Ivana Mirra

- Project intake
- Design confirmation call; presenting the customer with the final design to confirm the accuracy of the same
- Homeowners Association research and submission, ensuring timely submission, approval and installation of the project
- Permit submission; ensure accurate and timely submission of all the necessary documents to the appropriate AHJ
- Scheduling/Rescheduling installation of the project
- Interconnection documentation preparation; complete all needed preliminary approvals requiered from the Utility and assist the customer in completing the needed documentation
- Change orders coordination; assist with contacting and resolving Change Orders with Customers and Sales Representative, ensuring the interrupted progression of the project
- Direct Sales Support
- Direct Customer Support

• Implemented process improvements that led to increased productivity and reduced costs in operations projects.
• Facilitated knowledge sharing sessions to disseminate best practices across multiple teams, leading to improved overall performance in operations projects.
• Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
• Maintained open communication by presenting regular updates on project status to customers.
• Kept projects on schedule by managing deadlines and adjusting workflows.

- Assist Interconnection Manager in all operations and managing a team of direct reports
- Manage PTO submission and approval pipelines for SE Region
- Oversee completion of applications for interconnection with the utilities
- Ensure systems meet utility requirements and get approvals in a timely manner
- Work collaboratively with other departments to implement processes
- Assist with the building of database of utility requirements pertaining to interconnection of PV systems
- Develop working relationships with Utility companies in region and advocate for Lumio customers and PV Interconnection best practices
- Adopt and roll out best practices for interconnection function
- Train new employees
- Research and support solar operations within SE Region

- Provide support to ERS Customer Advocates (as applicable by site location) or; ERS Back Office Processing and Payment Specialist Staff in the following key areas: new hire mentoring and training support, escalated call handling, quality assurance monitoring, assisting queue inquiries.
- Work as a lead staff member answering policy related inquiries. Respond to member concerns regarding ERS related problems and ensures follow-up and resolution via telephone, letter, email and/or face-to-face contact. - Maintain statistics regarding problems encountered and develop management recommendations for rectifying/eliminating root cause. Determine appropriate resolution in accordance with established procedures regarding matters such as compensation.
- Monitor phone calls to ensure quality service in accordance with ERS standards.
- Facilitate group calibration sessions and provide coaching and mentoring to less senior personnel; providing coaching and counseling as appropriate. Notify supervisory personnel of problems and handle internal policy questions from staff as necessary.
- Prepare reports reflecting activities and trends negatively impacting quality scores. Assist staff in dispatching calls and manually spot calls not automatically handled by D3 system.
- Obtain information on various issues including policy effective date errors, covered drivers, etc.
- Prepare reports reflecting activities and trends negatively impacting quality scores.
- Provide oversight to call management facility loads to ensure PTA/ETA times are kept current.
- Clarify Company policy/procedures relative to ERS activities. Investigate problems and communicate with individuals from various departments to obtain information that may include policy effective date errors, covered drivers, etc.

- Responding to a high volume of emergency road service requests in a call center environment.
- Responding to member needs with empathy and understanding while gathering information and providing solutions to get members back on the road.
- Analyzing member accounts to determine additional products and services that benefit the members -Exceeding performance metrics by following detailed call intake process and efficiently working through calls in a timely fashion.

- working in the classroom with children
- performing food related tasks (cooking, ordering, processing monthly claims, etc.) -Janitorial duties

• Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
• Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
• Corresponded with clients through email, telephone, or postal mail.

- Handling inbound and outbound calls
- Processing cart, EBay, Amazon order
- Providing support for the customers
- Handling cases for the defective products
- ARS Labels
- Responding to Customer Service and Order department emails - - Monitoring daily inventory levels
- Other office related work

- Handling incoming alarm situations (communication with law enforcement, clients, etc. ), sending e-mails, managing procedures for new clients, updating procedures for already Existing clients.
- Training newly hired candidates in the field of Customer Service for G4S, reporting to Customer Service Operations Manager directly, recommendation on hiring pass training representatives after probation period, monitoring progress of the candidates pass hiring process (10-13 candidates in a group), coaching, motivation and improvement of assigned team of representatives

- Providing help with making and maintaining Internet presentation

• Contributed to the development of an internal training program for new IT Technical Support Specialists, enhancing team proficiency levels across various technologies.