Senior Operations AnalystSupervise and manage 180K accounts to support mass market retail electric and gas commodity business for residential and commercial customers. Provide support for customer care team. Oversee exception handling and resolution to customer related issues throughout contractual agreement.◙Acquired ConEd Solutions in September 2016• Facilitated high customer satisfaction percentage, decreased customer calls by nearly 30%, and resolved account issues and disputes by acting as liaison between utility companies and customers, establishing weekly call with customer care team, going over common issues and solutions, developing open line with utility for proactively identifying issues ahead of time.• Improved unbilled customer rates from 35% to 0.6% within 3 months by handling all billing inquiries, inputting and documenting any adjustments, and establishing goal and solution for decreasing percentage to under 10%.• Earned acknowledgment as 25th of 200+ employees participating in Conversion Team during acquisition of ConEd Solutions to Constellation New Energy by testing and converting 1K+ accounts from Solutions system to Constellation homegrown system, delivering support of NY electric and gas markets to new billing platform, and manually correcting problematic accounts.

Provided support during sales process. Helped customers resolve sales-related issues in timely manner with real-time support. Escalated issues as necessary to supervisors or other departments in organization.• Facilitated highest-selling region recognition for 2 consecutive years and beat other markets 15%+ as member of company’s internal sales team by managing, marketing, and selling company products exclusively, overseeing complete control of sales process, pricing, customer service, and customer relationships.• Met on-time delivery status and installation goal of 98% with recognition as highest in 6 regions as liaison between customers and factory by coordinating and overseeing shipping and installation of various products for customer and installation team.• Researched and resolved invoice discrepancies and process billing adjustments as needed by producing and providing sales director and representatives with detailed reports, holding weekly meetings on outstanding balances of $5K+.

Managed payroll, licensing, food orders, inspections, and all forms of paperwork for entire restaurant. Reported to general manager and helped oversee day-to-day restaurant activities to keep things running smoothly. Conducted regular physical inventories of food supplies, assessed projected needs, and ordered food and supplies. Serve Safe Certified.• Increased team quality and customer experience by providing coaching and training for developing work staff of 45 individuals daily.• Improved labor percentage 1 full point and met kitchen / bar goal targets consistently by developing incentives and awards for employees that hit specific goals to earn employee of the month for each area in restaurant recognition and extra commission or monetary reward.• Grew restaurant sales 15% over prior year by implementing certified training program to properly train new hires and reinstating company policies to current employees.

Sold Home Depot’s kitchen cabinet refacing, closet, and garage organization services to clients. Assessed customer needs, recommended products, developed price quotes and presented warranty information and financing options. Dealt with high dollar transactions ranging from $1K to 20K+.• Enhanced company image and brand by delivering exceptional service during in-home consultations and discussing different ways to upgrade or remodel home owner’s living space.• Improved team quality, consistency, and customer experience by training employees on product knowledge and sales approaches.

Oversaw daily operations from employee hires to marketing business to the greater Minneapolis / St. Paul metro area. Managed 50 individuals and efficiently produced daily and weekly payroll and sales reports for submission to Hub Manager.• Earned recognition for consistently ranking in top 3 sales offices throughout nation for Quantum Events by successfully marketing, presenting, and selling over $40K to $55K of merchandise per week.• Started and grew employees to over 50 by managing rigorous hiring process while focusing on maintaining and developing each employee.• Developed and maintained strong community partnerships by creating and managing client and charity relationships, including DARE program and Big Brother / Big Sister, reaching out and following up on donations monthly, planning, organizing, and executing marketing events, and holding 90 promotional events weekly.