Lorene Miller is vice president, Customer Service Operations, at Southern California Edison and responsible for the contact center, billing, payments, credit and program operations. She previously served as managing director, Customer Service Technology, Planning & Governance, and recently led the upgrade and replacement of SCE’s billing and customer information systems.
Miller brings more than 30 years of experience in information technology and customer service to her role and is uniquely positioned to leverage recent investments in technology to improve our customers’ experience.
She has held several management and executive positions, including director of the company’s contact center, the critical link to SCE’s 5 million customers. She established the Enterprise Resource Planning program office that oversaw the country’s largest SAP utility implementation. As billing manager during the energy crisis, she was responsible for implementing historic rate changes while billing and collecting more than $9 billion in annual customer revenue.
Miller has driven the integration of business processes and technology throughout her career, including expansion of digital customer interactions and upgrades to the company’s SCE.com website. When the California electric industry restructured in 1998, Miller designed new business processes for SCE and spearheaded implementation of the primary metering, billing and customer- and supplier-interface functions. She has represented SCE as a witness in several CPUC proceedings and in regulatory and working group forums.
She joined SCE as an intern while completing her bachelor’s degree in computer science from California State University, Los Angeles. She also holds a master’s degree in leadership and management from the University of La Verne.
