Customer Resolution Manager responsible for leading, inspiring, coaching, and developing employees in the contact center. My role also requires investigation and monitoring of disputed customer transactions received verbally and in writing to ensure we provide stellar customer service, comply with all applicable regulations, and minimize the financial impact on the company.• Manage day to day of call center operations• Identify, analyze, and initiate the escalation process in our organization• Manage complaints via multiple channels such as BBB, social media, and executive complaints • Work closely with our Legal/Claims team to place highly escalated issues on a path of resolution• Promote customer advocacy by working with internal departments to improve customer experiences• Work with internal department heads to implement process improvement• Manage, lead and coach supervisors• Prepare and deliver Performance Reviews• Project management • Demonstrates a high level of competency in Salesforce for case management• Keeps key internal leaders and other stakeholders apprised of escalation trends• Create and distribute critical communications using a variety of channels• Manage and refine the escalation management process, protocols, dashboards• Work with the business analyst team to implement automation to improve current processes• Work with the procurement team to identify trends in equipment needs for complex customer complaints

March 2015 to March 2021Accomplishments• Manage and maintain a high closure rate for escalated cases• Generated revenue for the organization by managing the product change process• Generated revenue for the organization by collecting on aged outstanding balances • Worked with our SR Business Analyst to generate a report to capture the escalated issues that have suspended payments due to system issues to increase the level of urgency with our operations and maintenance department• Provided educational sessions for the contact center and collections staff to reduce High Utility Bills and Customer Production Concern cases when first implemented reduced case count by 30% to 35% which equates to a reduced case creation for the years 2017, 2018 and 2019• Worked with marketing to create scripting for performance guarantee awareness for our customer base• Maintained an in-service escalation rate of 1.4% when the actual goal is 2.74%• Worked with Marketing to implement and create a moderator guide for social media• Worked with our Public Relations Director to compose email responses to investigative reporters for Media complaints• Compiled and created FAQs for our Sunnova website• Created an Office of the President process to manage escalated issues that are sent to our CEO and to the leadership team• Quality measurement- achieved top team quality for 8 months in 2018 and 2019• Managed BBB complaints from a C- rating to an A+ rating this has been maintained since 9/2015

• Responsible for the day-to-day management of 20 Escalations representatives (Issue Resolution Group)• Recommend and/or make decisions in personnel related matters (performance review, disciplinary actions, and terminations). This includes monitoring attendance, leave requests, ensure accuracy of hours worked and adherence to company policies and procedures • Provide effective coaching, support, supplemental training and understanding of departmental procedures to maximize utilization of resources • Assist with attendance documentation, timesheet validation and schedule adherence. • Act as point of contact for escalated account issues or problems that occur by directly responding to escalated calls from the AUC, UCA, BBB, Media, and the Office of the President • Adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximize customer satisfaction • Implement and manage an effective change management process to ensure smooth transition of new or adapted processes • Monitor and assess day to day Customer Operations related issues to ensure business practices, policies and procedures are executed in an effective manner • Work closely with HCL Governance, (HCL Client) and strategic partner to coordinate execution and implementation of new business and/or regulatory requirements • Ensure operational issues are resolved in a timely and decisive manner, or are escalated as appropriate • Analyze customer feedback to identify solutions to improve and enhance the customers’ experience Accomplishments -Created processes for market transaction flows -Worked with process improvement team to streamline processes -Modified training documents -UAT test scenarios -Integrated Testing for system development Skills Used -Leadership -Communications- written and verbal -Mentoring -Facilitated team meetings

• Top Team Manager for the Southern Region for residential customers• Escalation Team management• Communicate performance objectives; motivate staff to overcome any potential issues in achieving objectives• Prepare and facilitate market training material for the call center• Ensure agents are monitored appropriately and proper feedback is given• Design and produce reports on an as needed basis• Assess employee skills to identify training/coaching & behavioral opportunities. Partner with upper management to provide individual coaching or instruction, provide ongoing feedback on a daily or weekly basis on performance, set clear expectations and motivate to achieve desired results• Promote, facilitate, and provide quality efficiency, one call resolution and customer satisfaction• 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 daily, weekly and monthly performance reports• Complete all other projects or tasks as assigned• Promote company reward and recognition• Process and improvement team member, partnered with other internal departments to create and streamline processes• Facilitate training for peers and customer service agents on Transaction Management in the Texas market• Design job aides for any new processes and trending errors for the Houston center• Identify trends for errors for the south region of customer service• Develop and implement call handling techniques• Coach and develop customer service agents• Maintain a working relationship with our ERCOT contact to ensure we are in compliance with market rules• Work with training to develop processes for new hires and tenured agents• Monthly meetings with external departments to bridge the gap of communication in order to create processes for ongoing initiatives

Resolve billing issues received from the general call center; Transmission Distribution Service Providers (TDSP); Multi-Family and Builder Team; Credit, Business Services, and Customer Support Group; Public Utility Commission Escalation; Better Business Bureau; and Media. Analyze and update databases to identify origin, root cause, and error classifications utilizing SAP. Perform extensive research and root cause analysis on accounts to determine the origin of customer issues, system, and process errors. Undertake complex resolution paths that require various solutions in functional areas such as Billing, Enrollment Transaction Management, and Credit. Understand and correctly apply business rules, utility tariffs, Public Utility Commission of Texas substantive rules, ERCOT rules and the Texas Set Transactions to resolve an issue. Apply knowledge required to perform technical and procedural aspects of the position and perform root cause analysis on escalated issues. Communicate and coordinate with various escalation teams in order to correct all transaction related discrepancies. Initiate and execute transaction based requests with Electrical Reliability Council of Texas and Transmission Distribution Service Providers which requires knowledge of transactions related to move-ins, move-outs, switches, drops, cancels, inadvertent switches, and turndowns allowing the set up and completion of a new or pending customer accounts within the deregulated market. Identify patterns that generate new customer issues and assist with the development of process improvements to mitigate these issue types utilizing system and market knowledge. Interface diplomatically with internal and external customers to correctly resolve and respond to customers' inquiries.

Provided Team Leadership to 20-25 Customer Care Representatives. Monitored schedule adherence, conducted team meetings, conducted employee counseling for corrective action. Completed payroll report that included calculations of accrued sick, vacation, and other time off work. Conducted monthly coaching for employees, monitored productivity reports to ensure standard compliance. Promoted team incentives and motivational tools in order to meet goals. Activity Director for team motivational events. Assumed Corporate Trainer position as needed. Worked closely with upper management to implement and provide feedback in reference to new policy and procedures. Conducted staff meetings in absence of immediate supervisor. Bridged the gap of communications between customers and non-customer contact departments to ensure customer satisfaction. Provided feedback and worked closely with a marketing team to develop a strategy in a highly competitive market. Investigated existing accounts for the resolution of complex billing issues for residential and commercial accounts.

Provided Team Leadership to a team of 15 Personal Financial Consultants. Coached and developed new hires, monitored productivity reports to ensure standard compliance, tracked sales goals for each Personal Financial Consultant, and handled escalated calls. Promoted a team environment, created and implemented motivational training for team. Monitored customer service calls for quality. Conducted team meeting in the absence of the Unit Manager. Managed customer resolution in reference to deposit, loan, and IRA accounts for various markets. Took inbound calls for various markets. Made outbound calls to solve customer issues. Managed multiple projects. Sold products and services to new and existing customers. Completed special projects successfully and in a timely manner. Handled escalated calls, provided assistance for services representative with questions as they pertained to accounts. Completed extensive reports to management on customer complaints and compliments. Responded to customer complaints via phone per correspondence. Assisted Unit Manager in his role as needed.

Supervised a team of 20-25 Retail Credit Representatives. Coached and developed new hires, monitored productivity reports to ensure standard compliance, tracked sales goals for each Retail Credit Representative, and handled escalated calls. Based on credit bureau information, approved or declined customers outside of system parameters to extend or open credit. Investigated complex issues pertaining to adding or removing information to customer's credit bureau report for correction. Evaluated schedule adherence reports, which enabled me to create staffing models to ensure department coverage for big sale days. Responded to customer complainants via phone or mail correspondence. Assisted department managers with special projects.