Summary
Overview
Work History
Education
Skills
Timeline
Generic

Melissa Pacheco

Pasadena,TX

Summary

Results-driven management professional with proven ability to lead teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement, and fostering culture of accountability and excellence. Known for adaptability and consistently meeting changing organizational needs.

Overview

7
7
years of professional experience

Work History

Dealer Support Manager

Sunnova Energy Corp.
07.2024 - 05.2025
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Cross-trained existing employees to maximize team agility and performance.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Developed detailed plans based on broad guidance and direction.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
  • Achieved departmental goals by developing and executing strategic plans and performance metrics.
  • Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
  • Facilitated team brainstorming sessions that led to innovative solutions for long-standing operational challenges.
  • Organized professional development programs for staff, leading to improved performance and skill sets. Hosted Leadership training classes for current leadership and employees looking for a career in leadership.
  • Spearheaded transition to remote work during global health crisis, ensuring business continuity and employee safety.
  • Led cross-functional teams to achieve project goals, fostering collaboration and innovation. Led teams in Houston and in our offshore sites in El Salvador alongside the leadership team in our offshore site.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.

Customer and Dealer Support Supervisor

Sunnova Energy Corp.
09.2020 - 07.2024
  • Assisted team members in resolving customer satisfaction issues.
  • Enforced adherence to legal and company policies and procedures and reported to management related gaps in training or compliance.
  • Reduced employee turnover by creating a positive work environment that encouraged growth and development.
  • Participated in recruitment efforts, interviewing prospective candidates to identify those who possessed both technical aptitude and strong interpersonal skills needed for success in the role.
  • Collaborated with other departments on initiatives aimed at enhancing overall customer experience across all touchpoints within the company.
  • Completed on-boarding process for new hire agents for all supervisors in Customer care.
  • Trained new Supervisors in supervisory duties and respective teams workload and tasks.
  • Approved regular payroll submissions for employees.
  • Supervised 3 different areas in Customer care which included: Tech Support team, Loyalty, Refinance, and Transfers. In Dealer Support, supervised our Houston Dealer Support team and our offshore teams, Pre-Completion and Dealer Underwriting.
  • Travel Lead to El Salvador and Belize call centers to assist with new agent training and meetings with Team Leads and Supervisors to discuss process and procedures.
  • Conduct Training for new hires. This includes Intro to Solar, Quality Assurance guidelines and tips, Navigation of our database, Overview of Tier 1 agents task and duties. Role plays, Shadowing, Hands on practice. Enphase Tech Support Training.
  • Optimized scheduling to ensure adequate staffing levels during peak hours, improving overall customer experience.
  • Analyzed customer feedback to identify areas for improvement.
  • Managed escalations from customers, ensuring they received prompt attention from the appropriate team member or department head.
  • Evaluated agent performance through quality assurance monitoring, identifying areas for improvement and providing targeted coaching as needed.
  • Established clear expectations for the team regarding performance metrics, holding them accountable for meeting established goals while rewarding exceptional achievements accordingly.
  • Continuously monitored team performance through KPIs, addressing any areas of concern promptly and effectively.

Issue Resolution Specialist

Sunnova Energy Corp.
04.2019 - 08.2020
  • Drove dispute resolutions using effective problem-solving and by guiding mutual understanding of opposing viewpoints.
  • Used mediation techniques to facilitate communication between disputants, to further parties' understanding of different perspectives and to guide parties toward mutual agreement.
  • Prepared written opinions or decisions regarding cases.
  • Consistently met my short and long-term targets. Meeting case closure goal was a main target that was reached. Met QA goal monthly as well.
  • Handled customer complaints with empathy and composure. Currently, I manage over 170 cases that include roof issues, contract disputes, production concerns, warranty issues,. I am also part of the Social media team where we address and handle all customer concerns. We are primary responsible for handling the following websites: Yelp, Energy Sage, Twitter, Best Company, Solar Reviews, Google, Trustpilot, Facebook which includes our Puerto Rico page as well.
  • Assisted with new hire training in Houston and Belize sites. Traveled to Belize site for 6 months completed sides by sides, call listening, training sessions, and one on one coaching were my primary duties during this time. Also, assisted with virtual training for TOG El Salvador site.
  • Pitched ideas on how to improve performance and efficiency. During my time at the Belize site I had weekly meetings with travel lead and director at the time to provide feedback on agents and how we can update our processes and assist with coaching and development.
  • Have also assisted other departments with projects as well. For example, participated with IT in testing out our new Chromebooks and helped project managers in In Service department with finishing Code Green solar install and assisting with scheduling appointments for project managers.

Customer Service Representative

Sunnova Energy Corp.
01.2018 - 04.2019
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.

Education

High School Diploma -

Pasadena High School
Pasadena, TX
05.2005

Skills

  • Operations management
  • Performance management
  • Spanish Fluency
  • Employee Performance Evaluations
  • Salesforce Software
  • Effective conflict resolution skills
  • Performance evaluations
  • Team leadership
  • Decision-making
  • Staff training and development
  • Task delegation
  • Documentation and reporting

Timeline

Dealer Support Manager

Sunnova Energy Corp.
07.2024 - 05.2025

Customer and Dealer Support Supervisor

Sunnova Energy Corp.
09.2020 - 07.2024

Issue Resolution Specialist

Sunnova Energy Corp.
04.2019 - 08.2020

Customer Service Representative

Sunnova Energy Corp.
01.2018 - 04.2019

High School Diploma -

Pasadena High School

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