Meet Heather Dunham

Division: Consumer Affairs Branch
CPUC Tenure: 3 years
Headquarters: Los Angeles

CPUC role: 
As a Consumer Services Supervisor, I oversee a team of 13 Consumer Affairs Representatives. Our team manages phone calls from California consumers who have concerns or complaints about their utility services. To ensure my staff can provide excellent customer service during consumer phone calls, I offer training to ensure they have the tools and resources necessary to carry out appropriate support. In addition to training and performance management, I also work to deescalate consumer conversations and provide strategic consultation to help them find a resolution to their concerns. I also work with numerous departments to solve problems and strategize ways to drive performance and efficiency at the CPUC.   

What is the most rewarding aspect of working at the CPUC?  
Helping others! It feels amazing to be in a position, through my work at the CPUC, where I can help to educate and guide others who are struggling to manage their energy, water, and telecommunications bills.  

What’s one project you’ve worked on that you’re especially proud of and why?  
I am very proud of the Consumer Affairs Branch Training Team that I helped establish for our operations unit. I come from a background in education and strongly believe in the power of training team members to reach the CPUC’s objectives and access opportunities for advancement and career success. In addition, the consumers we serve benefit from receiving superior service to meet their needs. 

By Andrea Marvin, Public Information Officer 

 

 

What activities do you enjoy doing in your free time?  
I love being a football mom. I have two boys, ages 12 and 7, and they keep me very busy. Though exhausting at times, I enjoy going to their games and being their loudest cheerleader.  I am considered the team mom because I enjoy connecting with other football families and building a community of support for my boys and all of those that I encounter.  

What’s one hobby or activity you really enjoy outside of work?  
I really enjoy roller skating. My dad taught me how to roller skate when I was a little girl; lacing up my skates always feels good to my soul. The fast-paced movement requires rhythm, balance, and stamina. I feel pure joy when it all comes together on the rink, a priceless experience.  

What’s something people might be surprised to learn about you? 
I am a producer. I produce a comedy show called The BIG Show-BIG Love, BIG Laughs, BIG Music!,  which I started in 2012. I have always loved entertainment.  The show allows me to lift talent who are often unseen and struggling and help them carry out their dreams of working in the business. The BIG Show features comedy and music that is unmatched. Laughter heals and music calms the soul, which is why I love this work so much.  

I had to work very hard to learn the business, which was a motivator for me to return to school and earn a Master of Business Administration degree. The show has opened many doors for me and taught me the power of strategic partnerships and relationships. I get to meet some very talented and amazing people along the way too, which makes the work so much fun!