LETTY SAENZ
Gilroy,USA
Summary
Dynamic professional with extensive experience at PG&E, excelling in gas compliance and customer service. Proven leadership in training teams and enhancing compliance monitoring processes. Bilingual in English and Spanish, adept at building relationships and resolving complex issues, ensuring high customer satisfaction and operational efficiency. Skilled in leak detection and emergency response.
Overview
38
38
years of professional experience
Work History
Senior Gas Compliance
PG&E
Salinas, California
08.2025 - Current
- Trained and assisted team members in developing and implementing methods and procedures to meet compliance due dates.
- Ensured compliance with regulatory requirements and internal policies.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Reviewed and updated compliance documentation and policies regularly.
- Collaborated with cross-functional teams to resolve compliance issues, enhancing overall regulatory adherence.
- Maintained comprehensive records of compliance monitoring activities to support ongoing regulatory compliance.
- Performed periodic reviews of documents related to transactions for accuracy and completeness.
- Worked successfully with a diverse group of coworkers to accomplish goals and address issues related to our line of business.
Gas Compliance Representative
PG&E
Salinas, CA
11.2012 - Current
- The availability to work alone and without direct supervision.
- Operate Leak Survey equipment as well as pilot new equipment.
- Inspect both distribution and transmission gas lines for gas leaks and corrosion.
- Qualified driver for the Picarro car.
- Reviewed and completed daily documents for accuracy, ensuring compliance deadlines were met.
- Drove vehicles requiring Class C license to transport materials and personnel.
- Assisted diverse customer base by providing bilingual support in English and Spanish.
- Standby of transmission and distribution facilities.
- Inspection of atmospheric corrosion on gas meters and facilities.
- Operate Locate and Mark equipment
- Prioritized and organized tasks to efficiently accomplish company goals.
- Experience in responding to natural disasters like earthquakes and fires.
- Responded to emergencies involving over pressurization and odorant issues in gas lines, ensuring safety and compliance.
- Ability to travel to other facilities within PG&E.
- Ability to work in all weather conditions.
- Worked extended hours to meet critical deadlines and operational demands.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Consulted with customers to determine best methods to resolve service and billing issues.
- Evaluated customer account information to assess current issues and determine potential solutions.
- Answered 80+ inbound calls per day and directed to designated individuals or departments.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Set up and activated customer accounts to maintain QA satisfaction levels.
- Reviewed account and service histories to identify trends and issues.
Customer Service Supervisor
Comcast
San Jose, CA
09.1995 - 12.2012
- Developed and mentored teams of 18 to 24 employees to provide hospitable, professional service while adhering to established service models.
- Addressed and mitigated escalated situations to meet organizational objectives and drive customer satisfaction ratings.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Reduced process lags and effectively trained team members on best practices and protocol.
- Oversaw addressing of customer requests for friendly, knowledgeable service and support.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Provided customer service and issue resolution to increase QA satisfaction levels.
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
- Reviewed customer interactions and activity reports to identify and address concerns.
- Responded to in-person and online customers to improve company customer service ratings.
- Evaluated employee job performance and motivated staff to improve productivity.
- Coached staff on strategies to enhance performance and improve customer relations.
- Assessed team member performances, delivering one-on-one coaching to promote better service.
Store Manager
Payless Shoes Source
Salinas, CA
08.1991 - 09.1995
- Resolved customer problems by investigating issues, answering questions and building rapport.
- Processed daily paperwork, balanced register drawers, produced staffing schedules and prepared deposits.
- Improved store status by implementing process improvements and identifying performance gaps for corrective action.
- Strengthened work flow productivity by hiring, managing and developing top talent.
- Oversaw merchandising and displays, signage, decorations and cleaning to maintain safety and readiness for customers.
- Increased profits 55% by restructuring store layouts to enable efficient inventory management and performing financial planning and sales metric analysis.
- Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
- Corrected operational discrepancies by developing and executing process improvements.
- Prioritized sanitation, safety and health standards in work areas to meet OSHA requirements.
- Oversaw inventory management through cycle counts, audits and shrinkage control.
- Implemented succession planning by training and developing 9 associates into leadership positions.
- Updated store pricing, signage and merchandising to promote specials, sales and discounts.
- Exceeded team goals and resolved issues by sharing and implementing customer service initiatives.
- Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage.
Department Manager
Kmart, Sears Holding
Gilroy, CA
09.1988 - 08.1991
- Kept department on-target to meet sales and profit objectives by minimizing waste and pursuing revenue generation opportunities.
- Monitored supplier operations to verify quality, delivery schedule and conformance to contract specifications.
- Worked closely with sales associates to complete tasks.
- Streamlined ordering and Inventory procedures to identify top sellers and reduce over-stock.
- Enforced safety rules and other policies to protect employees and minimize company liability.
- Coordinated work schedules and distributed tasks to 10 employees in the Electronics department.
- Performed opening and closing duties as part of management team, including cash management.
- Delegated work to staff, setting priorities and goals.
- Treated associates with fairness and respect, providing recognition of accomplishments.
- Followed all safety protocols and company processes and procedures.
- Supervised 4 full-time and 6 part-time employees.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Coached, trained and mentored new team members and manager trainees.
Education
Associate of Arts - Business
Gavilan College
Gilroy, CASkills
- Gas utility experience
- Compliance monitoring
- Leak detection
- Safety protocols
- Emergency response
- Equipment operation
- QA
- Critical thinking
- Troubleshooting
- Organizational skills
- Leadership experience
- Team building
- Staff training
- Training development
- Supervision skills
- Customer service experience
- Fluent in Spanish
Volunteer Experience
- Elementary School Volunteer, 1990-2011
- Middle School Volunteer, 2010-2019
- High School Volunteer, 2013-present
- PTSA Vice President, 2011-2017
- High School Graduation Committee, 2013-present
- Volunteer at the Community FoodBank of San Benito, Ongoing
- Volunteer at the Sacred Heart Community Service, Ongoing
- Coached Little Leagues Girls Soccer, Ongoing
- Donate to multiple Organizations, Ongoing
Timeline
Senior Gas Compliance
PG&E
08.2025 - Current
Gas Compliance Representative
PG&E
11.2012 - Current
Customer Service Supervisor
Comcast
09.1995 - 12.2012
Store Manager
Payless Shoes Source
08.1991 - 09.1995
Department Manager
Kmart, Sears Holding
09.1988 - 08.1991
Associate of Arts - Business
Gavilan College