RHONDA L. ADAMS

Meet Our Team

RHONDA L. ADAMS

VOLUNTEER EXPERIENCE:

ALTERNATIVES FOR GIRLS, Inc. – SEW Great Detroit                          July 2016 to October 2018 (Volunteer)

The Sew Great Detroit’s classes focus on teaching women valuable commercial sewing skills, like machine sewing and hand finishing techniques, understanding the characteristics of fabric, fabric cutting techniques, beginning design concepts that can birth an entrepreneurial energy.

ALTERNATIVES FOR GIRLS, Inc. – RISE PROGRAM                                           July 2017 – August 2019

(Volunteer)

 

In collaboration with the Detroit Garden Center assigned under one of the MASTER GARDENER’S, teaching basic concepts of gardening to 6-9 years old girls.

                                                                                         

                                                                                                                       

AMERICAN RED CROSS – Community Partnership Liaison – City of Detroit                           

(Volunteer)                                                                                                   November 2016 – November 2017

 

Responsibilities include but not limited to collaborative work with other nonprofit agencies and the City of Detroit, which help people find shelter and other programs and resources. In hopes of resurrecting normalcy in their lives. Project lead for Region for the installation of free home smoke detectors, within the metro-Detroit area.

 

AMERICAN RED CROSS- Disaster Action Team Member                                                              

(Volunteer)

 

Responsibilities include but not limited to working side-by-side with firefighters and other emergency personnel, to ensure victims are given immediate relief. Immediate relief means getting them what they need most without waiting a day or more — food, lodging, clothing, medication replacement, and mental health counseling.

 

CHILDREN’S HOSPITAL OF MICHIGAN                                  December 2016 to December 2019 (Volunteer) – On HOLD – Pandemic COVID19

Assigned departments: Hematology/Oncology/Sickle Cell Unit & NICU/PICU

 

Responsibilities include but not limited to playing or assisting with homework during their clinic stay. As a volunteer, I provide a wonderful gift to patients and their families by offering my time, presence, smile, and kind gestures that can draw a smile or even a giggle from the child, making their day as normal and happy as possible. Hold/Feed infants & toddlers, who have been diagnosed with terminally-ill diseases.

DTE ENERGY        

                                            May 2018 – PRESENT (Customer Resolutions Specialist II)

As a Customer Representative, one must be knowledgeable of Company’s policy & procedures, as it relates to sensitive issues that could negatively impact DTE Energy. This includes, but not limited to taking ownership of certain situations, by analyzing the account, translates pertinent details, utilizes programs and resources available to me and escalating if necessary, to an ANALYST/SUPERVISOR, to ensure all the customers’ needs have been met.

Responds to customer inquiries related to the disconnection or turn on of electrical and gas services and billing/payments concerns.

Responds to customer inquiries regarding electrical and gas outages, gas leaks and other electrical and gas problems.

Responds to customer inquiries related to various products and services.

Gathered data from customer records, reviews and analyzes customer records data to respond to and resolve billing, payment and service inquiries.

Followed-up with key contacts in operational departments to assure timely resolution and completion of complaints, inquiries and requests such as Energy Resolutions, Low Income and Medical HOLD, etc.

Reviewed and analyzed customer records analyzing payment history to negotiate payment agreements for residential customers, as business dictates. Negotiate agreements with residential customers in accordance with corporate Michigan Public Service Commission rules per established guidelines.

*Executive Sit-With: Mr. Matt Paul & Mr. Mark Rolling – 2020

**Plus 1 Ambassadors – Contact Center – 2020

***Sherlock #993 – Proposed Medical Baseline Rate – Residential Customers – Ongoing

 

CITY OF DETROIT                                            February 2018 – May 2018 (911 Operator/Dispatcher)

Essential skills for job: the ability to multitask, adapting to changing environments, act decisively and swiftly with accuracy. While remaining calm under pressure. Job responsibilities included, but not limited to answering calls, collecting information, organizing responders and dispatching work to available units. Problem solver, demonstrate leadership, show empathy, listen carefully and take initiative.

ROCK CONNECTION                                      October 2017 – February 2018 (Case Manager)

Answered inbound client service calls regarding medical insurance verification, eligibility and

scheduling of appointments; this includes, but not limited to contacting and transferring

clients to appropriate internal/external stakeholders.  Also, reviewed proposed treatment plan, medical claims, AUX Code Authorizations, billing and CPT coding details.

 

 

 

 

Project, Program Manager

 

Focused professional with multi-faceted skills, including community liaison, regulatory, financial and administrative. Develop robust solutions for problems. Takes the negative situation into a positive resolution. Builds strong relationships with both internal and external stakeholders

  • Process Improvement
  • Advocate for Change
  • Root Cause Analysis
  • Powerful Communicator
  • Financial Auditing
  • Dedicated Humanitarian
  • Expert MS Office applications

 

 

 

PROFESSIONAL EXPERIENCE:

Local Governmental Affairs, Southern California Edison               March 17, 2008 to January 27, 2016

Corporate Representative II

Project liaison representing the Company on all matters related to the ‘utility user tax’ for both the internal and external stakeholders.

 

  • Assured timely delivery of $12MM annual franchise fee payments to the cities/counties as required in the service territory.
  • Designated liaison with governmental staff in promoting SCE’s interests.
  • Provided executives with analysis and presentation for media release on critical issues.
  • Audit coordinator and chosen liaison for organization, third parties and auditing authority, in regards to matters related to utility user taxes.
  • Acts as cross-functional team lead for major billing disputes and managed client relations.
  • Project Manager for all matters related to the Company’s policy on the collection/remittance of the utility user taxes, including but not limited to the analysis, managing of databases and implementation of legislation related to (UUT); UCLA, Los Angeles County
  • Acts as department section co-lead for the following: emergency/disaster preparedness response, and recovery programs, as it pertains to SCE’s interests.
  • Plans, directs, and implements department, service or program overall strategic goals and objectives and the effects on the environment, natural disasters, energy efficiency, solar and water conservation.
  • Responsibilities that followed from another department:
    • Resolved complaints against SCE referred by regulatory agencies such as California Public Utilities Commission, State of California, local jurisdictions, Executive Office & Consumer Affairs – Southern California Edison. By conducting root cause analysis, investigative audits and obtaining information via interviews and review of documented standard policy and procedure. Additionally, recommended corrective measures and prepared oral/written investigative reports for recording keeping purposes.
  • Liaison with other humanitarian organizations such as the American Red Cross, LA Regional Food Bank and the United Nations Associations – Pasadena
  • SPECIAL COMMUNITY OUTREACH PROJECTS: San Onufre Nuclear Plant closure; San Gabriel Valley Windstorm
  • Speakers’ Bureau Ambassador (2008 – 2012)
  1. As an Ambassador, spoke on behalf of the company making presentations on a wide range of topics related to the Public Utility Industry. Also, served on interview panel for perspective new members.
  • Local Public Affairs Employee Giving Committee – 2011-2012 – Advisor/Mentor – the appointment to this position helped me develop a sensitivity to cultural diversity. While enhancing Edison’s community presence, by focusing on socio-economic issues that affect employees, external stakeholders and customers.
  1. Acted as liaison with targeted high school officials, college student service programs, community organizations and other NGO’s that could benefit from in-kind & grant resources offered by SCE.

Business Solutions, Southern California Edison                                                              

Account Executive II                                                                                January 13, 2005 to March 14, 2008

Attained 100% of 2 Million kWh assigned goal; contributed to overall 100% KPI success within BCD

  • Actively administered Express Efficiency, Demand Response and Standard Performance programs to small and mid-sized non-residential customers.
  • Created strategic alliances with leadership of faith-based organizations, Chambers of Commerce and civic leaders.
  • Acted as project lead for the African American Segment – Faith -Based, Small Business Segment up to 250 kWh/kW.
  • Designated person to investigate high-profile situations and incidents identified by Consumer Affairs, Executive Office and Local Public Affairs. 
  • Trained and mentored newly hired Account Executives and organized C&I ride-along programs with internal stakeholders interested in promotional opportunities.

 

Call Center, Southern California Edison

Customer Service Specialist I                                                           November 4, 2002 to January 13, 2005

  • Provided customers with information regarding policies and procedures involving tariffs, applications, rates, programs, billing and services. 
  • Rotated in dispatch department working with First Responders, Law Enforcement and Local Jurisdictions deployed during emergency situations.
  • Utilized automated and manual methods to perform various customer service transactions.
  • Exceeded department standards of performance and company standards of conduct, as well as, prescribed safely, customer satisfaction and organizational goals.

COMMUNITY ENGAGEMENT COMMITTEE ACTIVITIES

SCE’s Employee Resource Group, Networkers’ – Community Outreach Director – 2008 – 2011

  • Responsibilities included but not limited to creating, developing and implementing various activities, programs and resources that enhanced our community presence.
  • Ability to work with multiple groups of diverse teams, to help create beneficial alliances between all the ERG Groups; assist in developing and implementing of formal training for volunteers, as needed.
  • Served as a mentor for two newly installed ERGS: Korean American United for Services & Education (KAUSE); Lighthouse – LGBT

Advocate for Change – Leroy Haynes Home for Boys – Upland, California; LA Regional Food Bank

BOARD MEMBER for the following nonprofit organizations:

United Nations Foundation – Inland Empire Chapter 2012 – 2016

  • Helped draft, develop and submit grant proposals; monitored grant budgets & expenditures; coordinated student volunteer events
  • Community Health Council (LA); Mayme A. Clayton Museum & Library; Neighborhood Services of Inland Empire – Served on the Finance & Governance committees

Making Choices – Advisory Committee Member 2016

SERVICE AND AWARDS

  • Southern California Edison Chairman’s Nominee (2013 & 2014)
  • Networkers’ Outreach Director – interacted with other ERG’s; external Foundations pertaining to Fundraising activities and grant application submittals
    • Advocate – Leroy Haynes Home for Boys – Upland, California
  • Advanced EMD Certification – May 2018 – May 2020 – ID# 2080927
  • African American Board Leadership Institute training (Completed – 10/2013)
  • 2013 Meritorious Women Awardee – Los Angeles NAACP Youth Council
  • FEMA – ICS 100,200,300,700; American Red Cross Disaster Preparedness (CERTIFIED), Abundant Living Family Church – Emergency Response Team member (2012; CERT – County of Los Angeles Fire Department (9/2014)
  • Humanitarian Volunteer – Mission of Hope Foundation (Haiti – July 2-9, 2013); partnership with Tikvat AM Yisrael – refurbishing of bomb shelters (Israel – April 26 – May 7, 2014); Great Commission Ministry (Ethiopia – October 16-30, 2014)
  • Advisory Committee – ITT Technical Institute-San Bernardino (2012 – 2015)
  • Speakers’ Bureau, Top Speaker for (2010-2012);4th place (2013);3rd place – 2009
  • J.K. Horton Humanitarian Award (2008)
  • American Association of Blacks in Energy – Member 2008 – 2015

EDUCATION

Wayne State University, Program commenced in September 2020

Master of Social Work – Secondary Trauma; Community Partnerships, Innovation, Public Policy and Leadership

Wayne State University, December 2009

Bachelor of Science, Psychology – Senior Year Accomplishment:   Compiled and maintained statistical database utilized for research. 

Moody Bible Institute, in conjunction with Triumph Church (Certificate – Crisis/Trauma Counselor); graduated: June 2019)

Abundant Living Family Church Bible College, in partnership with the International School of Ministry – Bachelors’ Certificate – obtained – October 2015

UC San Diego – Center for Executive Development – MBA Certificate – The Innovative Leader

(Certificate received 05/20/2015)

SCE’s Project Management Series: Introduction, Leadership in a Matrix, Planning & Risk Analysis (Certificate received – April 22, 2015)