Marisela Munoz
Hayward,CA
Summary
Project management professional with extensive experience in guiding project teams to achieve operational goals. Known for fostering collaboration and adapting to dynamic project requirements. Expertise in resource allocation and risk mitigation, ensuring timely and effective project delivery.
Overview
10
10
years of professional experience
Work History
Project Advisor / Scheduling Coordinator
Tesla, Inc.
Hayward, CA
03.2021 - 02.2026
- Managed and maintained scheduling system for a team of 60 employees, ensuring efficient allocation of resources
- Collaborated with managers to create optimized schedules that met both employee availability and business needs
- Monitored and adjusted schedules in real-time to accommodate changes or emergencies
- Maintained accurate records of all scheduled activities, including cancellations and rescheduling
- Communicated schedule updates to relevant parties in a timely manner to ensure smooth operations
- Resolved conflicts or issues related to scheduling conflicts promptly and effectively
- Tracked attendance records for employees, identifying patterns or issues that required attention
- Assisted in resolving customer complaints related to scheduling errors or delays
- Improved customer satisfaction by providing accurate information about appointment availability
- Implemented strategies to minimize no-shows or late cancellations through reminder systems
- Trained new staff members on the proper use of the scheduling system/software
- Prioritized tasks effectively to ensure all deadlines were met
- Coordinated and managed multiple projects simultaneously, ensuring all deadlines were met
- Developed project plans, including timelines, milestones, and deliverables
- Collaborated with cross-functional teams to gather requirements and define project scope
- Monitored project progress and identified potential risks or issues, implementing proactive solutions to mitigate them
- Maintained clear communication channels with stakeholders throughout the project lifecycle
- Implemented a project tracking system that improved visibility and accountability across the team
- Served as a liaison between clients/customers/vendors/contractors/internal teams ensuring smooth execution of projects
- Provided expert advice and guidance to customers on solar energy solutions, including system design, financing options, and potential savings
- Conducted thorough assessments of customers' energy needs and analyzed their current electricity usage to determine the most suitable solar system size
- Collaborated with engineering teams to develop customized solar proposals that met customers' specific requirements and maximized energy production
- Built strong relationships with clients through regular follow-ups, addressing any concerns or questions they had throughout the sales process
- Managed a high volume of incoming inquiries from prospective customers via phone calls, emails, and in-person meetings
- Utilized CRM software to track customer interactions, update contact information, and manage sales pipeline efficiently
- Stayed up-to-date with industry trends, government incentives, and local regulations related to solar energy to provide accurate information to clients
- Coordinated site visits for potential customers by working closely with field technicians for accurate shading analysis and roof assessment
- Assisted in obtaining necessary permits and approvals required for installing residential or commercial solar systems within regulatory guidelines
- Identified opportunities for upselling additional products or services during customer consultations resulting in an increase in average order value
- Maintained a deep understanding of federal, state, and local incentives available for solar installations to help customers maximize their savings
- Resolved customer complaints or issues promptly and effectively, ensuring high levels of customer satisfaction
- Collaborated with cross-functional teams including engineering, finance, marketing, and operations departments to ensure smooth project implementation
- Led cross-functional teams to develop and implement solar energy project strategies.
- Analyzed project performance metrics to drive process improvements and optimize outcomes.
Customer Care Representative/Lead Trainer
PetersenDean Roofing and Solar
Fremont, CA
10.2018 - 06.2020
- Top agent for handling the highest number of calls and assisting Spanish speaking customers.
- Resolved customer inquiries and issues through effective communication and problem-solving techniques.
- Provided product knowledge and support regarding roofing and solar solutions to enhance customer satisfaction.
- Streamlined order processing by coordinating with sales and installation teams for timely service delivery.
- Trained new team members on customer service protocols and company policies to ensure consistency in operations.
- Managed escalated customer complaints, ensuring swift resolutions while maintaining a positive company image.
- Managed high call volume with exceptional professionalism and efficiency.
- Assisted call-in customers with questions and orders.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Utilized CRM systems to accurately track customer interactions and update account information.
- Participated in training sessions for new hires, sharing insights on best practices in customer service excellence.
Customer Service Representative/Billing
TRENCH PLATE RENTAL CO
Newark, CA
12.2017 - 09.2018
- Provided outstanding customer service to well-known companies in the construction and utilities sector.
- Processed rental agreements for trenching equipment and followed through with dispatch to provide timely deliveries/pick-ups.
- Demonstrated excellent attention to detail which led me to be trained as a back-up for the billing and invoice specialist.
- Resolved customer inquiries efficiently, enhancing satisfaction and loyalty.
- Processed rental agreements and transactions accurately to ensure seamless operations.
- Provided product knowledge and support to assist customers in making informed decisions.
- Collaborated with cross-functional teams to address customer concerns effectively.
- Maintained accurate records of customer interactions for future reference and analysis.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Customer Care Representative/Call Center
PetersenDean Roofing and Solar
Fremont, CA
06.2016 - 11.2017
- Processed service requests using CRM software to ensure timely follow-up.
- Trained new representatives on customer service protocols and company policies.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Collaborated with cross-functional teams to resolve complex customer issues in a timely manner.
- Contributed to team success, consistently achieving call center performance metrics.
- Managed high call volume with exceptional professionalism and efficiency.
Dispatcher/Customer Service Representative
COUGAR TRUCK LINES LLC
Union City, CA
10.2015 - 05.2016
- Worked alongside the owner of the trucking company negotiating jobs with brokers and coordinating with independent contractors to complete assignments.
- Coordinated transportation schedules to optimize delivery routes and minimize delays.
- Monitored vehicle locations using GPS tracking systems for timely updates.
- Communicated effectively with drivers to ensure safety and compliance with regulations.
- Resolved conflicts and issues arising during operations, enhancing overall service quality.
- Developed strong relationships with clients to enhance customer satisfaction and retention.
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Directed dispatching, routing, and tracking of 20 fleet vehicles.
- Promoted teamwork among colleagues by proactively assisting others when needed.
Education
Associate of Arts - Business Administration
BERKELEY CITY COLLEGE
Berkeley, CA12-2026
Skills
- QuickBooks
- Order entry
- Bilingual - Fluent in both English and Spanish
- Technical support
- Construction contract administration
- Email outreach prospecting
- Confluence
- Managing construction projects - Construction project management experience (3-5 years)
- Dispatching
- Providing product information
- Delegation
- Client email correspondence
- SharePoint
- Construction project coordinator experience
- Cross-Functional Team Leadership
- Attention to detail
- Customer support experience within technology industry
- Data entry
- Microsoft Word
- Safety regulations
- Stakeholder management
- Solar & Powerwall sales
- Renewable energy
- Manufacturing
- Customer support - Customer support experience (6-10 years)
- Administrative experience
- Typing
- Account Management
- Organizational skills
- Managing clients in a customer support role
- Customer retention
- Microsoft Excel
- Computer operation
- Cross-functional team management
- Quality assurance
- Data analysis skills
- Active listening
- Telephone systems
- Microsoft Outlook
- Strong communication, organization, and problem solving
- Call center agent experience
- Dropbox
- Order inquiry handling
- Adaptability
- Microsoft Office
- Client invoicing
- Live chat
- Upselling
- Task prioritization
- Microsoft PowerPoint
- Client relationship management
- Microsoft Teams
- Decision making
- CRM Salesforce, Sugar, & R2
- Phone Etiquette
- Clear verbal communication
- Cold Calling
- Residential construction project management
- Call center management
- Program management
- Conflict resolution
- Writing skills
- Good at math
- Time management
- Inventory management
- Managing teams in a customer support role - Largest customer support team managed (1-5 team members)
- Appointment scheduling
- Office experience
- Project leadership
- Customer relations skills
- Coaching skills
- Activity planning
- Schedule coordination
- Teamwork and collaboration
Languages
English - Expert
Spanish - Expert
Multilingual - Fluent
Bilingual - Fluent
Links
http://linkedin.com/in/marisela-munoz-812122153
Timeline
Project Advisor / Scheduling Coordinator
Tesla, Inc.
03.2021 - 02.2026
Customer Care Representative/Lead Trainer
PetersenDean Roofing and Solar
10.2018 - 06.2020
Customer Service Representative/Billing
TRENCH PLATE RENTAL CO
12.2017 - 09.2018
Customer Care Representative/Call Center
PetersenDean Roofing and Solar
06.2016 - 11.2017
Dispatcher/Customer Service Representative
COUGAR TRUCK LINES LLC
10.2015 - 05.2016
Associate of Arts - Business Administration
BERKELEY CITY COLLEGE