Summary
Overview
Work History
Education
Skills
Certification
Additional Information
Timeline
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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. Expert in leading energy efficiency programs and process enhancements. Skilled in leading cross-functional teams, enhancing stakeholder relations, and ensuring regulatory compliance. Pursuing a Master’s in Sustainability to enhance sustainable energy practices. Consistently surpasses key performance indicators, contributing to team performance and organizational benchmarks.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Business Operations Analyst / Advisor

Southern California Edison
03.2018 - Current
  • Developed and executed strategies for energy efficiency and demand response, enhancing SCE’s market position in a deregulated environment
  • Implemented AI-driven and automated reporting process improvements, leading to a reduction in billing and enrollment errors and improving customer satisfaction metrics
  • Successfully transitioned to a hybrid work model, maintaining team productivity and collaboration across remote and on-site settings
  • Led the Direct Access Load Offering and Lottery programs, streamlining operations and reducing resource expenditure by 50%
  • Managed sensitive stakeholder relationships, providing tailored solutions and promoting SCE’s Internal and External Business partners
  • Facilitated company compliance with regulatory requirements, ensuring all practices met current standards and mitigating risk.

Customer Service Associate

Southern California Edison
2005 - 2018
  • Delivered high-quality, courteous, and professional service to both residential and non-residential customers, consistently representing the company in a positive manner.
  • Managed a high volume of inbound calls, averaging 80-100 per day, while maintaining composure and customer focus.
  • Engaged authentically with customers, providing expertise, solutions, and advice on electric utility services tailored to their unique needs.
  • Practiced active listening to understand customer inquiries and concerns, adjusting communication style and detail to suit different audiences.
  • 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

Master’s 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
  • Certified Lean Six Sigma Practitioner - [Date of Certification]

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.

Timeline

Business Operations Analyst / Advisor

Southern California Edison
03.2018 - Current

Customer Service Associate

Southern California Edison
2005 - 2018

Master’s in Sustainability - Sustainability Studies

University of Middlebury

Bachelor of Science in Organizational Management -

University of Phoenix

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Omari Hines