Work Preference
Summary
Overview
Work History
Education
Skills
Accomplishments
Training
Awards
Timeline
Generic
Open To Work

Ronald Capers

Macungie,PA

Work Preference

Job Search Status

Open to work
Desired start date: Flexible

Desired Job Title

Quality Assurance and Compliance LeadCustomer Transition Program (CTP) Business LeadCustomer Contact SupervisorRegulatory Compliance Specialist

Work Type

Contract WorkConsultingFull Time

Location Preference

RemoteHybrid
Location: Macungie, PA, US
Open to relocation: Yes

Salary Range

60000/yr - 2000000/yr

Important To Me

Work-life balanceWork from home option401k match

Summary

Dynamic Quality Assurance and Compliance Lead at PPL Electric Utilities, skilled in regulatory compliance and risk management. Successfully aligned collection practices with PUC requirements, enhancing operational efficiency. Proven leader in cross-functional collaboration and strategic thinking, driving process improvements and stakeholder engagement to achieve business objectives.

Overview

17
17
years of professional experience

Work History

Quality Assurance and Compliance Lead

PPL Electric Utilities
Allentown, PA
10.2013 - 05.2017
  • Collaborated with Revenue Assurance to align collection policies and practices with PUC requirements while optimizing available collection options.
  • Monitored processes (start/stop service, collections) to ensure compliance with PUC regulations and guidelines, mitigating regulatory risk.
  • Prepared responses to PUC informal complaints and analyzed them to develop corrective action strategies and initiatives.

Customer Transition Program (CTP) Business Lead

PPL Electric Utilities
Allentown , PA
10.2008 - 10.2013
  • Led customer service team in designing business rules and processes for new application, enhancing user experience.
  • Authored business cases for enhancements, aligning project goals with stakeholder needs.
  • Developed comprehensive communication plans for stakeholders, engaging customer focus groups for feedback.

Customer Contact Supervisor

PPL Electric Utilities
Allentown , PA
03.2000 - 10.2008
  • Led teams of customer service representatives in managing inbound and outbound calls and executing back office tasks to ensure operational efficiency.
  • Conducted performance reviews, managed attendance including FMLA, and resolved disciplinary matters to maintain team compliance and morale.
  • Supervised daily customer contact operations to ensure quality service delivery.
  • Trained and mentored staff on effective communication techniques and customer engagement.
  • Developed and implemented customer service training programs for new employees.

Education

High school diploma - equivalent

Skills

  • Quality assurance
  • Regulatory Compliance
  • Risk Management
  • Process Improvement
  • Performance management
  • Business case development
  • Strategic thinking
  • Cross-functional Collaboration
  • Training & Development
  • Problem analysis
  • Time Management
  • Time prioritization
  • Leadership

Accomplishments

  • Successfully implemented start/stop service (an online customer service tool) which included an application for service process.
  • Successfully implemented the self service application for payment assistance, through its website or IVR.
  • Developed a process that provided additional payment options for overdue Commercial customers that would reduce commercial PUC complaints by 35%.

Training

Agile Methodology training

Awards

  • Chartwell Best Practice award for the Company’s self service payment assistance application.
  • Chartwell Best Practice Honorable Mention for the Company’s new user interface, which preceded the self service application.

Timeline

Quality Assurance and Compliance Lead

PPL Electric Utilities
10.2013 - 05.2017

Customer Transition Program (CTP) Business Lead

PPL Electric Utilities
10.2008 - 10.2013

Customer Contact Supervisor

PPL Electric Utilities
03.2000 - 10.2008

High school diploma - equivalent

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Ronald Capers