations
- Fostered cross-functional collaboration by effectively engaging with stakeholders from different areas of the organization
- Developed comprehensive training materials to enhance learning experience
- Maintained records of student attendance and progress in each course offering.
- Facilitated discussions among students to encourage knowledge sharing and collaboration.
- Evaluated effectiveness of existing training programs by gathering data from participants.
- Analyzed data gathered through surveys or focus groups regarding job experience with courses offered.
Business Analyst-2 (RSO Billing Analyst)
Southern California Edison
Irwindale, Ca
11.2018 - 12.2019
- Utilized Customer Service System (CSS), Itron Enterprise Edition (IEE), SAP, and MS Access databases in daily operations.
- Performed analysis of billing transactions to resolve customer billing issues.
- Ensured resolution of billing issues by adhering to policies and procedures
- Reviewed and analyzed intricate data within customer accounts to resolve billing discrepancy.
- Engaged directly with various internal departments, and subject matter experts to solve billing issues in a timely and high-quality manner
- Worked on various special projects and assignments as needed
- Managed customer account setup process including creating new accounts as needed
- Identified areas where efficiency could be improved within the billing department.
Quality Assurance Analyst (Developmental Opp)
Southern California Edison
Irwindale , CA
02.2018 - 11.2018
- Evaluated and monitored calls across various departments in the Customer Contact Center
- Communicated and networked with managers, supervisors, and leads to optimize scoring decisions and provide valuable tips for improving customer experience.
- Conducted presentations to advise on enhancing customer experience
- Offered one-on-one feedback sessions to representatives, educating them on the latest methodologies for process implementation, system usage, and component evaluation.
- Utilized various systems including Qfiniti, Microsoft Word, Excel and CRM to monitor needs and enhance efficiency.
- Assisted other members of the QA team in identifying areas for improvement in processes and procedures.
- Monitored production environment performance metrics for anomalies that could indicate quality issues.
- Developed and maintained quality assurance protocols, processes and procedures.
- Conducted regular internal audits to identify non-conforming issues.
- Analyzed data from inspection results for trends in order to recommend process improvements.
- Created reports summarizing findings from inspections and tests conducted.
- Assisted in developing training materials related to quality assurance topics.
Energy Advisor 1
Southern California Edison
Irwindale, CA
04.2016 - 11.2018
- Evaluated and resolved customer inquiries, issues, and requests pertaining to applications, programs, billing, and services
- Maintained and reconciled payments, records, and reports
- Knowledgeable of SCE transmission and distribution equipment for overhead and underground systems
- Gathered and analyzed account data to identify and address customer billing and troubleshooting concerns.
- Negotiated customer account matters including extensions, payments, and scheduled orders
- Handled sensitive customer inquiries, ensuring a high level of sensitivity and professionalism
- Guided personnel and colleagues while fostering friendly competition to enhance productivity.
- Knowledge on Demand Response Program, CRM/SAP, CSS & E-Maps
- Efficiently managed service orders, leads, and accurate account notations
- Experienced with EMAPS and ESAP programs for energy management assistance and savings
- Verified and validated home assessment information to determine customer eligibility for measures or appliance replacement
- Consistently achieved and surpassed service and quality standards in all performance evaluations.
- Successfully managed sensitive and confidential phone conversations, demonstrating empathy and professionalism; consistently initiated follow-up calls as needed.
- Accurately interpreted and applied department and company policies, procedures, and tariffs for Residential Customers.
- Analyzed customer utility bills and identified cost-saving measures such as installing more efficient lighting systems or HVAC upgrades.
In-Store/Regional Trainer
BJ’s Restaurant & Brewhouse
Rancho Cucamonga, Ca
11.2008 - 09.2017
- Conducted comprehensive training sessions for new and seasoned servers and managers, covering customer service techniques, conflict resolution in person or over the phone, addressing customer inquiries, taking orders both in person and over the phone, utilizing computer systems, and cash handling using diverse training methods including role play
- Developed and evaluated technical training courses, programs, methods, and materials to determine the most suitable options for various situations
- Conducted regular stand-up meetings to familiarize staff with updated policies and procedures
- Executed tasks in accordance with the service guidelines of BJ's
- Travelled extensively to train employees throughout the U.S. on effective customer service practices.
- Analyzed employee performance and customer service capabilities, implementing alternative training strategies when desired outcomes were not met.
- Worked closely with management and fellow trainers to optimize training methods and performance assessments.
- Created an effective working environment for teamwork and continuity of service
Server/Bartender/Marketing Lead
BJ's Restaurant & Brewhouse
Rancho Cucamonga, CA
07.2008 - 09.2017
- Delivered quality customer service to a minimum of 200 patrons each day.
- Handled incoming calls with a high level of professionalism
- Provided customers with detailed information on services and products.
- Inputted customer orders using computer software
- Resolved customer issues and complaints professionally and amicably.
- Enforced compliance with legal drinking age through thorough identification checks.
- Demonstrated proficiency in the completion of biweekly safety mini course
- Successfully completed Food Handlers course.
- Supervised and managed marketing team at various marketing events
- Coordinated marketing events with local businesses in neighboring cities
- Collaborated with nationwide charity organizations to increase fundraising efforts
- Promoted our products to local businesses
- Managed major marketing events and interfaced with celebrities at fundraising events, such as the Cystic Fibrosis and AIDS awareness fundraisers.
Server
The Olive Garden Restaurant
Chino, Ca
08.2007 - 11.2008
- Delivered exceptional customer service in an upscale restaurant setting.
- Achieved and maintained 100 percent adherence to established standards
- Completed successful Food Handlers course.
- Provided prompt and professional responses to inbound calls
- Delivered comprehensive explanations about the company's offerings and assisted customers in making informed decisions
- Inputted and documented customer orders in computer system
- Provided prompt and efficient resolutions to customer complaints.
- Maintained knowledge of current menu items, garnishes, ingredients and preparation methods.
- Delivered food orders promptly and courteously.
- Monitored dining room for cleanliness and proper set-up at all times.
Education
High School Diploma -
Southlands Christian School
Walnut, CA06-2007
Some College (No Degree) - Utility Planner Certificate
Cal Poly Pomona
Pomona, CASkills
- Detail Oriented
- Materials Inspection
- Quality improvements
- Customer Service
- Problem-solving aptitude
- Analytical Thinking
- Documentation And Reporting
- Business Analysis
- Teamwork and Collaboration
- Process Improvement
Timeline
Technical Training, Specialist
Southern California Edison
08.2019 - Current
Business Analyst-2 (RSO Billing Analyst)
Southern California Edison
11.2018 - 12.2019
Quality Assurance Analyst (Developmental Opp)
Southern California Edison
02.2018 - 11.2018
Energy Advisor 1
Southern California Edison
04.2016 - 11.2018
In-Store/Regional Trainer
BJ’s Restaurant & Brewhouse
11.2008 - 09.2017
Server/Bartender/Marketing Lead
BJ's Restaurant & Brewhouse
07.2008 - 09.2017
Server
The Olive Garden Restaurant
08.2007 - 11.2008
High School Diploma -
Southlands Christian School
Some College (No Degree) - Utility Planner Certificate
Cal Poly Pomona
Similar Profiles
MICHAEL JONES ROSSMICHAEL JONES ROSS
Transmission Telecom Journeyman Cable Splicer at Southern California EdisonTransmission Telecom Journeyman Cable Splicer at Southern California Edison
Wyatt CauseyWyatt Causey
Field Technician at Southern California EdisonField Technician at Southern California Edison
Tammy McCullarTammy McCullar
Customer Solutions Representative 3 at Southern California Edison CompanyCustomer Solutions Representative 3 at Southern California Edison Company
Manikandan KrishnasamyManikandan Krishnasamy
Project Manager, Cloud Operations at TCS - Southern California Edison (Onsite and Offshore)Project Manager, Cloud Operations at TCS - Southern California Edison (Onsite and Offshore)
Emmalee LaxsonEmmalee Laxson
Teacher’s Aid at St. Mary’s Catholic SchoolTeacher’s Aid at St. Mary’s Catholic School