Luz Vidal Barraza
Denver,CO
Summary
Results-driven and growth-oriented leader with 6+ years of progressive experience at Sunrun, advancing from frontline Customer Service to Case Manager Lead. Skilled in training, process development, and cross-department collaboration with expertise in contract modifications, Home Electricity Reports (HERs), and quality assurance. Known for building efficient systems, mentoring high-performing teams, and driving solutions that improve operations, customer satisfaction, and company performance. Accomplished Case Manager adept at handling high caseloads without sacrificing quality of care. Operates exceptionally well in high-pressure environments. Recommends best resources and courses of action to benefit patient needs and return each to optimal quality of life.
Overview
7
7
years of professional experience
Work History
Case Manager Lead
Sunrun, Inc.
Denver, CO
01.2022 - Current
- Train and onboard all new Case Managers, ensuring mastery of company processes, systems, and customer service standards.
- Conduct ongoing process retraining sessions for the entire Case Management team to maintain consistency and efficiency.
- Perform Quality Assurance reviews on Case Manager calls; provide personalized feedback, coaching, and performance improvement plans.
- Oversee pipeline management, directing where cases should be routed next and maintaining cross-team communication for timely resolution.
- Serve as the subject matter expert for contract modifications, Home Electricity Reports (HERs), and complex escalations, frequently consulted by Collections, Billing, Legal, and Field Service departments.
- Manage and analyze HER data to ensure accuracy, provide insights on customer usage, and support performance tracking and compliance reporting.
- Partner with cross-functional teams to troubleshoot data discrepancies, improve reporting accuracy, and implement process updates related to energy consumption tracking.
- Led and facilitated department-wide trainings, including a recent session teaching the Field Service (FS) team how to independently complete UACs (Update Asset Characteristics) — improving interdepartmental efficiency and reducing turnaround times.
- Collaborate with leadership and IT on the development of a new pricing tool, providing case-level insights and user feedback to enhance functionality and accuracy.
- Continue to provide expert one-off support and process guidance across teams as needed.
Case Manager
Sunrun, Inc.
Denver, CO
01.2020 - 01.2022
- Served as the primary point of contact for contract modifications across multiple departments, including Collections, Billing, and Legal, ensuring seamless coordination and compliance.
- Processed and completed contract resumptions and reinstatements, maintaining accuracy and adherence to company standards.
- Partnered with internal teams to resolve escalated customer and account issues, improving communication and turnaround times.
- Contributed to a companywide account recovery project, helping bring back over $500,000 in previously lost accounts through targeted outreach and resolution.
- Recognized as the go-to expert for contract workflows and process escalations.
Customer Service Representative
Sunrun, Inc.
Denver, CO
01.2019 - 01.2020
- Managed a caseload of 200–300 active customer accounts, closing 10–15 cases daily and contacting 20+ customers per day for updates, resolutions, and satisfaction follow-ups.
- Handled Tier 1 support queue calls and escalations, maintaining high customer satisfaction scores and supporting overall service goals.
- Collaborated with Case Management and Field Service teams to resolve complex issues efficiently.
- Utilized Salesforce and internal systems to document interactions, track progress, and ensure accuracy in customer records.
- Recognized for dependability, problem-solving skills, and consistent top-tier service performance.
Education
Associate of Applied Science - Business Administration
Community College of Denver
Denver, COSkills
- Leadership & Team Development
- Training & Coaching
- Quality Assurance & Performance Feedback
- Case & Pipeline Management
- Contract Modifications & Resumptions
- Home Electricity Reports (HER) Expertise
- Cross-Department Collaboration (Billing, Collections, Legal, IT, Field Service)
- Customer Service & Escalation Management
- Process Improvement & Documentation
- Salesforce CRM
- ERP & Dealify Systems
- Data Analysis & Reporting
- Project Coordination
- Communication & Stakeholder Management
- Tool Development & User Feedback Integration
Websites
Languages
Spanish
Native/ Bilingual
Timeline
Case Manager Lead
Sunrun, Inc.
01.2022 - Current
Case Manager
Sunrun, Inc.
01.2020 - 01.2022
Customer Service Representative
Sunrun, Inc.
01.2019 - 01.2020
Associate of Applied Science - Business Administration
Community College of Denver