This company manages the "Energy Savings Assistance Program"- sponsored by SDGE.I held several positions within this company...
*Outreach Coordinator (2007-2009)
Called property managers and home owners to explain the details of the program and procured their participation. Improved the Collection process of income documents, and property owner waivers by creating a series of letters that automated the process and increased the efficiency for collecting said documents. Created and maintained a property management/owner "contact information" database.
*Senior Administrative Staff (2009-2012)
Checked income paperwork provided by interested participants. Sent letters to customers requesting additional paperwork for verification of their income. Collected home owner documentation. Mentored my peers as necessary in the correct policies and procedures regarding acceptable income documentation. Through independent research verified property ownership, and public standing of business entities. I also worked closely with third party county offices (i.e. the County Assessors’ Office) to verify public records.
*Outreach Supervisor (2012-2014)
As an Outreach supervisor I coached and mentored my team on how to be more efficient out in the field. Wrote employee reviews and kept electronic files on employee one-on-one meetings, incidents and write-ups. Created visual displays to help track production and worked on special projects as assigned by my superiors (i.e. audits, customer service issues).
In addition, gave several weekly presentations at Energy Assistance workshops and answered customer’s questions and concerns about the Program. My responsibilities during these workshops were to pre-screen customers and verify income sources, as well as to schedule in-home weatherization assessments. Also, kept a database of all pre-screened customers and followed their enrollment process until the weatherization was completed and reported this information to my superiors on a weekly basis.
Lastly, at the beginning of 2014 helped set up a newly established Call Center and served as a coach and mentor for the new Customer Service Reps.
*Senior Document Collection Specialist (2014-2016)
Helped set up a "Document Support Department"after a company re-organization in March of 2014 and served as a coach and mentor for the team. Identified problems and issues, and made changes that helped streamline the paperwork collection process. Dealt with employee concerns, and wrote recommendations for my superiors' review and possible action. Interviewed candidates for both customer service and outreach positions, and using a Power Point presentation, trained newly hired Outreach specialists on the collection of documentation.