Amanda Branch-Thompson
Linden,NJ
Summary
Talented Senior Project Manager with excellent client oversight and issue resolution talents. Highly effective overseeing multiple tasks and employees at once. Dedicated to detail-oriented leadership and goal-oriented planning.
Overview
5
5
years of professional experience
Work History
Senior Customer Experience Professional
Sunrun
05.2022 - Current
- Manage between 200-250 projects
- Deliver world-class experience for customers as their primary point of contact from project approval to solar activation
- Set and achieve customer expectations through all points of contact, providing regular proactive communication on project status and next steps
- Work with customers to schedule appointments and obtain inputs such as documents or signatures on application forms
- Provide accurate and timely resolution to customer questions and requests
- Document all customer interactions in accordance with standard process
- Handle escalated projects in collaboration with stakeholders across the business and where necessary, escalate projects with challenges to Customer Experience Manager for resolution
- Identify areas of improvement in our customer journey and work with the Customer Experience Manager to implement solutions
- Regularly coordinate with the Electrification Managers on pipeline progress and construction capacity, to ensure customers can be activated as expediently as possible
- Collaborate with the Site Audit and Design teams to solve issues and innovate new ways to reduce rework and improve customer experience
- Coordinate with Home Upgrades teams for customers that have home upgrades to ensure timely scheduling and completion of jobs and to provide updates to customers
- Problem solve project challenges, support teams in removing roadblocks, and escalate issues as needed to ensure quick action and resolution
- Deliver pipeline performance and cycle time insights to the Customer Experience Manager
- Coordinate with sales, utilities, jurisdictions, subcontractors, build partners, and internal construction manager to ensure a smooth and efficient activation
- Maintain a current understanding of utility, permitting & other external lead times
- Discuss customer feedback and solicit customer satisfaction feedback for both installation and new customer surveys.
Permitting and Interconnection Manager
Solar States, LLC
03.2021 - 04.2022
- Coordinate between internal operations and sales team to obtain and process all required documentation for both utility interconnection and permitting
- Daily portfolio management for Solar Sates active interconnection application across multiple utilities
- Record and update utility requirements for solar installations in coordination with residential operations team
- Gain insight into utility-specific net metering guidelines and communicate to internal team
- Complete all required permitting application for residential projects across multiple jurisdictions
- Represent Solar States to various jurisdictions while applying for permits, gathering code and other job-related requirements
- Track design and engineering requirements for relevant jurisdictions in coordination with residential operations and design teams
- Foster strong relationships with relevant utilities and jurisdictions
- Act as cross departmental company resource for jurisdictions and utility inquiries and communication
Customer Service Representative [Hi-Tech Patients]
Prompt Care Companies
03.2020 - 03.2021
- Provided clients with timely and accurate information and take appropriate corrective actions regarding services to ensure the customers' complete satisfaction
- Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
- Followed proper procedures for accurate and timely documentation of referral source or patient concerns and most importantly, take appropriate corrective actions
- Processed supply sales orders requested by patients and/or their caregivers
- Processed telephone calls and triage problems in accordance with company standards and other verbal and written training policies.
- Communicated with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures.
- Delivered exceptional service and customer satisfaction through all communication channels
Executive Administrative Assistant
Orbit Energy and Power
11.2019 - 03.2020
- Streamlined office operations by implementing efficient administrative processes and organizational systems.
- Led cross-functional team initiatives for process improvements, contributing to increased operational effectiveness.
- Developed comprehensive training materials that facilitated faster customer proficiency with the product.
- Generated reports and communicated results to stakeholders to provide insights into customer success.
- Fostered a positive work environment by addressing employee concerns and facilitating team-building activities.
- Verified and submitted timekeeping information for accurate and efficient payroll processing.
- Integrated call center operations for increased efficiency through optimizing scheduling, staffing, and performance tracking processes.
Customer Service Supervisor
Momentum Solar
07.2018 - 11.2019
- Completed daily project task allocated by operations/service technician to assure project progression
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Developed strong working relationships with management and executive team through effective scheduling and communication skills.
- Assist customers with state registrations and billing analysis base on system productivity
- Created comprehensive training materials for new hires, ensuring consistent knowledge and skill development across the team.
Education
A.A. Liberal Arts -
Middlesex County College
Edison, NJ01.2019
Skills
- Project Management
- Customer Service
- Data Entry
- Auditing and filing
- Excellent Communication
Timeline
Senior Customer Experience Professional
Sunrun
05.2022 - Current
Permitting and Interconnection Manager
Solar States, LLC
03.2021 - 04.2022
Customer Service Representative [Hi-Tech Patients]
Prompt Care Companies
03.2020 - 03.2021
Executive Administrative Assistant
Orbit Energy and Power
11.2019 - 03.2020
Customer Service Supervisor
Momentum Solar
07.2018 - 11.2019
A.A. Liberal Arts -
Middlesex County College