Summary
Overview
Work History
Education
Skills
Certification
Additional Information
Timeline
Generic

Omari Hines

Jurupa Valley,CA

Summary

Strategic leader with 19 years in the energy sector, specializing in deregulated markets. Known for developing innovative energy solutions and driving operational excellence. Recognized as a Top Edison Award Nominee and Leader of All Customer Service Process Improvements from 2022-2024. Expert in leading energy efficiency programs and process enhancements. Skilled in leading cross-functional teams, enhancing stakeholder relations, and ensuring regulatory compliance. Currently pursuing a Master's in Sustainability to further improve sustainable energy practices. Consistently surpasses key performance indicators, contributing to team performance and organizational benchmarks.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Business Operations Analyst / Advisor

Southern California Edison
Irwindale
03.2018 - Current
  • Revolutionized DA Lottery Efficiency and Quality
  • Achieved a remarkable improvement in quality, increasing from 17% in 2021 to 100% in 2023
  • Reduced cycle time minutes by 38% from 2020 to 2021, despite a 73% increase in 2022, and achieved a further 97% reduction in 2023
  • Cut lead time from 40 days to 24 days and decreased manually logged accounts from 9,343 to 191
  • Streamlined operations, reducing the number of tasks from 17 to 9 and cutting team headcount from 7 to 4 FTEs in 2023
  • Delivered significant cost savings, reducing task costs from $17,965 in 2022 to $3,500 in 2023, resulting in a total savings of $14,465
  • Consistently Achieved 100% of KPIs and Goals
  • Met or exceeded all key performance indicators and goals, maintaining a 100% success rate across all DA Lottery and related initiatives
  • Enhanced Data Accuracy and Efficiency
  • Implemented automated data validation protocols, reducing data entry errors by 25% and cutting report preparation time by 15%
  • Streamlined Exception Handling
  • Developed and integrated a new exception reporting system, reducing billing exception resolution time by 30% and improving overall exception management efficiency by 20%
  • Optimized Training Programs
  • Led training sessions on new reporting tools, increasing team productivity by 40% and reducing follow-up corrections on reports by 50%
  • Revamped Report Generation Process
  • Introduced automated scheduling and real-time tracking, resulting in a 35% reduction in report generation time and a 20% improvement in report accuracy
  • Enhanced Data Analysis Coordination
  • Spearheaded data analysis efforts across CCA/DA/DRP programs, improving cross-departmental collaboration by 25% and increasing project completion timeliness by 15%
  • Improved Exception Log Management
  • Introduced weekly review sessions, reducing unresolved issues by 30% and improving customer satisfaction metrics by 10%
  • Spoke at Quarterly Business Report-Outs
  • Regularly presented key updates and strategic outcomes of DA programs and other initiatives to senior leadership, contributing to data-driven decision-making and strategic alignment.

Customer Service Associate

Southern California Edison
Irwindale
03.2005 - 01.2018
  • Award-Winning Performance
  • Recognized at the Customer Hero Award Ceremony 10 times over 13 years, consistently ranking in the top 10% of representatives for meeting and exceeding KPIs each year
  • Managed a high volume of inbound calls, averaging 80-100 per day, while maintaining composure and customer focus
  • Active Listening and Communication
  • Practiced active listening to accurately address customer inquiries and concerns, adjusting communication styles to suit different audiences, leading to a 15% reduction in repeat calls
  • New Hire Training Success
  • Trained and supported new hires during the nesting period, with 90-95% of trainees successfully passing nesting and transitioning into full-time roles
  • Engaged authentically with customers, providing expertise, solutions, and advice on electric utility services tailored to their unique needs
  • Resolved customer complaints with empathy and efficiency, utilizing multiple information systems to ensure accurate and effective energy solutions
  • Educated customers on products and services, enhancing their understanding and aligning offerings with their requirements
  • Achieved and often exceeded performance-based goals through diligent service and a commitment to customer satisfaction
  • Undertook additional tasks and responsibilities as required, demonstrating flexibility and a willingness to contribute to team success
  • Streamlined communication with clients for improved service experiences and increased loyalty.

Education

Masters in Sustainability - Sustainability Studies

University of Middlebury
Middlebury, VT
05.2026

Bachelor of Science in Organizational Management -

University of Phoenix
Tempe, AZ
11.2017

Skills

  • Deregulated Energy Market Expertise
  • Energy Efficiency & Demand Response Programs
  • Innovative Process Improvement
  • Hybrid Work Leadership & Remote Team Management
  • Strategic Planning & Execution
  • Stakeholder Engagement & Customer Service Excellence
  • Regulatory Compliance & Contract Management
  • Proficient in SAP, Power BI, AI Tools, and Advanced Analytics
  • Cultivated an inclusive team culture, valuing diversity and leveraging cross-cultural insights to strengthen working relationships and team cohesion
  • Exceptional Communication: Proficient in conveying complex information in a clear and concise manner to diverse audiences Experienced in presenting to leadership, stakeholders, and cross-functional teams Strong written communication skills with a knack for creating persuasive proposals and reports
  • Project Management: Proven ability to manage and prioritize multiple projects of all sizes, ensuring timely completion and optimal resource allocation
  • Lean Six Sigma Methodologies: Certified Lean Six Sigma Practitioner with a track record of utilizing these methodologies to reduce waste and improve operational efficiency

Certification

  • Leadership Skills for Managers (IACET Universal Classes), 11/2021
  • Problem-Solving Yellow Belt (GO LEAN SIX SIGMA), 07/2021
  • Networkers Professional Development & Advancement

Additional Information

Awarded for exceptional customer service 10 times in a 13-year span, reflecting a commitment to customer satisfaction and operational excellence., Subject matter expert in deregulated energy markets, providing training and mentorship to team members and new hires., Engaged in ongoing professional development to stay at the forefront of industry trends and best practices. Leads analysis and evaluation phases in the development of long-term program strategic direction. Analyze and develop recommendations from market potential assessments. Evaluate emerging technologies, programmatic opportunities and coordinate pilot efforts. Utilize broad knowledge on market/customer barriers, regulatory requirements and technology challenges to develop and refine strategies to ensure long-term success.

Timeline

Business Operations Analyst / Advisor

Southern California Edison
03.2018 - Current

Customer Service Associate

Southern California Edison
03.2005 - 01.2018

Masters in Sustainability - Sustainability Studies

University of Middlebury

Bachelor of Science in Organizational Management -

University of Phoenix

Similar Profiles

CREATE PROFILE
Omari Hines