Customer Service Experience
Resume:
Teresa
Villaluz
***** ************ *****, ********, ** 92595
************@*******.***
High energy, organized, and detail-oriented customer service manager seeking to utilize my expertise in solar, customer relations and strong communicational skills to improve the customer experience in solar. Collaborative team player with an ownership mentality and a track record of delivering customer-centric solutions to difficult problems.
Skills
Contract Compliance
Google Suite
Powerclerk
State contractor licensing
Customer Service
Office Suite
Salesforce
Podio
Experience
OCT 2021 TO PRESENT
Director of Quality Assurance / Kuubix Global, LLC –
Lake Elsinore, CA
Focus on building the rrelationships between branch locations.
Creating a cohesive line of respect and communication so we can work together and create process and SOP’s that worked company wide.
Restructured the customer service department to build training and forward growth in a vertical career path to help eliminate attrition.
Created a compensation process for homeowner reimbursement on projects where company delays, and damage created a poor customer experience or physical repairs on site. Built approval limits and reviewed the process to identify issues and communicate with branch managers so they can address the team to make sure we improve and make the next experience better.
Addressed all CSLB complaints, attorney general, BBB complaints as well as teaching customer care agents how to acknowledge, take ownership, and work with internal teams to come up with a plan of action to keep the customer up to date through project completion.
OCT 2017 TO OCT 2021
Sr Customer Support Manager / Freedom Forever – Temecula, Ca
Oversee Customer Support department with 25 agents.
Aided in creating a customer centric process by improving company culture and improving customer support metrics and training CS agents in solar and company process.
Assist in building regional based pods to support branches according to their specific requirements and growing the training to grow the department and our staff.
Generated SOPs and forms for multiple cross departmental processes, involving legal and accounting to satisfy contracts and customer expectations.
Actively review contractual obligations and solar performance reviews and engage customer, branches, legal, and finance to satisfy contract while increasing customer satisfaction.
Initiated the main customer touch points, funnel monitoring and department metrics to drive a customer centric experience while rapidly growing as a company.
Success Examples:
Helped grow department from 3 customer service agents to 25 agents supporting branches in 24 states. Created policies, trainings, and SOPs to build out the customer service department to better serve the customer beyond standard stage updates.
FEB 2016 TO OCT 2017
Customer Service Manager / Baker Electric Solar – Escondido, CA
Oversee Project Coordinators, Jr. Project Coordinators, Contract Admin/Finance teams (14 direct reports)
Order Sunpower lease project each week for delivery.
Assist Innovation Team with SGIP paperwork and tracking of pilot programs tested through BES.
Communicate with permit runners to release projects as they are approved. Aided in crew schedules and provided warehouse notification of schedule and project requirements.
Create procedures and Standard Operation Procedures for Operations and Finance teams.
Run daily Trend Report from information from SalesForce and send information company wide daily.
Set team SMART goals and track employee information and progress through Cornerstone system.
Monitor and respond to all Yelp reviews within 48 to 72 hours. Reach out and resolve underlying issues if there are any to address.
Success Examples:
Monitor, track and respond to all negative customer experiences utilizing Survey Monkey. Used negative experiences to gain insight to streamline internal processes and create better customer service experiences. Using my firsthand knowledge to share with the sales team, operations, and install to build a cohesive company culture that puts the customer first.
JULY 2011 TO FEB. 2016
Project Coordinator & Rebate Admin / HelioPower, Inc. – Murrieta, CA
Process CSI rebate and NEM applications
Interact and communicate with utility companies for solar interconnections and rebates: SCE, PG&E, SDG&E, CCSE, IID, APU, RPU
Supervise MASH, SASH, and NSHP rebate processes.
Experienced in PowerClerk and SalesForce
Process and manage projects from design phase to build phase.
Manage customer relations throughout all project milestones.
Process and submit necessary documentation to utilities to achieve Permission to Operate.
Process all job documentation and save on server (field paperwork, solar edge maps, stringing, final AHJ inspection cards. Upload documents to SunRun for milestone payments.
Assist Director of Residential Construction on project forecasting and revenue recognition
Success Examples:
Worked to create cohesive workflows within the company to streamline overall project pipeline and create a positive customer experience after sale through permission to operate.
References
Hollie McArthur / Diamond PV Design - Owner
Jeff McCarthy / Director Project Management
Yvonne Olivarez / Kuubix Cash Collections Manager
Activities
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