Customer Success Specialist - Sunrun Inc. - Denver, CO
(2021-10 - 2026-02)
- Independently managed between 200 and 300 assigned projects for the nation's largest residential solar energy company.
- Partnered with sales teams and clients to ensure seamless transitions from sale to installation and activation.
- Provided customers with contract, design, and scheduling updates to support sales cycle progression and satisfaction.
- Collaborated with sales, site survey, design, installation, and permitting teams to resolve issues and accelerate project delivery.
- Implemented a "Customer Huddle" process that improves design accuracy and reduces installation delays.
- Built and maintain a network of internal partners to resolve escalations quickly and support sales objectives.
Back Office Supervisor - Deckers Brands - Denver, CO
(2018-02 - 2021-03)
- Led a team of 12 system experts, resolving escalated customer issues and supporting sales operations.
- Partnered with eCommerce, Learning & Development, and Customer Service teams to enhance the buyer experience and reduce friction in purchase and return ecosystem.
- Led Customer Care Improvement (CCI) Team to help release enhancements that reduced year-over-year contacts by 33% (145,000 contacts).
- Built and optimized the Zendesk CRM/ticketing ecosystem, improving response speed and customer touchpoints.
- Reduced operational expenses by $100,000 YOY through process improvements that supported scalability and sales growth.
- Managed ramp-up for an offsite BPO partner, training agents and resolving issues to ensure strong sales support.
Back Office Lead • Contact Center Coach • Support Specialist • Customer Service Representative - Deckers Brands - Flagstaff, AZ and Denver, CO
(2014 - 2018)
- Supported customers with product inquiries, returns, warranties, and purchase guidance across multiple brands through phone, chat, and email.
- Helped the call center achieve daily, weekly, and monthly sales goals through product recommendations and exceptional service.
- Processed high volumes of service requests, ensuring customers received timely and accurate resolution of any post-sales issues.
- Built strong customer relationships that increased brand loyalty and repeat purchasing.
- Trained and developed team members into system experts, improving service quality and customer satisfaction.
