Cherry Mallo

Remote-experienced customer service and case management professional with 10+ years across the U.S. residential solar, technical support, insurance, and project coordination fields. Most recently managed the Permission to Operate (PTO) process for a U.S. solar company — auditing interconnection paperwork, submitting to utilities, and resolving redlines to get systems approved for grid power — after two years in a customer resolution (CARE) role handling post-installation homeowner support. Bachelor of Science in Psychology.

Proficient in QuickBooks, Zoho, CRM/ticketing platforms, and utility interconnection portals such as PowerClerk, with a consistent record of meeting SLA turnaround times and KPI targets in fully remote roles.

PTO Specialist at Our World Energy (2025-09 – 2026-09)

Owned the Permission to Operate (PTO) process — the final stage before a solar system is legally cleared to send power to the utility grid — from document audit through utility submission to case sign-off.

• Audited and compiled PTO packages within 24 hours of a case entering PTO status, verifying signed Interconnection Agreements, Site Plans/Single Line Diagrams, equipment spec sheets (inverters, modules, disconnects), and installation photos for completeness and accuracy.
• Submitted audited packages to utilities through the correct channel for each utility, including online portals (e.g., PowerClerk), email submissions, and utility-specific paper forms.
• Tracked cases through utility review (typically 5–21 business days), monitoring status end-to-end and keeping cases visible until utility sign-off.
• Resolved utility "redlines" (rejection notices listing required corrections), coordinating fixes and resubmitting within 1–5 business day windows to keep approvals on schedule.

CARE Specialist at Our World Energy (2023-10 – 2025-09)

Served as a Customer Assistant & Resolution Expert (CARE), delivering post-installation support to solar homeowners across call, text, email, and voicemail channels.

• Logged and categorized homeowner contacts — utility billing concerns, roofing concerns, monitoring app access, and RMA (equipment replacement under warranty) — and resolved issues directly (e.g., walking homeowners through the monitoring app) or routed them to the correct downstream team.
• Flagged tickets such as "Service Visit Needed" and "Install Fix Needed" to auto-create linked tickets for technician and install teams, and maintained ticket status and next-follow-up dates as a tracked KPI.
• Ran structured "3x3x3" outreach (3 calls, 3 texts, 3 emails across 3 days) before closing tickets on unresponsive homeowners, and flagged disputed reimbursements and stuck escalations for review at the daily 3:00 PM AZ team meeting.

Appointment Setter at Prominent Outsource (2022-08 – 2022-09)

• Called clients to schedule appointments for their insurance policy consultations.

Project Coordinator at ProCalcs LLC (2022-03 – 2022-08)

• Managed client email correspondence, built project estimates, and maintained customer accounts across Zoho, CRM, and QuickBooks.

Customer Service Associate II at Concentrix Bacolod (2012-10 – 2022-03)

• Troubleshot cable, internet, and phone service issues for customers as a project coordinator and customer service representative.

Sales Representative / PIMAT Team at Transcom Bacolod (Sears Account) (2009-09 – 2012-10)

• Handled inbound sales calls and order processing; later joined the PIMAT quality team conducting call audits and QA calibration sessions.

Branch Operations Specialist at Pru Life UK Insurance Company (2007-07 – 2009-07)

• Processed life insurance policies and financial transactions, plus branch admin and customer service support.

Bachelor of Science in Psychology – West Negros College (2001-06 – 2005-03)