QUETA MALDONADO
Turlock,CA
Summary
Program Manager with over two decades of experience in the utility sector. Proficient in program implementation and management skilled in managing functional operations and projects related to supplies and logistics. Advanced technical understanding of energy efficiency, low income programs, solar, electric vehicle and load load management programs. Expertise in developing an deploying residential programs focused on energy efficiency.
Overview
19
19
years of professional experience
Work History
CUSTOMER PROGRAMS MANAGER
MERCED IRRIGATION DISTRICT
05.2022 - Current
- Managed and supervised administrative and daily program operations, complying with policies and regulations.
- Leveraged project management processes and tools to define and execute projects.
- Participated in pilot tests and revised programs based on feedback and results.
- Built teams to address project goals and objectives for multiple projects.
- Identified program obstacles and communicated possible impacts to team.
- Coached team members on productivity strategies to accomplish challenging goals which increased participation in low income program by over 80%.
- Developed and maintained logistics workflows, procedures and reports.
- Addressed and resolved technical, financial, and operational concerns by working with team members and directors which resulted in more efficient business practices.
- Met with project stakeholders on regular basis to assess progress and make adjustments with implementation of multi year cost of service study.
- Managed multiple strategic projects with numerous sub-projects or workstreams.
- Engaged and worked alongside cross-functional stakeholders to manage strategic initiatives.
INTERIM ENERGY SERVICES SUPERVISOR
MODESTO IRRIGATION DISTRICT
08.2021 - 05.2022
- Guided and directed department staff in development and implementation of District’s demand side management, public benefits and marketing programs for the benefit of customers and the community
- Coordinated with internal staff on integration of supply and demand plans
- Prepared annual budgets for department activities, assured coordination of department activities with other District departments, other agencies, customers and the public
- Represented the District at various meetings with other utilities, regulatory agencies and community organizations
- Recruited, selected, trained, motivated and evaluated professional, technical and administrative personnel; maintain departmental compliance with District safety rules and District policies
- Develop relationships to benchmark and coordinate communications with other utilities, industry associations and community-based organization partners
- Developed and reviewed metrics to assess and resolve discrepancies within performance progress and objectives.
- Assisted with training and development of team members. Developed KPI for each area the department.
- Handled customer complaints and inquiries.
- Monitored team's performance and gave feedback when necessary.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Utilized customer service software to manage interactions and track customer satisfaction.
MAJOR ACCOUNT MANAGER
MODESTO IRRIGATION DISTRICT
10.2004 - 08.2021
- Analyzed financial aspects of contracts to determine economic feasibility.
- Played key role in District’s emergency response team, providing support during critical, high visibility situations.
- Developed strategic communication plans from MID’s business strategies and priorities and ensure alignment and integration from key internal and external communications partners
- Established plans and strategies for message integration with all marketing campaigns and events
- Served as company spokesperson on issues including customer bills, rate plans and programs, including for broadcast radio and television in both English and Spanish.
- Monitored client satisfaction and prioritized issue resolution for superior customer experiences for over 60 key accounts.
- Determined revenue growth opportunities and enhanced service levels by closely monitoring developments in assigned accounts
- Worked with channel and alliance partners on joint marketing and sales opportunities.
- Set meetings and managed obligations to achieve established goals and commitments.
- Built senior executive relationships at target accounts and aligned solutions to business needs with accounts totaling over $83 million in combined annual District revenue.
- Built mutually beneficial partnerships with industry partners to enhance overall service and value to clients.
- Built relationships with customers and community to establish long-term business growth.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Managed accounts to retain existing relationships and grow share of business.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
- Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
Education
Bachelor of Arts - Organizational Communication
05.2000
Skills
- Program Development
- Marketing Plan Execution
- Contract Development
- Project Management
- Performance Monitoring
- Vendor Sourcing
- Partnerships and Resource Mobilization
- Budget Management
- Project Planning
- Technical Proficiency
- Project Coordination
- Program Leadership
- Community Outreach
- Remote Team Management
Accomplishments
- Collaborated with team of 10 in the development of C&I demand side management program.
- Achieved an increased customer participation to low income program by 80% over a 6 month period.
- Developed and implemented refrigerator recycling program for two local utilities.
- Developed and executed residential rebate program for over 15 years to meet industry standards.
- Redesigned the solar program for Municipal Utility which improved internal business practices and customer end use.
- Managed point of contact rebate programs and direct install program for utility.
Languages
Spanish
Native or Bilingual
Timeline
CUSTOMER PROGRAMS MANAGER - MERCED IRRIGATION DISTRICT
05.2022 - Current
INTERIM ENERGY SERVICES SUPERVISOR - MODESTO IRRIGATION DISTRICT
08.2021 - 05.2022
MAJOR ACCOUNT MANAGER - MODESTO IRRIGATION DISTRICT
10.2004 - 08.2021
CSU Stanislaus - Bachelor of Arts, Organizational Communication
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