Provided comprehensive IT support for store and office operations, including internet, POS systems, and network setup.Enhanced e-commerce functionality using Shopify, integrating anti-fraud measures, and implementing a raffle system for customer engagement and fraud prevention.Spearheaded the QR Code Project to streamline label creation and elevate the in-store customer experience.Developed and led staff training on Shopify tools, web navigation improvements, and customer engagement strategies to enhance sales performance and customer satisfaction.Employed advanced troubleshooting and multi-channel communication for effective client service, reflecting a strong focus on customer-centric solutions and operational efficiency.

In my role at Merge Fleet, I also contribute significantly to the success of eMotive Solutions’ operations, despite the absence of an official LinkedIn page for the latter. My responsibilities and impacts span across both companies, underscoring my adaptability and commitment to excellence in a shared services model. Key responsibilities and achievements include:Collaborate with Contact Center customer service team to identify and troubleshoot recurring application, billing, server, and charger issues, ensuring timely resolution to enhance overall customer experience.Record bug fixes and enhancements in databases and App to facilitate program launches and support continuous improvement of application functionality.Analyze and summarize charger log data to contribute to root cause analysis and proactively prevent issues from recurring.Conduct thorough app testing for upcoming program launches and ongoing sprint releases, providing front-end and back-end bug fixes and enhancements.Manage vehicle list repository by regularly updating and reconciling data to reflect current fleet status and new program launches.Assist in drafting and managing training material for Contact Center programs, ensuring effective knowledge transfer and optimal team performance.Design and create forms in Word and Adobe Acrobat to streamline fleet management and home assessment documentation processes.Generate monthly reports for Fleet companies to provide visibility into key performance indicators and support data-driven decision making.

Develop and implement effective inventory management strategies to optimize cost control of supplies, purchase orders, and equipment.Streamline daily operations by delegating tasks to employees through Google Calendar, ensuring all tasks are completed on time.Update and maintain accurate financial records by generating and analyzing monthly reports on Excel and Quickbooks.Provide on-site assistance to technicians and ensure efficient loading and unloading of equipment to optimize project timelines.

Conduct in-depth commercial billing analysis of power and gas markets across the US.Proactively analyze operational transactions to optimize efficiency and identify areas for process improvement.Develop and maintain strong customer relationships with third-party vendors through effective communication skills.Design and implement documentation processes to improve accuracy and efficiency.Ensure compliance with all key audit requirements and company policies, including Sarbanes Oxley.Utilize proprietary models to price commercial power contracts in the US and Canadian markets.Develop flexible power and gas products that provide customized pricing solutions.

Maintain effective communication with partner sites to ensure the efficient running of the EZ-Charge website and to meet customer expectations.Analyze and diagnose customers’ issues related to billing, keycard authentication, station status, and website enrollments, and resolve them promptly.Worked with various chargers, including BTC (Dual Chargers), ABB (Dual Chargers), Nissan (CHAdeMO), and Efacec chargers.Assisted marketing with Plugshare by creating station locations or helping customers who had problems with eVgo stations.Provide daily reports on fulfillments and enrollment activities to the operations team.Manage weekly meetings with the operations team, quality analysts, and agent mentors to discuss customer experience and agent coaching.Ensure timely responses to customer escalations emails and tickets.Train and provide feedback to call center agents to meet department and corporate quality expectations.Worked with customer account billing in ERCOT and TSP markets and also with Reliant’s Northeast division under PJM.Conduct extensive research and root cause analysis on accounts to identify the origin of customer issues, system and process errors.Assist the department in multiple special projects.Provide customer service to various customers from different lines of businesses, such as EVgo, EZ-Charge, Everything Energy, NRG Business Solutions, Reliant Smart Services, and Reliant Northeast Residential Service.

Assisting customers with the latest footwear products.Updating the inventory’s prices and availability.Updating the stores marketing materials for advertisement.

Assisted staff in troubleshooting hardware, software and peripheral devices such as printers, scanners and cameras.Upgrade or repair systems (hardware & software)Support other PC technicians in the company who had technical issues.Maintain, optimize and secure its network.Conducted virus scans to all computers to prevent any unauthorized uses.

•Answer telephone, type memos, and assist clients•Responsible for book-keeping duties, which includes: making deposits, sending invoices, and checking account books.•Helped tech support when registering warranty on systems.•Developed excellent written and verbal communication skills.•Assisted staff in troubleshooting hardware, software and peripheral devices such as printers, scanners and cameras.