Jessica Gray
Sulphur Springs,TX
Summary
Customer experience and online engagement professional with 7+ years of experience in customer advocacy, reputation management, issue resolution, and operations. Leads public-facing engagement and escalations in the solar industry, combining Voice of Customer analysis, service recovery, de-escalation, and cross-functional coordination. NABCEP PV Associate with working knowledge of residential solar and energy storage. Customer Experience • Customer Advocacy • Voice of Customer • Reputation Management • Customer Success • Community Engagement • Escalations
Overview
2
2
Languages
1
1
Certification
7
7
years of professional experience
Work History
Online Engagement Administrator
Signature Solar
11.2023 - Current
- Coordinated daily administrative operations in a hybrid environment, including workflow management, employee productivity, patient scheduling, payroll reporting, and high-volume communications.
- Established workflow processes and coached new hires on company procedures while supporting day-to-day staff management.
- Managed VESTA EMR records and processed patient intakes and referrals across multiple insurance providers.
- Handled stakeholder communication by phone, email, and fax and participated in the after-hours on-call rotation.
Tech Solutions Associate
Signature Solar
08.2023 - 11.2023
- Managed high-volume customer inquiries through email and ticketing systems, tracking issues through to resolution and maintaining accurate records.
- Used HubSpot and BigCommerce to research orders, document customer interactions, retrieve account information, and support timely issue resolution.
- Built foundational technical knowledge of residential solar products while supporting customers with product, order, and technical questions.
Assistant Office Manager
Precious Care Home Health Inc.
07.2019 - 08.2023
- Coordinated daily administrative operations in a hybrid environment, including workflow management, employee productivity, patient scheduling, payroll reporting, and high-volume communications.
- Established workflow processes and coached new hires on company procedures while supporting day-to-day staff management.
- Managed VESTA EMR records and processed patient intakes and referrals across multiple insurance providers.
- Handled stakeholder communication by phone, email, and fax and participated in the after-hours on-call rotation.
Education
Green Belt: Lean Six Sigma - Customer Experience
Six Sigma Global Institute
Online05-2026
NABCEP Board Certification. Photovoltaic. - Solar
North American Board of Certified Energy Practitioners
Online01-2023
Skills
- Customer Advocacy
- Voice of Customer
- Reputation Management
- De-escalation
- Customer Retention
- Process Improvement
- Data Analysis
- Cross-functional Collaboration
- Community Management
- HubSpot
- BigCommerce
- CRM / ticketing systems
- VESTA EMR
- Customer-first communication
- Public issue resolution
- Trend identification
- Technical translation
- Relationship building
- High-volume communications
Personal Information
Title: Customer Experience & Online Engagement
Certification
NABCEP PV Associate, North American Board of Certified Energy Practitioners
Languages
English
Castellano
Timeline
Online Engagement Administrator
Signature Solar
11.2023 - Current
Tech Solutions Associate
Signature Solar
08.2023 - 11.2023
Assistant Office Manager
Precious Care Home Health Inc.
07.2019 - 08.2023
Green Belt: Lean Six Sigma - Customer Experience
Six Sigma Global Institute
NABCEP Board Certification. Photovoltaic. - Solar
North American Board of Certified Energy Practitioners