Amy Molano is an Employee Development Advisor for SoCalGas. She holds a Master of Science in Leadership and Management. Amy began her career at SoCalGas 22 years ago as a Customer Service Representative assisting customer’s with calls that varied from service to analyzing complex bills. She has held various positions within the Customer Contact Center such as Training Specialist, Supervisor, and Performance Advisor. Amy had no idea that years later she would be analyzing data and trends to support the Customer Contact Centers coaching initiative.