Mai Hoang
San Diego
Summary
Utility professional with experience in project planning, technical documentation, regulatory compliance, and process improvement. Experienced in applying company standards, policies, and procedures to support daily operations, business processes, and project requirements. Strong analytical and organizational skills with a focus on improving workflows, maintaining accurate records, and collaborating with cross-functional teams to resolve issues and support operational goals. Background includes supporting Communications Infrastructure Provider (CIP) attachments, and gas and electric distribution projects.
Overview
13
13
years of professional experience
Work History
Service Planner
San Diego Gas & Electric
San Diego
06.2023 - Current
- Analyze electric and gas load requirements and system impacts to support technical decision-making and compliance with operational standards.
- Plan and design gas and electric distribution projects in compliance with company standards, safety requirements, construction specifications, and regulatory requirements.
- Interpret and apply technical standards, engineering guidelines, and utility policies to evaluate project feasibility and ensure compliant project designs.
- Reviewed customer requirements, field conditions, and system impacts to identify risks and recommend effective design solutions.
- Coordinated with internal departments, contractors, customers, and governmental agencies to integrate compliance requirements into project execution.
- Developed and maintained project documentation, permits, service orders, easements, and supporting records for audit-ready compliance.
- Provide guidance to customers and contractors regarding utility standards, construction requirements, safety clearances, and regulatory obligations.
- Participate in cross-functional problem solving and resolution of project issues requiring interpretation of company standards and technical requirements.
- Ensure projects comply with safety, environmental, permitting, and operational requirements prior to construction authorization.
Business Analyst
San Diego Gas & Electric
San Diego
11.2021 - 06.2023
- Monitored compliance workflows for Communications Infrastructure Provider (CIP) programs, ensuring accurate and timely processing of notifications and transfers to uphold regulatory standards.
- Conducted detailed reviews of business processes and operational data to identify trends, compliance issues, and opportunities for process improvements.
- Evaluated Joint Pole Applications (JPAs) for compliance with company requirements, regulatory expectations, and established operational procedures.
- Supported compliance tracking activities through documentation, reporting, and analysis using SAP, GIS, PIDS, and IIP systems.
- Investigated and documented CIP and SDG&E violations, ensuring accurate records and timely notification of corrective actions.
- Developed monthly compliance and performance reports to facilitate management review and inform operational decision-making.
- Participated in User Acceptance Testing (UAT) for TAMS Modernization by developing test scenarios, documenting results, and validating system functionality.
- Collaborated with cross-functional teams to enhance operational controls, improve data accuracy, and strengthen compliance monitoring processes.
- Contributed to multiple process improvement initiatives, including CIP violation automation, robotic process automation (RPA), and workflow modernization efforts.
Business Analyst
Kaiser Permanente
San Diego
11.2020 - 02.2021
- Managed end-to-end case lifecycle for Kaiser Permanente Individual and Family (KPIF) members, ensuring adherence to Service Level Agreements.
- Conducted root cause analysis and financial audits to address escalations and ensure accuracy of historical transactions.
- Performed account reviews and reconciliations across multiple platforms, enhancing data integrity.
- Researched and resolved member grievances, ensuring timely and effective case resolution.
- Maintained a record of perfect audit scores, demonstrating strong attention to detail and compliance with internal standards.
Residential Mortgage Loan Originator
American Intermutual Agency, Inc.
San Diego
01.2019 - 02.2020
- Successfully originated loans totaling over $12 million, contributing to company revenue growth.
- Evaluated applicants' financial profiles, credit history, and property assessments to determine loan eligibility and mitigate risk.
- Gathered documentation and guided clients through loan application process, ensuring accuracy and compliance.
- Educated clients on loan products, credit options, and financing strategies, enabling informed financial decisions.
- Provided tailored recommendations, assisting clients in achieving homeownership and financial goals.
Real Estate Agent
American Intermutual Agency, Inc.
San Diego
08.2016 - 01.2019
- Closed property sales totaling over $30 million, demonstrating strong sales performance and client trust.
- Negotiated contracts, including short sales and compromise agreements, achieving favorable outcomes for clients.
- Partnered with real estate agents to co-broker listings and effectively represent buyers in competitive markets.
- Coordinated all aspects of transactions, facilitating smooth communication among vendors, partners, and stakeholders.
- Educated buyers and referral partners on loan guidelines and government-financed property standards to facilitate informed decisions.
Lead Teller
JPMorgan Chase Bank
San Diego
12.2015 - 06.2016
- Managed cash logistics by ordering, receiving, and distributing funds while maintaining secure access to vault, safeguarding branch assets.
- Processed and verified transactions for new and existing accounts, delivering exceptional customer service.
- Enforced compliance with banking policies, security protocols, and data privacy regulations to mitigate risk.
- Supervised daily branch operations, ensuring accuracy in audits and timely reporting of financial transactions to uphold financial integrity.
Teller
JPMorgan Chase Bank
San Diego
09.2013 - 09.2014
- Accurately processed and verified high-volume daily financial transactions, including deposits, withdrawals, and payments.
- Maintained accurate cash balances and reconciled cash drawers to ensure financial integrity at shift end.
- Promoted and cross-sold bank products and services to enhance customer financial solutions and support branch sales goals.
- Resolved customer concerns by applying conflict resolution strategies and escalating issues to management.
- Monitored and documented suspicious activities and large monetary transactions to uphold compliance with banking regulations.
Education
Bachelor of Science - Major in Finance
San Diego State University
San Diego, CA01-2014
Skills
- Regulatory compliance
- Business analysis
- Project management
- Project documentation
- Project design assessment
- Data analysis
- Process improvement
- Cross-functional collaboration
- Attention to detail
- Time management
- Problem solving
- Compliance monitoring
Timeline
Service Planner
San Diego Gas & Electric
06.2023 - Current
Business Analyst
San Diego Gas & Electric
11.2021 - 06.2023
Business Analyst
Kaiser Permanente
11.2020 - 02.2021
Residential Mortgage Loan Originator
American Intermutual Agency, Inc.
01.2019 - 02.2020
Real Estate Agent
American Intermutual Agency, Inc.
08.2016 - 01.2019
Lead Teller
JPMorgan Chase Bank
12.2015 - 06.2016
Teller
JPMorgan Chase Bank
09.2013 - 09.2014
Bachelor of Science - Major in Finance
San Diego State University