Although newly formed in April of 2018, Complete Energy Services has over 150 years of combined experience in the energy efficiency industry. We are a team of professionals prepared to serve business owners by creating savings in electric, gas and water. This will help you cut costs and focus your attention on what matters to you most; growing your business! Let us be your energy expert and partner. Call us today to schedule your free energy assessment as the first step toward savings!

Responsible for maintaining and supporting the integrity of each small business utility contract. Ensure the highest levels of customer service are delivered to utility partners and their rate payers. Managed 30 FTE across four offices, including Program Managers, Operations Managers, Project Managers, Salespeople and Administration Staff. Current year of 2017, responsibilities included managing a $30M budget across 8 small business utility contracts. Prior positions held included Program Director, Program Manager, Sales Manager and Energy Efficiency Specialist.

Program Director from 2014 – 2016, continued to grow the business to expand our outreach. Opened an additional office during this time. Managed and exceeded the goals of all utility contracts.Program Manager from 2011 – 2014, Responsible for winning the awards of several additional utility contracts including both small, large and municipal business programs. Continued to grow sales and operations to meet and exceed the goals for each contract awarded. Opened and staffed two additional offices through this time.Sales Manager from 2009 - 2011, upon receiving TNT Energy’s first Small Business Program contract, responsible for sourcing and generating sales. Also, responsible for marketing the benefits of the program to meet and exceed the goals of the contract. Leveraged outbound calling, direct mail, email marketing as well as face to face marketing campaigns.

Coach and develop soccer players skills and abilities on recreational, dome and travel teams. Provide leadership and build sportsmanship through the value of athletic competition. Attend association meetings monthly and provide input to grow the program and increase retention.

Responsible for development, analysis and deployment of all contact center related activity reports. These reports include individual, team, division and company performance. Based on the information gathered, worked to make informed decisions for staffing, revenue generation, performance enhancement, incentive programs, and benchmark performance for quality, SLA’s and sales goals.Promoted from Call Center Manager. Call Center Manager May 2003 – December 2005Responsible for over 120 FTE’s in the Sales division of the Call Center. Catalog call volume is approximately 7,000 calls per day. Determined and implemented performance goals including call performance, quality, sales, upsells, attendance and attitude. Incorporated an incentive program to reward performance.

Responsible for developing and ensuring quality member service is consistently delivered from all Credit Union Representatives. Other responsibilities include management of the Call Center and 3COM phone system, Telemarketing and Administration Teams.

Manage call center staff of 35 full and part time employees to deliver telecommunications support to the Longwood Medical Area including most Hospitals and Colleges in the area. Direct the operation to deliver quality customer service for an average of 10,000 calls per day. Manage technologies to ensure efficiency in the call center.

Responsible for coordinating workflow procedures for a Messaging Server Support Team. Manage Technical Supervisors and Support Engineers to deliver quality, technical support to our clients’ customers. Responsible for managing call center metrics, gross margin and P&L, recruiting, hiring, terminating staff as well as delivering performance appraisals to all direct reports.

Managed Customer Service, Claims and Payment Processing Departments to deliver quality customer service for vehicle warrantee holders. Directed workflow procedures and improved work processes.

Directed management team to deliver the most efficient, quality response time for an Emergency Service Inbound Call Center. Responsible for management of new and ongoing/upgrade training for over 300 employees. Previous positions at AAA included: Emergency Road Service SupervisorManaged a staff of ERS Counselors and ERS Dispatchers to deliver prompt and efficient road service to members.Auto Travel SupervisorTeamed with Auto Travel and Travel Agents to meet and exceed sales targets. Responsibilities included sales and product training, developing sales incentive programs and fostering a fun and rewarding team oriented environment. Emergency Road Service DispatcherCommunicate and direct service operators and vehicles to assist AAA Members in need of roadside assistance within a 45-minute response time goal.