The document summarizes the applicant's work experience and qualifications. It describes their experience working at Puget Sound Energy where they created briefings, trained staff, developed standards, and led initiatives that improved processes and reduced costs and times. It also lists other relevant work experiences developing and managing training programs, and experience in project management, customer service, and operations.

1.  Created briefings for upper management and call center leaders about call center operations along
potential impacts of service alternatives and business technologies.
 Selected by management to assist with testing and screening of new training in conflict management,
mapping technologies, and order processing.
 Created job aids and training for staff as part of a new employee orientation initiative for project
management.
 Worked with teams cross training staff from Energy Efficiency Services and new phone representatives
regarding customer gas service ordering.
 Developed standards for documenting and tracking customer project billing through key tasks such as
fulfilling accounting standards, best practices for check handling and other payment processing.
2016 WINS FOR PSE CUSTOMERS
 Introduced gas service process improvements
that decreased order cycle time by 40%.
 Initiated cross training efforts in partnership
with other units to improve billing accuracy.
 Standardized documentation processing at the
operations level for electric service ordering
that reduced billing cycle time by 35%.
 Improved SAP documentation and tracking of
customer construction payments.
 Worked with a cross-functional team to
standardize master meter service ordering.
Customers
Technology
NewService
Operations
AND RE A M . BURE N ● ( 2 0 6 ) 2 7 1 - 7 7 1 6 ● a m b u r e n 0 0@ gm a i l . co m ●
TRAINING ● DEVELOPMENT ● CONTINUOUS IMPROVEMENT ● UTILITY OPERATIONS ● CUSTOMER SERVICE
My leadership efforts during my five years at PSE have included work on the front lines helping execute training
and development strategies. My collaborations included management at all levels. Together we accelerated the
successful realization of initiative outcomes between a wide-range of customer facing groups including first
responders, project managers, engineers, and customer service agents.
WORK EXPERIENCE
SR. OPERATIONS SPECIALIST, SOUTH KING REGIONAL HUB (9/2015 – Present)
CUSTOMER CONSTRUCTION REPRESENTATIVE, CCS/CALL CENTER (1/2013 – 9/2015)
CUSTOMER SERVICE REPRESENTATIVE I, CAC/CALL CENTER (11/2010 – 12/2012)
Puget Sound Energy, Kent, WA
Primarily responsible for construction project billing, order
creation, contract creation and working with key staff such
as project managers along with engineers to ensure
standards are met. Created proposals and briefings for
leadership teams.
OMBUDSMAN – CONTRACT SPECIALIST II (11/2008 – 2/2010)
Hopelink for the Department of Social and Human
Services (DSHS), Bellevue, WA
Implemented strategic patient/customer communications
campaigns for DSHS transportation. Formalized operations
procedures and implemented customer service process
improvements. Led cross functional team in an effort that
decreased the cycle time for complaint responses and
corrective actions by 30-35%. Led initiatives to improve call center and service provider operations. Initiated staff
training program updates and facilitated training.
PROGRAM MANAGER SMALL BUSINESS ENTREPRENEURSHIP PROGRAM – OFFICE OF THE PROVOST (2/2006 – 8/2008)
City Colleges of Chicago, Chicago, IL
Established a Construction Small Business Entrepreneurship Program at Dawson Technical Institute. Created
training modules and marketing plans from scratch. Facilitated workshops and coaching in customer service,
marketing, business communications, sales, and proposal development. Developed special coaching sessions for
participants in the Small Business Administration and the City of Chicago’s Business Development Program.

2. AND RE A M . BURE N ( 2 0 6 ) 2 7 1 - 7 7 1 6  a m b u r e n 0 0 @ g m a i l. c o m P G . 2
FORMAL PROJECT MANAGEMENT TRAINING
Operational and Financial Management
Project Process Development and Improvement
Process Flowchart Documentation
Business Process Mapping
Principles of Project Management
Developing a Work Breakdown Structure
Project Planning and Scheduling
Understanding Budgets
Earned Value
Procurement and Contract Management
Project Resource Management
MS Project for Project Managers
Improving E-mail Effectiveness
Bellevue Community College, Bellevue, WA
PSE TRAINING & PROFESSIONAL DEVELOPMENT
Customer Service Excellence
Customer Service Core
The Customer Experience @ PSE
Crucial Confrontations
From Conflict to Collaboration
Team Communications
Insights Evaluator
Career Success and Satisfaction
Building Effective Performance Goals
PALMS Changes – Introducing the Universal Profile
Electric Industry Overview
Gas Industry Overview
SPA Tensing
SPA WinEst
Web IC Overview and Basic Navigation for CIS
Principles of Accounting and Finance
PROFICIENT WITH BUSINESS APPLICATIONS
MicrosoftOffice
Word
Excel
PowerPoint
Outlook
SAP
CLX
MicrosoftProject
Access
Visio
Created vendor/consultant work scopes. Led advisory board development including the recruitment of community
and government stakeholders. Crafted updates for sponsors, upper management, and advisory boards.
ACADEMIC RELATIONS LIAISON (1/2005 – 2/2006)
Siemens Building Technologies – Energy and Environmental Services, Buffalo Grove, IL
Revised criteria for national career development and exploration program so that it aligned with corporate sales
goals. Initiated regional training within school districts and pre-intern preparation workshops. Administered $500K
in community investments. Led workshops at training centers and universities. Managed campus recruiting events.
ASSOCIATE DIRECTOR FOR CORPORATE RELATIONS (11/2000 – 12/2003)
University of Washington – College of Engineering, Seattle, WA
Created proposals that raised record high of funding for engineering training and career development programs.
Decreased the cycle for creating executive briefings/updates by 25% by implementing better processes for tracking
sponsor gifts. Developed student intern program from recruitment to training.
EDUCATION
MPA, PUBLIC ADMINISTRATION
Syracuse University, Syracuse, NY
BA, BUSINESS ADMINISTRATION
University of Washington, Seattle, WA
LEAN SIX SIGMA GREEN BELT CERTIFICATION
University of Washington, Tacoma, WA
PSE LEADERSHIP MENTORING PROGRAM
Puget Sound Energy, Bellevue, WA
HR SYSTEMS AND METRICS
DESIGNING ONLINE INSTRUCTION
Bellevue College, Bellevue, WA