Summary
Overview
Work History
Skills
References
Timeline
Generic
Mona Maile

Mona Maile

Vineyard,UT

Summary

Leader with eight years of experience in the solar industry. Builder of people, processes and systems that create profitable company growth. Excels at working across department lines to improve customer experience.

Overview

11
11
years of professional experience

Work History

Regional Install Manager

Complete Solar
Lehi, UT
05.2023 - 07.2024
  • Worked with external contractors for solar installation projects in the So Cal and Nor California areas. As well as the North East area specifically Connecticut, Massachusetts and New Jersey.
  • Worked one on one to get the project scheduled installed and passed city final inspections to turn the systems operational.
  • Handled contractors commissions and weekly pay needs. Worked with procurement on ordering needed materials for each project. Panel types, inverters, etc.

Escalations Manager

Solcius
Provo, UT
01.2014 - 05.2023
  • Handled all customer complaints and escalations
  • Excelled at calming angry customers and resolving concerns.

Legal & Compliance Manager

Solcius
Provo, UT
  • Works directly with the Solcius general counselor to prepare drafts, demand letters, termination letters, responses to any disputes and drafts for general counsel
  • First line of response to 150-200 complaints per year from the Attorney General, Better Business Bureau, and other complaint entities
  • Thoroughly researches every complaint and works alongside several teams to determine the facts of an event
  • Performs compliance audits to ensure sales reps are following code of conduct policies.

Director of Customer Experience

Solcius
Provo, UT
  • Oversaw three customer experience teams of scheduling, escalations and customer service
  • Managed 45 agents that provided customer support during customer set up, installation and account maintenance phases for 3000-5000 customer accounts
  • Developed a customer retention program that resulted in an improvement of Google Review customer ratings from 2 stars to 4.6 stars within the first year of implementation
  • Managed a Better Business Bureau accreditation initiative; developed a process that ensured the prompt resolution of customer complaints which has led the company to earn an "A" rating for five consecutive years.

Skills

  • Strong communicator
  • Ability to work with executive level staff members
  • Excels at diffusing tense situations
  • Resolves complex issues in a timely and efficient manner
  • Repairs and restores customer faith in the company/product
  • Microsoft Office (Word, PowerPoint, Excel)
  • Strong organizational skills
  • Ability to multitask and prioritize work
  • Ability to manage escalation teams and identify, isolate and resolve issues

References

Kristina Roberts                                                                       

Solcius, VP of Customer Service                                 

Phone: 801-360-7761                                                   

Email: kristinafolaumoeloa@gmail.com     

Ayleen Pdergon   

Solcius, Processing Director  

Phone: 801-691-8404             

Email: apedregon@solcius.com

Timeline

Regional Install Manager

Complete Solar
05.2023 - 07.2024

Escalations Manager

Solcius
01.2014 - 05.2023

Legal & Compliance Manager

Solcius

Director of Customer Experience

Solcius

Similar Profiles

CREATE PROFILE
Mona Maile