Sam Samson

Permission to Operate (PTO) Specialist: Review project documents to ensure compliance with utility requirements and regulations. Verify consistency between installed systems, design plans, and permit applications. Process and submit Permission to Operate (PTO) documentation and follow up until approval is received.

Admin Assistant - Our World Energy (Solar Industry) - Arizona, Texas USA

(2022-11)

• Permission to Operate (PTO) Specialist: Review project documents to ensure compliance with utility requirements and regulations.
• Verify consistency between installed systems, design plans, and permit applications.
• Process and submit Permission to Operate (PTO) documentation and follow up until approval is received.
• Coordinate required corrections, minor field fixes, and documentation updates with technicians.
• Schedule meter set and commissioning appointments with utility companies.
• Creates and maintains Training materials, streamlined guidelines, SOPs and maintain accurate project records to support efficient operations
• PE/EE Specialist: Review engineering plans to ensure compliance with codes, safety standards, and project requirements.
• Coordinate design revisions with CAD teams and submit updated plans for PE/EE approval and stamping.
• Process approved plan sets for permitting and maintain documentation throughout the approval process.
• Track project status and coordinate with internal teams to ensure timely permit approvals.

Solar Service Coordinator - Our World Energy (Solar Industry) - Arizona, Texas USA

(2022-11)

• Coordinate service requests and technician dispatch for pre- and post-installation solar system issues.
• Communicate with customers, technicians, funding partners, and internal teams to resolve service-related concerns.
• Schedule service appointments, track ticket status, and ensure timely completion of repairs and return visits.
• Monitor service queues, maintain accurate reports, and provide daily scheduling updates.
• Coordinate with warehouses, engineering teams, utilities, and equipment vendors to support repairs and material availability.
• Manage customer communications regarding service schedules, system activation, and replacement materials.

QA Reports Analyst - Teleperformance - Bacolod City

(2012-01 - 2019-12)

• Prepare and analyze daily, weekly, and monthly QA performance reports.
• Collect, validate, and consolidate quality data from multiple sources.
• Monitor QA KPIs, trends, errors, and compliance metrics.
• Develop dashboards and reports using Excel, Google Sheets
• Identify quality issues and provide data-driven insights and recommendations.
• Collaborate with QA and Operations teams to resolve data discrepancies and improve performance.
• Track corrective actions and measure improvement outcomes.
• Present QA findings and performance trends to management.

CSAT Analyst - Teleperformance - Bacolod City

(2012-01 - 2019-12)

• Analyze CSAT, QA, AHT, FCR, SLA, and other operational KPIs for a travel account.
• Prepare and maintain performance reports, dashboards, and scorecards.
• Identify trends, performance gaps, and key CSAT drivers through data analysis.
• Provide actionable insights to improve customer satisfaction and business performance.
• Collaborate with Operations, QA, and Training teams on performance improvement initiatives.
• Present KPI trends and recommendations to management and stakeholders.

Customer Service / Technical Support - Teleperformance - Bacolod City

(2012-01 - 2019-12)

• Assist customers with flight, hotel, and travel-related inquiries and reservations.
• Handle booking changes, cancellations, rebookings, refunds, and travel concerns.
• Provide accurate information regarding itineraries, policies, fares, and travel requirements.
• Resolve customer issues efficiently while maintaining high customer satisfaction.
• Process transactions and document customer interactions accurately in company systems.
• Handle escalated concerns professionally and provide appropriate solutions.
• Meet established KPIs, including CSAT, AHT, FCR, QA, and productivity targets.
• Coordinate with airlines, hotels, and internal teams to resolve customer concerns.
• Maintain professionalism and deliver excellent customer service in a fast-paced environment.

Customer Service / Technical Support - Telus Philippines - Taguig

(2007-01 - 2011-12)

Bachelor of Science - Computer Science - University of Saint La Salle