Manage internal and nearshore Residential Sales/Retention Call Centers and Solar/Electric Vehicle Sales. 12/2020 - CurrentManage off-site Call Centers, Workforce Management Team, Special Projects Team, and Complaint Research and Resolution Team 9/2018 - 12/2020

Job Functions • Achieve customer service objectives by recruiting, training, motivating, scheduling, coaching, counseling, and disciplining employees; planning and reviewing compensation actions; enforcing policies and procedures. • Maximize customer operational performance by providing feedback regarding technical infrastructure improvements to Management Team. • Achieve customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change. • Partner with other groups within the business to promote improvements. • Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes. • Maintain customer satisfaction by providing problem-solving resources; managing staff (team of escalation specialists); • Ensure that all processes are documented and closed loop feedback is provided to customer contact center. • Assist with customer escalations. • Achieve customer service objectives by reporting customer service information and recommendations to other business groups. • Manage the Quality Assurance Department to ensure that all staff members are monitored appropriately and proper feedback is given. • Assess employee skills to identify coaching opportunities and partner with management to provide individual coaching.• Work with members of management to share information and contribute to the ongoing improvement of standards, policies and procedures leading to the continuous enhancement of service quality and productivity • Accurately complete and submit performance reports. • Promote company reward and recognition.

Manage accounts for 169 New Jersey schools and school districts. In addition, I am responsible for collection activity on past due commercial accounts in Pennsylvania, New Jersey, Texas, Illinois, Maryland, New York and Ohio markets.Ensure accounts are paid current for 169 New Jersey School DistrictsEnsure accounts are paid current for large C & I accounts in Texas and Northeast MarketsRespond to customer phone calls, emails and complaintsEnsure early termination fees are accurately researched and posted to C & I accountsRun weekly underperformance reports for Texas and Northeast MarketsProcess legal packets for customers that have refused to pay or unable to locateManage relationship with third party collection agency.Resolve customer disputes with third party collection agency (GC Services)

Led the day to day operations of the prepay electricity customer base. In addition, I was responsible for managing relations with various call centers and ISTA.Process daily enrollments and apply promo creditsProcess and approve refundsResponsible for daily, weekly, and monthly reporting and performance metricsResearch PUC and BBB complaintsResearch and respond to customer escalationsMonitor performance metrics of Call CenterManage error reportsTransaction management

Implemented a successful quality assurance program resulting in increased customer satisfaction. Developed a strong operations staff and front line core team responsible for executing enrollment, CSA enrollment and transaction management, and meeting/exceeding client objectives. Manage client relationships ensuring that all operational, regulatory, and contractual obligations are met. Managed transaction management, rate management, and contract management/validation teams. Managed residential/commercial/CSA enrollment team.Managed quality assurance, email-correspondence response team, and PUC/BBB complaint response team.

Assisted with the implementation of various processes, which includes TDSP Relations, Fraud Prevention and Detection Team, Process Improvement, Customer Retention and monitoring of Customer Service Teams across three sites. Assisted with the implementation and development of a multi-family enrollment portal. Led cross-functional Credit and Collections teams which managed aged accounts 30, 60, or 90 days past due and written off accounts. Managed vendors ensuring desired performance results and industry best. Led the following teams belo

Assisted in accomplishing a 75% reduction in PUC violations. Assisted with implementation of a performance rating process.Assisted with implementation of an attendance process.Developed and implemented a Quality Assurance team for Call Center.Assisted with implementation of a Fraud Detection Team.Developed and implemented an internal process for recruiting and hiring of temporary Call Center agents.Assisted with implementation of a TDSP Relations Team.