Carmen W. Email and Phone Number

In my current role, I manage a large volume client caseload for a regional solar company, including ownership of communications, organization, documentation, and correspondence. I collaborate with cross-functional teams, obtain and finalize project documentation for approval, and follow up on tasks to ensure project progress. I maintain project quality and timeline standards and goals, leverage organization and time management skills to ensure project excellence. I quickly resolve customer complaints, investigate potential issues, and conduct research to solve problems.During my time here so far, I successfully oversaw documentation and communications for over 200 solar projects as a key client liaison. I effectively maintained cross-functional relationships with sales and operations teams in order to ensure efficient and organized operations. I excelled as a sole point of contact for over 15 clients, expertly managing a high-volume caseload and quickly responding to client requests.

In this role, I ensured the delivery of outstanding customer service and advocacy as an organized and diligent representative. I managed a high volume of daily calls and customer inquiries, answering questions regarding products/services, entering orders, and resolving customer complaints. I conducted investigations into customer issues, including refunds, exchanges, and bill adjustments. I led accurate record-keeping and information gathering, documentation, and timely follow-up.I championed maintenance of Key Performance Indicators (KPIs) at over 20% above the department average. I was recognized as a Retention Specialist, maintaining a customer retention rate over 10% above the average of peers. Additionally, I was specially selected to drive a pilot program testing new procedures before department-wide launches. I was recruited as a Data Cleanser to streamline account information prior to a major system migration and upgrade.

During my time at Lane Bryant, I was promoted to a position in charge of sales in addition to leading customer service excellence, merchandising, and daily store operations. I recommended and advised product selection as a consultative sales expert, operated cash registers/cash handling, and ensured compliance with store policies and procedures. Moreover, I spearheaded a 10% increase in customer sales through outstanding customer relations.