Responsible for growth of startup companyGenerated revenue from $0 to over $80k annual profit.Marketing through social networks for exposure.Accounts payable and receivables.

• Managed inbox and phone line for all client requests including technical support, advice, and assistance to customers with technical software system problems as well as databases navigation.• Proper documentation and issue resolution leading to customer success.• Partner with other departments i.e. Engineers, Management, Sales and other Support Tiers to provide clients with timely updates• Data Analysis and construction via excel providing in depth research and account allocation for all team members. Orchestrated and ensured development of team with Excel beginner, intermediate, and advanced courses providing certification for team members. Generated revenue totaling $750K through product demo and up sale of new products.• Provided client system training on all applications leading to product advancement creating sales leads for the Business Development team. Training occurred virtually or onsite.Oversee production of petrochemical, fertilizer and energy reports during the Houston time frame.

• Oversight of vendor call experience teams yielding meeting/exceeding Service Level Agreement expectations• Developed training curriculum and workflows for SmartGrid. • Subject matter expert for new and old system processes and workflows• Review and approval of vendor invoices for billing accuracy • Partner with Information Systems to test all new implementations prior to “Go-Live” to reduce internal/external risk• Partner with Operations team to resolve complex enrollment, billing, and collections issues • Workforce management of internal team to include call volume review, intra-day adjustments, and forecasting to ensure accurate resources are scheduled daily to meet/exceed service level expectations• Document translation• System and data migration from iSigma to SmartGrid

• Performed leadership tasks serving as a hybrid supervisor for Care and Loyalty managing 11 direct reports.• Simultaneous campaign management ensuring retention of unsecured contracts. Exceeding goal of 10% by 8%. Retention rate 18%• Delivered customer satisfaction through effective ticket management resolution.• Implemented process to minimize Agents Queues to a 24-hr. response time including emails and contact attempts. • Campaign and Project Updates communicated to director on a daily basis.• Negotiated monetary commission plan for Loyalty Agents. • Customer Care and Loyalty teams topped QA leaderboard for all teams. • Workforce support• ICMI Certified for Call Center Management.• Created weekly meeting to ensure proper staffing and cross departmental information was shared as well as feedback critical to daily operations.• Performed interviews for new hires and on-board training for new supervisors.

• Lead a team of 5 Operations Analysts and handled escalated issue management that includes outbound/inbound calls and root cause analysis.• Provided billing support and invoicing for 40+ sites across the nation.• Commercial collections > $500K for 40+ sites.• Compilation of usage data through Microsoft Access and Excel for multiple accounts.• Established relationships with Hosts resolving issues exceeding SLA response time.• Quarterly and yearly account auditing for all sites.• Led weekly meeting with staff setting/updating KPI's and provide training updates.• Account management leading to credit/debit adjustments.• Testing and support for initial system configurations and data loading.• Call Center Error Management- Designed reports to analyze agent, call center, and supervisor performance. With the data from the report, internal errors were minimized drastically by providing direct hands on training to struggling agents. As a result, call center and manager performance improved by 73%. This increase was a direct correlation to the level of customer service provided.• Remittance- processing of checks/ACH payments against receivables• Facilitated training for new hires.• Re engineered existing processes and provided documentation.• Managed Internal Email inbox consisting of request from host and management.• Facilitated training of new Call Center migration.• SAP to DriiVZ platform data migration. End to End testing and training for New Platform.

• Created process to expedite ticket closure down to 1-2 business days from an average of 4-5 business days.• Slashed time frame by 80% for tasks that included customer fulfillment from 4-5 hours down to 1 hour utilizing mail merge techniques.• Logged coaching opportunities that led to corrections and improvements with scorecards for agents.• Assisted multiple markets leads with incoming request.• Managed Customer Support email inbox daily• Managed Internal Email inbox for request from host and management.• Account manipulation based on disputes and internal auditing that required a credit or debit to be applied.• Remittance- processing of paper checks/ACH payments against receivables• Leader of weekly meeting with call center supervisors to ensure quality and provide training updates as well as constructive criticism of agents based off Agent Error Log Report.• Compilation of usage data for multiple accounts with the use of Microsoft Access and Excel.