Massiel Blanco

•• Resolve the customer issues and act as the client advocate while balancing decisions with prudent business judgment

• Conduct in-depth investigations of the issues, interfacing with all external and internal partner organizations (Compliance, Legal, Marketing, CoreLogic etc.). Provide feedback to the client within specific case-type timeliness standards

• Write personalized responses, and ensure the escalation and speed of each response meets the customers and regulatory agencies needs
• Capture demographic information as well as the status of the investigation through progression noting in a centralized database/tracking tool

• Route and track specific issues to business partner organizations (Originations, Doc Services, Transaction Services, Branch Bank, Credit, Fraud, etc.) for their input and inclusion in ERUs response to the clients / regulatory agencies

• Identify key problem areas that may affect larger segments of the client base and engage appropriate groups to eliminate those problems

•Managed approximately 30 incoming calls, emails and faxes per day from customers
• Within established procedures, make decisions without manager approval

• Work under little to no direct supervision

• Serve as point of contact for SR.

• Coached employees through day-to-day work and complex problems.

• Managed all in-office operations including supervising office staff and creating/maintaining a positive office culture
• Facilitated weekly office meetings to go over tasks/updates
• Organized and presented Key Performance indicators to the office staff monthly
• Solved problems when they arose with office employees on personal and job-related issues, collaborating with HR when necessary
• Supported office and field employees with timecard and time off questions
• Approved and submitted timecards for all office and field employees
• Supported Field Supervisor and Field Operations Manager in scheduling and following up with projects
• Called customers to schedule both Titan jobs and subcontractor-related jobs
• Supported Field Operations Manager and State Fleet Manager in fleet maintenance and other miscellaneous tasks as well as keeping information up to date on spreadsheets and other documentation
• Assisted office coordinator with setting up Payday Friday cookouts and team-building exercises.

• Reviewed plans and specs during the schematic design of pre-construction
• Coordinated utility service providers according to project schedules
• Obtained building and specialty permits from local jurisdictional agencies
• Conducted weekly production and operations contractor meetings, which facilitated stronger communication and the ability to resolve critical issues
• Coordinated installation schedules; managed staffing to ensure on-time completion
• Prepared bid packages and procured materials and services as needed
• Served as the point-of-contact for customers/clients during each project
• Provided progress reports and other status updates to the client and management as required
• Maintained records and databases
• Troubleshot issues relating to installations
• Scheduled city inspections with city inspectors and field techs
• Handled solar design with customers and addressed questions
• Handled inspection requirements and inspector communication
• Communicated with customers about project status
• Handled solar interconnection with utility companies
• Handled HOA paperwork and process
• Worked directly with the engineering department and field to provide a smooth process for the completion of solar projects
• Ensured customer service satisfaction and good client relationships throughout the whole process
• Followed up on sales activity
• Developed implementation methodologies to rein in project costs while meeting key milestones
• Developed and initiated projects, including managing costs, schedule, and performance
• Developed executive presentations and reports to facilitate project evaluation and process improvement
• Modified and directed project plans to meet organizational needs.