Overview
Work History
Education
Skills
Languages
Timeline
AssistantManager

Chanel Lee-brun

Overview

11
11
years of professional experience

Work History

In Home Care Giver

Lisa Lee
11.2015 - 08.2024
  • Ensured a safe and clean home environment by performing light housekeeping tasks such as laundry, vacuuming, and dusting.
  • Provided patients with assistance in completing daily tasks, reducing daily burden on family members.
  • Traveled to clients' homes to complete healthcare services and promote continuity of care.
  • Contributed to an overall positive caregiving experience by offering emotional support during challenging or difficult times.

ProMotion / Costco Escalations Legal Team

SUNRUN LLC
08.2023 - 11.2024
  • Manage and resolve all escalated customer issues in accordance with Sunrun guidelines, serving as the customer's single point of contact
  • Provide inbound & outbound assistance via email & chat for escalations
  • Investigation all cases before presenting a resolution
  • Collaborate with other departments to gather information to reach a quicker resolution
  • Experience with social platforms, vendors, fraud operations
  • Proactive problem solver
  • Works directly with Staff Prevention SMEs to contribute to, and enforce, processes, training, and consequences based on customer escalation insights
  • Deliver world-class customer experiences for customers led by empathy and a 'can-do' attitude
  • Set and achieve customer expectations through all points of contact, providing regular proactive communication on case status, timelines, and next steps
  • Provide accurate and timely resolutions to customer questions and requests, providing a seamless customer experience with few or no handoffs between team members or other departments
  • Work with customers and internal scheduling teams to schedule site visit appointments, ensure their completion, and provide appropriate follow-up
  • Obtain signatures on time-sensitive and confidential documents
  • Maintain a current understanding of all aspects of the solar journey, including, but not limited to, Sunrun agreement terms and obligations, billing, system and battery performance
  • Maintain a current understanding of all resolution tools consistent with Sunrun guidelines
  • Discuss customer feedback and solicit customer satisfaction feedback after escalation resolution
  • Maintained clean at home work environment

Case Management Tier3

Sunrun LLC
03.2022 - 08.2023
  • Representing Sunrun and its partners in escalated customer issues and complaints through the delivery of exceptional customer service and support by utilizing strong verbal and written communication skills and effective telephone techniques
  • Act as a responsible single point of contact for complex issues that require multiple points of contact with both internal and external parties as the ultimate escalation level
  • Negotiating successfully and diplomatically in the best interest of Sunrun, its customers, and its partners
  • Accurate preparation of complex financial data, including rate modifications and savings analyses
  • Nonstandard, nonscripted dialogues with high visibility and exposure to the legal department as well as company executives
  • Handling issues with diplomacy helps to avoid social media and other escalations
  • Advocate for the customer across all functional disciplines and channel partners to resolve customer inquiries to retain or reestablish customer confidence in Sunrun
  • Serve as a subject matter expert (SME) in at least one of the following areas: Savings/Rate Modification, ERP, SREC's, Utility Engagement, Insurance, Fleet Operations or Operations
  • Recommends and project manages improvements to services, products, and procedures to support operational excellence or to prevent similar issues in the future
  • Proactively report any training needs or system errors/discrepancies to the QA/training team and support its efforts
  • Ability to effectively and efficiently handle more than60 customer cases at a time, ensuring prompt and expeditious follow-up
  • Troubleshoots and resolves customer issues or concerns by providing solutions, recommendations, replacements, gathering sensitive information, and/or detailed product information with a sense of urgency while using a positive and empathetic approach at all times
  • Builds relationships and works closely with customers, co-workers, and all levels of the organization in a positive manner to supply necessary updates and reporting as needed
  • Complete other tasks as deemed appropriate by a manager
  • maintained quiet at home work environment

PBX Switchboard Operator

St. Vincent's Hospital
08.2018 - 10.2019
  • Maintained accurate records of dispatched calls and their outcomes, ensuring thorough documentation for future reference.
  • Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire, and EMS while tracking data in real-time environments.
  • Optimized productivity to improve on-time emergency response and life support.
  • Effectively managed stressful situations, maintaining a calm demeanor while providing crucial support to both callers and first responders.
  • Exceeded performance metrics in both call handling and dispatch accuracy, resulting in a higher level of service to the community.
  • Promoted public safety awareness by participating in community outreach events and presentations related to emergency preparedness.
  • Assisted in updating department policies and procedures to improve overall efficiency and effectiveness of emergency dispatch operations.
  • Eliminated risks and emergency response delays by efficiently monitoring public safety field units.

Guest Services

The St Regis Princeville
04.2014 - 11.2016
  • Greeting guests: Make a good impression by welcoming guests with a smile and professional conversation
  • Answering inquiries: Respond to guest questions about hotel amenities, local attractions, and more
  • Resolving issues: Handle complaints and concerns in a timely and professional manner
  • Processing payments: Collect payment information and issue keys
  • Booking reservations: Communicate with guests who want to make or cancel reservations
  • Coordinating with other staff: Work with housekeeping, porters, and transport providers to meet guest needs
  • Respond and dispatch guest request in a timely manner
  • Knowledge and passion for travel
  • Provide impeccable customer service
  • Transfer calls to proper department
  • Log wake up calls
  • Work closely with the front desk & butler service
  • Provide VIP service to high profile guests
  • Perform overnight duties
  • Train new team members
  • Inputting in room dining orders
  • Respond to emergency calls within the hotel & assist first responders if needed
  • Work closely with security to maintain a safe environment for the guests and staff onsite

Education

High School Diploma -

Rex Putnam
Portland, OR
07-2008

Skills

  • Creativity
  • Communication
  • Problem solving
  • Team work
  • Conflict resolution
  • Collaboration
  • Works well under stress
  • CRM management

Languages

English

Timeline

ProMotion / Costco Escalations Legal Team

SUNRUN LLC
08.2023 - 11.2024

Case Management Tier3

Sunrun LLC
03.2022 - 08.2023

PBX Switchboard Operator

St. Vincent's Hospital
08.2018 - 10.2019

In Home Care Giver

Lisa Lee
11.2015 - 08.2024

Guest Services

The St Regis Princeville
04.2014 - 11.2016

High School Diploma -

Rex Putnam

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