· Core contact for company’s Business Solutions Center and manage company-wide customer communication email · Coordinate and schedule business customer requests by phone, email and fax.· Provide excellent customer service in busy call center environment.· Assist with reporting of outages and customer notification.· Selected to be call center contact for Standby Orders. I ensure effective communication between internal departments and customer to track progress service status.· Provide support to the company through both administrative and clerical duties.· Provide monthly reporting to management on all work processed in the Business Solutions Center.· Daily contact with property managers, small and medium size business for set up and resolving issues.· Handle customer inquiries, complaints, billing questions and payment extensions.· Collaborate with Business Solutions Center team daily to coordinate workload and project needs.· Train Customer Service Representatives on current policies and procedures.· Creating and maintaining Excel workbooks.· Perform testing for new additions to self-service products such as Interactive Voice Recognition systems and NV Energy MyAccount online.· Treasurer of the Enthusiasm Committee, keeping detailed records of finances utilized to organize special events for the contact centers.

· Answer customer calls and assist with inquiries ranging from bill inquiry, product orders, plan changes, as well as technical issues in an environment where attention to detail is imperative. · Maintained Top Quality Performance within the contact center.

· Work escalated customer concerns to ensure first contact resolution.· Work with colleagues to resolve issues in real time and efficient manners.· Assist customers with concerns, contracts, and discuss options available to them.· Head of Awards and Recognition Committee, organizing events and activities.

· Determine staffing requirements, interview, hire and train new employees while overseeing progression with discipline if needed.· Manage a team of up to 42 call center Customer Service Representatives including reviewing attendance, adherence, metric standards, and perform call quality evaluations and coaching.· Answer representative questions as they arise.· Handle escalated calls.· Perform tasks as delegated by supervisors· Delegate responsibilities to employees to meet company expectations.· Over-see activities directly related to company products and services.· Developed ability to work in a fast-paced atmosphere with strict departmental goals.· Perform tasks as delegated by supervisors.· Implement departmental policies, goals, objectives, and procedures.