Richard Rivera

Managed cross-functional projects, including the biannual Escheatment process, overseeing the distribution of approximately 13,000 indemnity letters to notify customers of unclaimed refunds with SCE. Coordinated envelope supply. Proactively verified customer accounts to apply refunds, reducing unnecessary printing and postage costs. Compiled and delivered comprehensive reports detailing the status of an average of 25,000 refund checks in scope, including the number and dollar amounts of refund checks replaced, applied to new accounts, and which escheated to the state.

Oversee company-wide policy adjustments, ensuring all necessary approvals are obtained. Responsible for issuing adjustments in SAP, accurately recording the associated amounts and company cost centers, and providing detailed monthly reports

Performed monthly reconciliation of third-party remittance for User Utility Tax collected by SCE and remitted monthly to cities within our service territory. Ensured accurate reconciliation of daily remittances to Community Choice Aggregation (CCA) and Electric Service Provider (ESP) payments, identifying variances and collaborating with IT to validate and implement necessary corrections

Successfully onboarded and deployed a class of 60 new customer service representatives, coordinating the onsite distribution of company equipment and training materials for upcoming remote sessions. Ensured adherence to company safety protocols, prioritizing the well-being of SCE employees and new hires during the COVID-19 pandemic. Analyzed testing data to assess candidates' progress and determine eligibility to continue training, while executing offboarding procedures for those who did not meet the required criteria.

Managed Standard of Performance documentation, ensuring all new hires provided the required digital signatures for Human Resources. Collaborated with Management and HR to document and address potential disciplinary actions when issues arose.

Conducted monthly one-on-one meetings with each assigned representative to review performance and discuss development goals

Facilitated monthly team meetings to communicate policy and procedure changes, as well as other key updates from Management.