Teresa Thomas
Greenwood Lake
Summary
Dynamic professional with a proven track record at Sunrun, excelling in data analysis and operations optimization. Skilled in Salesforce analytics and team leadership, I successfully enhanced client satisfaction and streamlined processes, driving significant improvements in project efficiency and customer engagement. Adept at building relationships and implementing strategic solutions.
Overview
12
12
years of professional experience
Work History
Analytics and Operations support
Sunrun
Remote
11.2022 - Current
- Analytics and Operations support
- Created and managed Salesforce, Dialpad, Snowflake, Playvox, Gong, and Tableau reports to identify pipeline constraints and develop targeted solutions
- Led monthly reviews of metrics, pinpointing areas for improvement to optimize operations
- Supported team in enhancing field operations through data analysis and actionable feedback.
- Coordinate implementation of in-house text management software using AI technology to automate communications between project manager, sales and customer
- Created and executed online training for new processes and tools (ex. Dialpad, call center best practices)
- Handle communications between Sunrun operations management and the Vendor
- Vendor Relations management for contracted employees in the Philippines
Customer Success Manager
Sunrun
Congers
02.2022 - 11.2022
- Led team of 10 Customer Success Specialists to improve overall team performance
- Executed customer success initiatives that significantly enhanced client satisfaction
- Handle escalated customers and solve for customer frustrations
- Reported weekly on metrics to analyze cycle time and NPS scores for strategic insights
- Regularly coordinate with all operations departments to move projects forward through the pipeline from customer signature to activation
- Build working relationships with sales teams
- Training on the entire process of a customer journey
Installation Coordinator
Sunrun
Congers
05.2021 - 02.2022
- Scheduling Installations for up to 7 crews per day
- Coordinated installation schedules for multiple projects.
- Making sure all crews have work scheduled each day
- Followed up with construction supervisors to ensure timely completion of installations
- Resolved escalating issues and addressed customer questions/concerns to maintain satisfaction
- Ran reports and analyzed project status to facilitate progress and keep jobs on schedule
- Reviewing projects to ensure they are ready for installation
PC Team Lead/ Install Retention Specialist
Trinity Solar
Chester
01.2020 - 05.2021
- Led project concierge team to improve customer satisfaction during installation processes.
- Resolved escalating customer issues to maintain satisfaction.
- Monitored installation timelines to ensure timely project completion.
- Managed accounts as Project Concierge to support customer needs.
- Advising the other project concierges and leading by example.
- Running reports/ analyzing projects and taking steps to correct inefficiencies.
Project Concierge
Trinity Solar
Chester
11.2018 - 12.2019
- Coordinated with customers, sales, permitting, and installers to streamline installation process
- Facilitated documentation acquisition for permitting and installation for sales and customers
- Providing Customer Service on a personalized level utilizing automated emails and phone calls
- Ensured project progression by completing tasks in a timely manner
- Functioned as the main point of contact for project inquiries and updates.
Founder & Owner
Pedal Power Inc.
Warwick
10.2013 - 11.2018
- Founded and developed small group fitness studio from ground up, expanding to 1200 sq ft facility with 6 instructors, 14 Spin bikes, 7 indoor water rowers, and diverse workout equipment.
- Grew business through sales and marketing initiatives, including networking, blog content, and engagement on social media platforms Facebook, Instagram, and Twitter.
- Delivered personalized customer service using automated emails, texts, and scheduling software, enabling clients to pay and reserve spots online.
- Founder & Owner
Education
Bachelor of Science - Computer Information Systems
Mercy College
Dobbs Ferry, NY02-2005
University College Certificate - Database Design and Administration
Northeastern University
Boston, MA06-2002
Skills
- SQL database management
- Tableau and Snowflake
- Salesforce analytics
- Data analysis and insights
- Customer analysis
- Metrics evaluation
- Vendor management strategies
- Project coordination and execution
- Operations optimization
- Google Workspace
- Microsoft Office proficiency
- HTML and web design
- Social media marketing
- Dialpad and Gong
- Problem-solving skills
- Analytical and critical thinking
- Communication strategies
- Team leadership development
- Relationship building
- Process improvement
Timeline
Analytics and Operations support
Sunrun
11.2022 - Current
Customer Success Manager
Sunrun
02.2022 - 11.2022
Installation Coordinator
Sunrun
05.2021 - 02.2022
PC Team Lead/ Install Retention Specialist
Trinity Solar
01.2020 - 05.2021
Project Concierge
Trinity Solar
11.2018 - 12.2019
Founder & Owner
Pedal Power Inc.
10.2013 - 11.2018
Bachelor of Science - Computer Information Systems
Mercy College
University College Certificate - Database Design and Administration
Northeastern University