Supports California’s advanced energy efficiency policy goals through 2025 for residential customers. Assists with determining eligible projects for the California Energy-Smart Homes Program and communicating with participant project teams (builders/developers, architects, energy consultants, HERS raters) and ushering them through the program processes. Review and process project documentation while providing excellent customer service to homeowners through every phase of the project. She has provided program recommendations for streamlining process and procedures to internal teams.

· Support TRC California Statewide Lighting program (Illuminate CA), a partnership with Southern California Edison (SCE), Pacific Gas & Electric (PG&E), and San Diego Gas & Electric (SDG&E) to drive energy efficiency in commercial and industrial lighting projects.· Use the web and other resources to search and retrieve information needed to address specific inquiries and data requirements. · Assist operations in Call Center - introducing Program to potential partners and including in Customer Relationship Management (CRM) database.· Guide Program Partners on their first project submittal. QC project documentation and revise. Upload documents in CRM database. · Collaborate with marketing to ensure Illuminate CA website is up to date and provide updated documents for upload. · Support Business Development ; introducing Illuminate CA program, meeting with clients when needed.· Host Program Partner training via webinar to introduce Illuminate CA and provide live demonstration on forms for project submittals.· Provide documentation for on-site inspections.· Provide supporting documents to the utilities.

· Process daily billing files to send, receive and process from VISA, MC, AMEX, DISCOVER, ACH, MONERIS, and BOM. Compile and analyze data.· Responsible for verifying files before being sent to bank to ensure files match report. Any variances were reported to Billing Director. · Monitor files to ensure all outgoing files have returned, contact bank if files have not returned within the hour. · Report any billing issues to Risk Management department and resolve issue with bank.· Execute billing task and enter data to spreadsheet daily. Month end data is sent to Accounting department to ensure both billing data and reports match. · Assisted IT department on converting file information to a report to avoid decrypting in the future. Tested in Dev CRM and approved to production.

· Communicate with members emailing Public Relations when needed by providing information and resolutions based on marketing inquiries.· Collaborate with internal teams (e.g. marketing, rate team) and maintain open communication with senior management to resolve Public Relations issues.· Resolve all customer service inquiries and guide members to the appropriate department based on needs.· Adjust memberships to match promotional offer in CRM database.· Process refunds to accommodate members on new promotional rates.· Assisted members during Covid-19 to obtain incentives to encourage long lasting memberships. · Trained new hires to assist me daily with membership process and follow up calls.

· Oversee over 2 billion dollars per annual revenue and assured corporate assets are safe guarded from loss, theft and misuse.· Generate daily, weekly and monthly reports to investigate and analyze system errors in automatic processes as well as man-made errors.· Create invoices for any missed billings due to glitch in the system and or issue refunds for overbilling. · Conduct individual and team projects to audit inconsistent activity in staff and clients in over 600 facilities in both the United States and Canada and compiled report of all findings to management.· Integrate new memberships, facilities and other assets into system with acquisitions of single locations or entire companies to transition correctly into proprietary database.· Collaborate with Internal Audit staff to ensure new procedures worked properly and efficiently while progressing to a fully automated process.· Trained and mentored Internal Audit team members in analyzing potential flaws in the system or potential fraud with clients and staff members.· Influenced Internal Audit to create specific Covid-19 reports – Tested and Approved reports to production.· Trained Internal Audit team on reports and reported any errors to Management.· Processed and sent comp vouchers for Marketing department.· Create new memberships and invoices/payments for Licensee department.

· Managed day to day soft-declined reports of Electronic Fund Transfers (EFT) for fitness, training and kid club memberships at all companies under Fitness International, such as LA Fitness and City Sports Club.· Managed EFT changes including ACH, debit and credit cards.· Provided customer service assistance for any concerns members may have with our staff, their local facilities or the company.· Informed and assisted clients with the status of their account such as payments declined and followed through in a later time if necessary.· Interfaced with a proprietary CRM database to accurately updated customer billing information and demographics and notate member’s accounts in a proprietary database for all internal staff members to best assist member’s needs in the future.· Collaborated with internal and external departments to optimally run billing reports.