KELLY WALTMAN
Slatington,PA
Summary
Results-driven professional with expertise in PUC regulations and data analysis. Proven ability to implement business process improvements and resolve complex problems proactively. Committed to enhancing team performance through additional responsibilities and strategic contributions.
Overview
16
16
years of professional experience
Work History
Regulatory Programs Specialist
PPL Electric Utilities
11.2023 - Current
- Ensured compliance with Pennsylvania PUC regulations for Universal Service Programs delivery.
- Supervised caseworkers on program procedures, technology, and performance standards.
- Enhanced operational efficiency through process improvements with Community Based Organizations.
- Led CBO teams to streamline application turnaround times for Low Income Programs.
- Analyzed data trends to guide decision-making and optimize processes effectively.
- Facilitated training sessions, promoting skill development for LIHEAP staff.
Regulatory Compliance Specialist
PPL Electric Utilities
09.2022 - 11.2023
- Ensured compliance with Chapter 56 regulations through effective liaison with PUC.
- Streamlined responses to PUC informal complaints, enhancing organizational efficiency.
- Established Compliance Partnership, aligning CCC and Vendor actions with PUC Guidelines.
- Implemented process improvements, supporting CCC's objectives and regulatory adherence.
- Guided CCC Supervisors in compliance initiatives related to PUC regulations and procedures.
Contact Center Supervisor
PPL Electric Utilities
11.2017 - 09.2022
- Increased productivity by implementing effective initiatives across teams.
- Facilitated communication of best practices to align team goals and efforts.
- Monitored employee performance, delivering feedback and coaching for improvement.
- Reviewed call recordings, providing feedback using a structured coaching process.
- Utilized performance data to enhance operational efficiency and effectiveness.
- Established and enforced internal policies to optimize responsiveness and efficiency.
Workforce Management Coordinator
PPL Electric Utilities
11.2015 - 11.2017
- Enhanced service levels by monitoring call volume and adjusting workforce dynamically.
- Optimized work schedules by analyzing call volume and managing breaks effectively.
- Restored service levels promptly by reacting to call volume fluctuations.
- Recommended skill-based routing to improve call handling efficiency.
- Coordinated WFM adherence exceptions with Operations to ensure compliance.
Budget Coordinator
PPL Electric Utilities
09.2014 - 11.2015
- Prepared and improved budget reporting process and developed, socialized and implemented new budget methodology to ensure broader understanding and more accurate budget analysis and forecasting.
Staff Analyst
PPL Electric Utilities
09.2013 - 09.2014
- Agile Project Management Experience
- Completed Lean Six Sigma Technician training.
- Product Owner Proxy - wrote specs and coordinated Hardening Sprint.
- Created and completed Test Plans
- Lead for Business Process Improvement Initiatives for Customer Contact Center.
Quality Assurance Specialist/Sr Quality Assurance Specialist
PPL Electric Utilities
03.2010 - 09.2013
- Resolved PUC informal complaints by analyzing violations and preparing responses.
- Facilitated compliance with Chapter 56 regulations between PUC and company.
- Trained staff on Chapter 56 regulations to ensure consistency across CCC and Vendors.
- Implemented process improvements to enhance CCC’s operational objectives and goals.
- Supported compliance initiatives for PUC regulations, refining internal processes and procedures.
- Coached team members, providing feedback to improve overall customer satisfaction.
Education
High School Diploma -
Emmaus High School
Emmaus, PA06.1992
Skills
- Performance improvement strategies
- Flexible problem-solving
- Analytical Thinking
- Interpersonal collaboration skills
- Customer service expertise
- Proficient in PUC regulatory standards
- Awareness of industry regulations
Timeline
Regulatory Programs Specialist
PPL Electric Utilities
11.2023 - Current
Regulatory Compliance Specialist
PPL Electric Utilities
09.2022 - 11.2023
Contact Center Supervisor
PPL Electric Utilities
11.2017 - 09.2022
Workforce Management Coordinator
PPL Electric Utilities
11.2015 - 11.2017
Budget Coordinator
PPL Electric Utilities
09.2014 - 11.2015
Staff Analyst
PPL Electric Utilities
09.2013 - 09.2014
Quality Assurance Specialist/Sr Quality Assurance Specialist
PPL Electric Utilities
03.2010 - 09.2013
High School Diploma -
Emmaus High School