Summary
Overview
Work History
Education
Skills
Education Certifications
Timeline
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Sally Brown

Salt Lake City,UT

Summary

Dynamic leader with a proven track record at Sunrun Solar, excelling in team coordination and strategic planning. Achieved consistent success in customer satisfaction and conflict resolution, leveraging strong relationship-building skills. Proficient in diverse platforms such as Salesforce, with expertise in coaching teams to surpass performance objectives, enhancing service delivery and operational efficiency.

Overview

23
23
years of professional experience

Work History

Field Service Manager

Sunrun Solar
Lehi, UT
11.2023 - Current
  • Successfully leading a team of 15-25 case managers to assist customer with damage and service issues on their solar energy system.
  • Week over week, month over month and year over year proven track record of executing and achieving target goals.
  • Heavy focus and proven success on de-escalation initiatives both with the team and my own training.
  • Working with various third-party partners and contractors to achieve timely and successful resolutions for customers.
  • Focus on budget initiatives and goals and have always stayed within, or under, the guidelines established by corporate.
  • Organize and collaborate within management group to establish strategic processes based on current challenges and initiatives.
  • Team coaching and motivation.
  • Interviewing, hiring and training.

Sr. Escalations Expert

Sunrun Solar
Lehi, UT
11.2022 - 10.2023
  • Consistently strive to serve as a 'one-stop' solution for customer concerns by effectively addressing and resolving complaints of various natures aimed at fostering a sense of trust, satisfaction, and full resolution amongst customers.
  • Champion Sunrun’s ‘Customer Obsession’ ethos, consistently striving to exceed customer expectations, resolve issues swiftly and facilitate a positive and memorable customer experience at all touchpoints.
  • Identify the need for improvement in myself and support new hires and escalation experts with the required skill set by sharing best practices aimed at maximizing our company’s 5-star experience goals.
  • Uphold professional, positive, and capable attitude. Focused on my interaction with customers and partners to resolve damage claims timely while organizing caseloads to prioritize urgent cases.
  • Execute settlement agreements with precision and diligence with clearly defined terms and skillfully negotiated to achieve win-win resolutions, prioritizing open communication and collaboration to drive conflict resolution.
  • Assess and submit subcontractor estimates, ensuring alignment with project budget and specifications.
  • Maintain accurate documentation within each case with precise, up-to-date, and readily accessible notes for team members while promoting efficient case management and coordination.

Credit & Collections Supervisor

Sunrun Solar
Lehi, UT
10.2020 - 11.2022
  • Successfully supervised a collection team of approx. 6-12 collection specialists to provide payment solutions for customers showing an open, collectable balance.
  • Maintained a cooperative, professional relationship with co-supervisors, Managers, Directors, and C-level Leadership and successfully held team morale at a high priority.
  • Reviewed resumes of potential job candidates conducted interviews and job offer proposals for dozens of employees still employed at Sunrun.
  • Executed and documented positive and professional coaching, mentoring and redirection with collection specialist on a weekly basis.
  • Communicate with escalated customers to resolve complaints, negotiate payment and payment arrangements professionally and positively.
  • Consistently championed a team of top-level department performers with most dollars collected and reduction in delinquency percentages.

At Risk Supervisor

Vivint Solar
Lehi, UT
06.2020 - 10.2020
  • Developed and maintained a team of At Risk Specialists to successfully power through various solar-related challenges to a successful resolution.
  • Worked in tandem with multiple leaders and teams throughout the company to achieve a more streamlined process in assisting At Risk accounts with complicated challenges.
  • Worked in conjunction with talent onboarding professionals to review resumes, conduct interviews and onboard new hires.
  • Spearheaded training program for new Specialists to learn the software systems, solar products/practice and master the art of negotiations and resolution of complex issues for our customers.

Sr. Account Manager

Firmco Financial, Inc.
Murray, UT
09.2002 - 11.2019
  • Capitalized on the opportunity to lead forward-thinking account management initiatives for all accounts receivable financing and ABL of a $4.5 to $10 million portfolio.
  • Spearheaded contract to contract administration from cradle to grave operations, including building and sustaining positive and successful client relationships spanning more than a decade.
  • Strategically steered accurate invoice and project verification processes while interfacing among clients to maintain thorough knowledge of each contract and transaction.
  • Collaborated directly with legal counsel to develop and execute all account documentation, contracts, promissory notes, and settlement agreements.
  • With legal counsel, attended and represented the company in bankruptcy meetings and litigation hearings.
  • Managed all credit applications, analysis, underwriting, information discovery, and weekly/monthly reporting.
  • Performed collection calls, letters, verifications to maintain constant cash flow and timely payment procedures.
  • Optimized data and records management by maintaining detailed banking records, general ledger accounts reported regularly to the clients and CEO.
  • Developed methods and processes to streamline convenient payment options (both receivable and payable) and capital line deposits to clients.
  • Managed and supervised all monthly reconciliation and reporting of each account, tracking delinquency trends and income.
  • Continually achieved zero loss each year throughout leadership tenure.
  • Developed and managed confidential and proprietary information.
  • Developed and managed recurring auditing while ensuring strict regulatory compliance.
  • Closely collaborated with clients and account debtors to ensure positive customer experience and uphold professional integrity.

Education

Bachelor of Science - Business Management

Western Governors University

Diverse Leadership Certificate -

University of Denver

Leadership Fundamentals Certificate -

Utah State University

Skills

  • Leadership and team coordination
  • Coaching and mentoring
  • Account management
  • Data collection and underwriting
  • Relationship building
  • Strategic planning
  • Skip tracing
  • Auditing processes
  • UCC filing
  • Microsoft Office Suite
  • CX One and InContact
  • Salesforce knowledge
  • Google Suite expertise
  • Oracle knowledge

Education Certifications

  • Bachelor of Science in Business Management, Western Governors University
  • Diverse Leadership Certificate, University of Denver
  • Leadership Fundamentals Certificate, Utah State University

Timeline

Field Service Manager

Sunrun Solar
11.2023 - Current

Sr. Escalations Expert

Sunrun Solar
11.2022 - 10.2023

Credit & Collections Supervisor

Sunrun Solar
10.2020 - 11.2022

At Risk Supervisor

Vivint Solar
06.2020 - 10.2020

Sr. Account Manager

Firmco Financial, Inc.
09.2002 - 11.2019

Bachelor of Science - Business Management

Western Governors University

Diverse Leadership Certificate -

University of Denver

Leadership Fundamentals Certificate -

Utah State University

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