Manager Customer Service

PROFESSIONAL PROFILE

A management professional with expertise in project coordination, team leadership, technology innovation, and corporate training. Proven track record identifying and adopting strategies to reduce operating costs, while upholding quality standards. Strong analytical skills, with the ability to uncover key insights from complex data. Thrives in positions that require the ability to elevate corporate knowledge through coaching, training, and mentorship. Ready to make an immediate, positive impact by demonstrating strategic innovation, industry expertise, and strong technical skills.

WORK HISTORY

Phoenix Energy Technology 2010 – 2017

Earned increasing levels of skill and responsibility working remotely as a subject matter expert in energy management practices and technologies.

Training Manager – Led and directed a training program that empowered team members to master their job functions, build new capabilities, and exceed expectations.

Cultivated a culture of excellence by unifying the training department around a clearly articulated mission, vision, values, and objectives.

Collaborated with cross-departmental managers to identify knowledge gaps, develop custom action plans, and implement training modules.

Aligned training needs with technical capabilities by sourcing and selecting leading-edge training solutions.

Evaluated, identified, and adopted the training materials that would best prepare EMS team members to diagnose and resolve issues in partnership with on-site technicians.

Helped standardize call center performance by creating, rolling out, and maintaining detailed job guides and training resources for multiple functional areas.

EMS Manager / System Analyst – Served as co-manager of five team leads, as well as twenty-five to thirty EMS techs, within a fast-paced, high-volume call center.

Originated the use of KPIs, scorecards, and other metrics to assess staff knowledge, skills, and abilities through Excel spreadsheets that used complex functions such as @vlookup, pivot tables, etc. when needed.

Coached, trained, and mentored personnel to help them master functional requirements and interpersonal skills, including call center operations, software, the EMS system, and client account management.

Compiled, generated, and analyzed reports that provided insight into a variety of business data, including internal metrics and client strategy outcomes.

Built a successful team by optimizing talent acquisition, training, performance management, employee engagement, and corrective action strategies.

Calibrated tech schedules to ensure appropriate coverage levels.

Performed a variety of financial tasks with integrity and precision, including budget management, employee compensation, and performance awards.

Played a key role in the development of proprietary software that increased the efficiency of EMS functions and call center operations, including utility demand programs, alarm responses, help tickets, and work orders.

Customer Experience Manager – Provided polished customer service to a portfolio of accounts, with an emphasis on streamlining the client experience, upholding contract terms, and maintaining high satisfaction rates.

Worked with cross-functional teams to ensure that all customer needs were met, including system support, data management, reporting, training, and workflows.

Monitored and managed EMS Technicians’ efficacy in resolving client facility issues.

Supported the development team in performing system updates and maintenance.

Identified and helped Account Leads capture account expansion opportunities.

Maintained ownership of customer relationships, meeting agendas, client updates, escalated call center concerns, and ongoing communications, to ensure that issues were identified and appropriately addressed.

Liaised with clients and vendors to resolve service issues in a timely fashion.

Team Lead – Served as trusted point of contact and consulting expert throughout the client engagement cycle.

Provided remote support to customers, field technicians, and contractors working on complex mechanical equipment.

Translated retailers’ corporate directives into actionable lighting and HVAC plans.

Maintained total client satisfaction by fulfilling work orders, responding to EMS system alarms, dispatching techs, and troubleshooting technical problems with appropriate urgency.

Used active listening to uncover customer needs, identify custom solutions, and implement strategies for reducing energy use, minimizing carbon footprint, and increasing savings.

Helped clients achieve their energy goals through regular communications, collaborative problem solving, and adherence to corporate standards.

Coordinated with nationwide utility providers to execute and maintain retailers’ Demand Response programs.

Supported the creation and launch of software that allowed the EMS team to more efficiently handle and maintain incoming alarms from the EMS system.

Dollar Tree Stores, Inc. 1994 – 2010

Assumed roles of progressively greater scope and complexity at a retailer with nearly 14,000 locations across the U.S. and Canada.

Energy / Vending Coordinator – Strategically managed processes, technologies, and relationships to maximize ROI.

Evolved technical capabilities by researching, selecting, contracting, and coordinating the installation of multiple systems, solutions, and equipment.

oNovar and Teletrol EMS implementations and retrofits

oEnergy management Ethernet connections

oBulk vending machines

Maintained energy management systems in peak operating condition by downloading new program files, updating current system files, and performing regular troubleshooting.

Leveraged positive relationships with utility providers, EMS monitoring companies, software vendors, outside rebate companies, and other external parties, to positively influence bottom-line results.

oVerified electrical rates and tariffs.

oNegotiated favorable contract terms.

oEnsured compliance with established quality, service, cost, and time factors.

oObtained rebates for lighting, HVAC, and EMS retrofits.

oDeveloped a new EMS system and software in conjunction with Teletrol, Inc.

Forecast, monitored, and maintained budgets, making adjustments as needed to comply with target projections through Excel spreadsheets that used complex functions such as @vlookup, pivot tables, etc. when needed.

Minimized operational downtime by using Showcase Query and AS400 to troubleshoot departmental issues.

Analyzed energy usage to uncover savings opportunities and recommended improvement strategies

Generated and presented reports that enabled data-driven decision-making for vendors and internal teams by using complex Excel spreadsheets using @vlookup functions and pivot tables when needed.

Trained in-house personnel to master EMS system functionality, and provide essential backup support.

Special Project Manager – Provided leadership and direction to projects, programs, and initiatives impacting energy management, retail facilities, and equipment.

Integrated strategic innovation with established best practices to optimize all aspects of carpet remodels, lighting retrofits, group relampings, compactors, balers, vending machines, DMX music retrofits, and cooler / freezer retrofits.

Began cultivating expertise in the practices and principles of energy management, including installations of Novar and Site Controls Energy Systems.

Maximized resources and personnel to deliver superior results with target budgets, deadlines, and project parameters.

Store Set-up Coordinator – Planned and implemented complex logistics impacting new stores, relocations, and expansions.

Opened, set up, or closed utilities, bank accounts, insurance policies, and other essential services.

Obtained certificates of insurance and maintained accurate, complete database records in compliance with applicable regulations.

Performed business reporting, system troubleshooting, and other technical functions with efficiency and precision.

Managed the full cycle of waste removal activities, including contract negotiations impacting 100% of locations.

EDUCATION

Candidate, Bachelor of Science in Business Management; Virginia Wesleyan College

Associate of Applied Science; Tidewater Community College

ADVANCED TRAINING

Advanced Training in Computer Technology; Chattanooga State Community College

Candidate, Certified Energy Master (Modules 1-8); Association of Energy Engineers

Energy Management Certification; Novar Controls, Inc. Energy Management Certification; Philips Teletrol, Inc.

TECHNICAL SKILLS

Showcase Query Lawson Insight Business Management System Store Life Cycle Management by Accruent, Inc.

iScope ESS32 Site Controls Teletrol EMS Office Trax Heat Call Logging Crystal Reports AS400

Opus NexRev / Niagara EduBrute Training Software MS Office, including Access, Excel, and Power Point

Proficient in the skills and methodologies that drive success in energy management.

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