Lorene Miller is vice president, Customer Service Operations at Southern California Edison (SCE), with responsibilities for the company's contact center, billing, payment, credit and program services operations. She also oversees technology investments, governance, training and safety functions for the Customer Service department. Miller previously served as managing director and led the implementation of a new Customer Information System to more effectively serve SCE's customers.
Since first joining SCE's Information Technology department as an intern over 30 years ago, Miller has held several management and executive positions in IT and Customer Service. She was previously director of the company's Customer Contact Center, the critical link to Edison's 5 million customers. In 2006, she established the Enterprise Resource Planning program office that oversaw the largest SAP utility implementation in the country. As Billing Manager during the California Energy Crisis, she was responsible for implementing historic rate changes while billing and collecting over $9 billion in annual customer revenue.
Miller has driven the integration of business processes and technology throughout her career, from the company's early advancement of e-commerce to more recent expansion of Digital customer self-service interactions. When the California electric industry restructured in 1998, Miller led the design and implementation of new business processes for SCE's 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.
Lorene established the “Women in IT" enrichment forum at SCE and has served on the board of the Asian American Professional Association, a mentoring organization that promotes career advancement of minority professionals.
Miller holds a Bachelor of Science degree in Computer Science from California State University at Los Angeles and a Master of Science degree in Leadership and Management from the University of La Verne. She lives in West Covina, California and enjoys playing tennis, golf and spending time with her husband and two teenage sons.