Melissa Guajardo Email and Phone Number

Workflow manager of all correspondence received in a shared MS Outlook mailbox to distribution lists and individuals throughout the organization. Creative and critical thinking skills for resolving customer billing inquiries and contract review. Worked with direct and indirect sales teams on all customer needs including data gathering, processing contracts and answering customer/broker questions.Reviewed customer credit via Duns and Bradstreet and Experian lookup tools.Gathered historical usage and profile data through utility website portals and databases. Subject matter expert for training new employees and periodical process improvement updates.Created documents, processes and procedures for the quality control operations team. Perform account setup in billing system, and tracked/ updated account statuses in Siebel/ SAP.Assisted in the resolution of multiple transactions exceptions to ensure timely enrollment and billing.Provided input on new processes to facilitate contract automation and improve efficiency.Prepared quotations, process sales orders and invoices.

Maintained large commercial and industrial (C&I) accounts in the ERCOT market.Established close working relationships with all TDSP service providers in ERCOT territories (CenterPoint Energy, Oncor, TNMP, AEP and Sharyland Utilities) to ensure accurate posting of EDI transactions. Manage inbound service requests for customers via email and telephone.Provided support on initiatives to generate plans for improving products, services, and processes.Handled escalated customer inquiries, investigated and resolved complex account errors.Identified areas for improvement through individual and team building activities.Promoted to Operations Analyst in October 2012