Heather Dunham, a Consumer Services Supervisor at the California Public Utilities Commission (CPUC), described her work and personal interests in an interview published on Mar. 10. Based in Los Angeles, Dunham has worked at the CPUC for three years and leads a team of 13 Consumer Affairs Representatives who handle calls from Californians with concerns about their utility services.
Dunham said her main responsibilities include training staff to provide effective customer service, managing performance, deescalating difficult conversations, and collaborating with other departments to improve efficiency. She emphasized the importance of equipping her team with the necessary tools and resources to support consumers during phone calls.
“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,” Dunham said when asked about the most rewarding aspect of her job.
She also highlighted her pride in helping establish the Consumer Affairs Branch Training Team for the 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,” she said.
Outside of work, Dunham enjoys spending time with her two sons as a football mom and roller skating—a hobby she learned from her father. She is also a producer of a comedy show called The BIG Show-BIG Love, BIG Laughs, BIG Music!, which she started in 2012. “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… Laughter heals and music calms the soul, which is why I love this work so much,” Dunham said.
Dunham noted that producing The BIG Show motivated her to earn a Master of Business Administration degree. She said that through this experience she has learned about strategic partnerships while meeting talented individuals along the way.
