Heather Dunham, a Consumer Services Supervisor at the California Public Utilities Commission (CPUC), described her responsibilities and personal interests in an interview published on Mar. 10. Dunham, who has worked at the CPUC for three years and is based in Los Angeles, oversees a team of 13 Consumer Affairs Representatives handling calls from California consumers about utility service concerns.
Dunham said her main focus is ensuring that her staff are well-trained to provide effective customer service during consumer interactions. She also manages training, performance, and helps deescalate challenging conversations while consulting with other departments to improve efficiency across 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,” Dunham said when asked about the most rewarding aspect of her job.
She 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 being involved with her sons’ football activities and connecting with other families as a “team mom.” She also shared her passion for roller skating—a hobby taught by her father—and producing a comedy show called The BIG Show-BIG Love, BIG Laughs, BIG Music!, which she started in 2012. “Laughter heals and music calms the soul, which is why I love this work so much,” she said.
Dunham noted that producing the show motivated her to earn a Master of Business Administration degree and helped her develop strategic partnerships within entertainment.
