Experience

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  Pacific gas and electric company

  Jan 2010 - Jan 2018

  ➤ Managed the day-to-day operations of a $6M gas repair and replacement program targeted towards low-income customers, including customer success, project budgeting, contractor relations, safety and compliance. ➤ Partnered with contractors and internal teams to review documentation to ensure program compliance and eligibility, optimize service coverage & maintain high levels of operational efficiency.➤ Obtained commitments from partner contractors related to costs, resources, schedules, contingencies, and communication plans to ensure customer projects are properly executed.➤ Addressed and resolved customer complaints to ensure high levels of customer satisfaction. Show less ➤ Enlisted 30+ customers to participate in the Step Up and Power Down initiative through behavioral campaigns, behavioral audits, sustainability education courses and customer training. ➤ Assisted these companies including UCSF, Saleforce and Oracle in identifying over 4K MWh in energy and $1.5M in monetary savings.➤ Spearheaded comprehensive energy and behavioral audits to identify potential savings for customers.➤ Developed a step-by-step process to help customers engage in the campaign, which included activating over 40 program elements following a defined timeline.➤Created regular and ad hoc reports to measure customer engagement and campaign outcomes. Show less ➤ Developed and implemented customer outreach strategies by working with over 50 employees to educate over 25,000 large and small business customers on their new electric rates and resources.➤ Helped businesses avoid an additional $5M in annual energy charges.➤ Fostered relationships with 50 community-based organizations, including the Chamber of Commerce and multiple Rotary clubs.➤ Facilitated events for both the business and residential community to discuss electric rates and their impacts.➤ Identified untapped no-cost channels to communicate with customers, including radio and TV advertisements.➤ Developed, refined, and coordinated the residential outreach strategy at local service centers.➤ Proposed and executed new approaches to engage with a greater range of customers. Show less

  • Customer Experience Program Manager

    Jan 2017 - Jan 2018

  • Customer Engagement Manager

    Jan 2016 - Jan 2017

  • Customer Outreach Specialist

    Jan 2010 - Jan 2016
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  Clearway energy group

  Jan 2018 - Jan 2020

  Customer success analyst

  ➤ Transitioned $50M in account billing of solar subscriptions for commercial customers including Wholefoods, Arizona State University, Kaiser and Target. ➤ Implemented client satisfaction strategies that reduced past due balances by 95%, from $1M to $50k.➤ Increased customer case documentation by 300% by automating the creation of cases from customer emails, enabling the development of a self-service customer portal.➤ Reorganized Salesforce cases allowing for the accurate portrayal of customer support activities.➤ Facilitated the client onboarding process, from requirement gathering through account management.➤ Crafted creative solutions for internal and external process improvements of the customer experience.➤ Triaged and troubleshooted client issues through cross-functional collaboration with internal teams.➤ Reviewed contracts to clarify and resolve billing discrepancies on behalf of customers.➤ Served as a solar SME by promptly answering technical and non-technical customer questions. Show less

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  Enact systems inc.

  Feb 2021 - Oct 2023

  Customer success manager

  ➤ Provided ongoing training to 100+ international installers on the effective use of the company's solar software leading to the creation of $100M in solar project proposals.➤ Set up 500+ mobile app accounts and resolved bugs using LogRocket and Jira and constant communication with customers and the product and engineering teams.➤ Managed $5M in projects from site visits to installation, system activation and app setup.➤ Directed all aspects of billing, ensuring accurate invoicing, timely payments, correct installer compensation, and the collection of past-due payments.➤ Developed the tracking mechanism in ZOHO CRM for billing, commissions and referrals.➤ Led cross-functional teams to establish and document fair and consistent project pricing.➤ Supervised two direct reports, ensuring effective team collaboration and performance. Show less

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  Mehana homes

  Nov 2023 - now

  Business owner (hospitality provider)

  ➤ Started business to create an alternative income source during job search.➤ Researched over 100 regional markets to identify rental properties similar to other successful AirBNB listings.➤ Became adept at using software - AirDNA & Mashvisor - to do property research.