Elly (Elodia) Silva Email & Phone Number

Phoenix, Az 85004

• Perform data entry of energy efficiency applications into program operations database• Review incentive applications for APS HVAC, Dust Test & Repair and Tune up program- accurate and complete information. Coordinate with installation contractors to validate project details. Verify energy-savings calculations are correct and aligned with industry requirements. Ensure all documentation is correct, complete and cataloged for future access by program evaluators.• Assist workflow progression of individual projects to each subsequent project stage.• Direct telephone interaction with contractors and rebate payees to resolve customer issues.• QA/QC incoming applications to assure completeness; communicate with applicants to resolve • Interface with multiple program operations databases; download data to Excel workbooks.• Create and update spreadsheets, including simple arithmetic functions and columnar data manipulation, and perform mail merges.• Ability to complete tasks in a quality manner, while meeting key process deadlines and service level agreement.• Coordinate with installation contractors to validate project details and verify that energy-savings calculations are correct and aligned with industry requirements. • Ensure all documentation is correct, complete and cataloged for future access by program evaluators. • Follow quality control process throughout to ensure the correct and timely incentive payments.• Train colleagues on processes and protocol.• Knowledgeable in Energy Savvy duct test and repair software.

• Served as Customer Care Lead for a major agency with critical data that needed correction to keep business generated and reduce down time.• Collaborated with Customer Care Manager to create strategic plans to enhance customer satisfaction. • Provided employees with tools to maintain and increase service levels for both internal and external customers.• Worked closely with other departments to enhance performance and distributed reports to manger. • Gathered, analyzed and reported daily/weekly/monthly tracking and service statistics.• Increased employee knowledge by assisting with development and implementation of product programs.• Enhanced employee performance and attendance through daily mentoring, one-on-one discussions and motivational strategies.• Received outstanding positive comments from senior management and team members.