Managed the ticketing system between Customer Service Representatives and Think Energy’s Operations Team increasing efficiency amongst CSR reps and our operations department. Identified and alleviated gaps in billing process while collaborating with a team of 10 colleagues resulting in a company savings of $600k in a single month.

Oversaw a team of 10 customer plus service agents responsible in the call center averaging 80-100 calls a day per agent. Created training modules for new hires on Think Energy’s internal software, processes, and on retail power markets served by Think Energy ensuring our agents were well versed in all aspects of our operations and markets. De-escalated high risk calls from customers reducing customer tension and find a satisfactory resolution for all parties. Led renewal campaign to call over 200 customers per day executing a close rate of 40%. Developed trainings for CSRs on Think Energy’s net metering product in Texas, which caused our escalated solar calls to decrease significantly; handled all escalation calls from net metering customers, and generated customer solar bill data upon request.

Generated sales by responding to inbound calls and making outbound calls to prospective customers.Achieved the highest QA score amongst all agents.Provided upper management “Voice of the Customer Reports” used to guide customer-facing decisions. Served as Lead Agent for responding to digital inquiries through social media platforms and email.

• Completed an average of 15 service calls per day or ~3 installations weekly across the Greater Houston Area.• Trained new staff members on daily system maintenance and sold customers on service upgrades when needed.

• Led a team of 12 life guards and accounted for the safety of ~400 patrons per day• Trained new lifeguards on lifesaving techniques and emergency response protocols• Regulated the pH and chlorine levels of the pool facility and oversaw daily maintenance activities