Execute outstanding and effective customer service delivery to achieve weekly 90% scheduling capacity on maintenance contracts Partner with cross functional teams to drive innovation and streamline processes across operational discipline which will result in customer loyalty and growth.

Managed 5M+ HVAC contract renewal agreements successfully which resulted in portfolio growth and lean contract performanceInitiated the migration of shared file system to SharePoint site which resulted in increased efficiency and accessibility.Support the implementation of strategies to ensure the Branch achieves plan on each of Key Plan Metrics for over 300+ Planned Service Agreements

Created diagnostic tool to assist customer service reps in troubleshooting Solar connectivity issues which reduced overhead cost by 30% and increased technician’s ability to resolve customer issues more expediently and accuratelyRedesigned department workflow, documented all new procedures and trained teamCollaborated with business leadership, software developers, and users to implement, monitor and control business improvementsBuilt, managed, and maintained weekly, monthly Key Performance Indicator Reports for customer service team which resulted in reduced backlog by at least 50%.Developed and deployed online customer portal for Lien terminations which resulted in increased customer satisfaction and accuracy by 50%.

Researched and implemented an inventory database system which increased efficiency revenue by 35%Generated new business opportunities by overhauling account payables and receivables process Coordinated service schedules and managed customer issues from initial reporting to final resolution

Assisted in the transition and integration of Citicapital Equipment Finance $1.5B Portfolio into GE Capital SystemsSpearheaded collaboration with internal partners to identify, develop and implement operational processes and technical enhancements.

Developed Global Client at Risk Program for Internet Connectivity issues which decreased customer attrition by 95% within 3 months.