Shirley Zacarias Email & Phone Number

Long Island City, New York

• Trained and supervised Project Coordinators
• Responsible for maintaining customer service representatives updated on new processes, making sure all customer calls are managed/directed appropriately and made sure that contract requirements are met
• Managed customer complaints, responses and maintained a log of complaints
• Assisted with communication management for customer outreach
• Attended program-specific meetings
• Approved all timesheets, expense reports, and leave requests for assigned personnel

Long Island City, NY

• Established proper organization and maintained a proper project file system
• Helped maintain and update additional program spreadsheets relating to project tracking and scheduling of work
• Assisted customers to ensure they have the correct information and marketing materials to promote the energy efficiency incentives
• Aided with customer service, scheduling, and other issues as needed
• Answered the telephone and assisted with mailing materials when needed
• Followed up with customers to obtain information for incomplete appointment submissions

Long Island City, NY

• Coordinated with Energy Advisors to ensure proper organization of files, paperwork, and data entry as well as communication to the business contacts
• Assisted customers with understanding how to participate in the program, and how to get project incentives, also coordinated paperwork and appointments
• Maintained, updated, and added entries to the program databases accurately by contacting customers

NEW YORK, NY

• Accurately entered new, upgrade, downgrade, and disconnect service sales orders in the CSG billing system
• Conducted quality checks on all sales orders submitted by sales agents
• Ensured that all orders were handled in a timely and efficient manner
• Understood thoroughly the entire CSG billing process including pro-rates, non-pays, rate increases, adjustments, credits, discounts, collections, renewals, and billing equations
• Scheduled all upgrades, installs, and special requests into the CSG billing system
• Handled problems involving a few concrete variables and standardized situations

New York, NY

• Ensured the total satisfaction of all Business Class clients ensuring all processes and completion of their contracted work requests
• Prepared reports to increase management awareness of actual and potential areas of revenue risk/exposure and recommended appropriate action to either prevent or mitigate the risk
• Provided administrative support to Account Executives, Sales Managers, Directors & all others within the West Region Business Class group to serve our client’s needs
• Crossed referenced daily all commercial Service Agreements with Close Tabs/Salesforce database and processed the order in compliance with company policies/procedures in meeting the service requirements and contractual.
• Worked one-on-one with the Billing, Quality Care, and Tier 3 personnel to ensure a smooth and trouble-free installation on or before the Due Date committed to the customer
• Performed data entry for sales figures, metrics, and other customer data, maintaining information in an organized and accessible manner

New York, NY

• Processed, verified, and activated over 300 business accounts daily
• Prepared daily reports on all activation and ensured efficient completion of all required tasks
• Utilized Salesforce.com/CSG billing system and other software to provide account research and installation updates
• Maintained direct flow of communication with the sales department and order entry install changes

Astoria, NY

• Posted customer payments into Salesforce.com and Profit Master Software
• Trained new employees on company equipment and on how to use software programs
• Provided excellent customer service, data entry, sales, and estimates over the phone
• Set up on-site visits and appointments; confirmed appointments with clients via inbound/outbound calling
• Created and sent a certificate of insurance to management offices and contracts to customers
• Assigned and faxed job orders to technicians, purchased materials for speedy completion of jobs

Jackson Heights, NY

• Greeted clients, handled inquiries and directed clients to appropriate staff
• Maintained filing system for records, correspondence, and other materials
• Reviewed, routed, distributed incoming mail, and prepared response letters
• Proofread legal documents to ensure correct formatting
• Composed, typed, and distributed meeting minutes, business correspondence, and reports
• Operated fax machines, copiers, answered, and transferred calls accordingly

Associate Of Science - As, Business Administration

Bachelor Of Science In Business With Human Resource Management Certificate