Support sales team with operations, analytical and back office support on accounts.Daily reportingParticipate in special projects for: Process changes, system enhancements, new platform integration.Strategy MeetingsReview Business Cases for proposals

Analyze and resolve customer issues with customer web portal, orders, billing, PUCcomplaints.SME (Subject Matter Expert) for operations group on various special projects. Providingstoryboards, requirements gathering, meeting with key stakeholders for additional input and analysis.System Tester (UAT scripts, working with IT to test fixes in testing and production regionsto ensure they are successful).Interface diplomatically with internal and external parties to correctly resolve andrespond to inquires. Diffusing customer escalations and establishing trust that createsconfidence.Operating within an ever-changing work environment (Price changes, processchanges by TDSP Service Territory, and internal service model).Manage customer accounts and relationships effectively.

Team Lead that oversaw day-to-day work assignments for the internal transactionsteam which consisted of 11-13 agents.Analyzed internal system reports for transaction queue to make strategic decisionsdaily in order to maintain service levels.EducationAwardsTechnical ProficienciesForecasted need for overtime hours based on transaction volume and service levelagreement.New hire training, coaching. Trained tenured agents for cross-functionality coverage.Processed high volume of market transactions for Builder/Multi-family segment.Conducted outbound calls as required while assisting with inbound calls.

Answered and resolved 650+ inbound calls monthly for Reliant Energy Residential Sales.Ranked in Top 10% of peer group for all aspects of sales year over year.Processed new customer enrollments via SAP/CRM platforms.Provided excellent customer service by answering inquiries and offering insight into thecompany's services, leading to customer retention and overall customer count.Used proven techniques to increase sales and promote high-value products.Met and exceeded daily service quality and performance goals.Completed calls and followed scripts to maintain good call control.

• Generate sales for offshore survey company

• Increased client base by 50%• Performed sales calls to new potential clients• Processed calls to existing clients for offshore survey company• Set up master service agreement with companies for potential business• Provided rate quotes for services• Coordinated personnel/equipment to coincide with clients' needs and schedules• Maintained Client relations

• Processed sales calls to existing customers• Generated new business and increased client base for on-shore/offshore X-Ray (NDT) company• Set up Master Service Agreements to be on clients’ approved vendor list• Coordinated personnel/equipment to coincide with clients' needs and schedule• Maintained Client relations

• Serviced existing policies and wrote new business while increasing customer satisfaction.• Quoted policies via phone, internet, and walk-ins• Managed office• Supervised Junior Agent• Conducted daily closeout and bank deposit