Lavenia Kaukinayau

• Engage with prospective customers to understand their energy requirements and provide tailored solar solutions. • Prepare and present solar proposals, including system design options, financial benefits, and return-on-investment analysis. • Conduct customer consultations via phone, email, and virtual meetings. • Support customers through the sales process, including finance options and application assistance. • Coordinate with engineering and operations teams to ensure accurate system design and smooth project delivery. • Maintain customer relationships through regular follow-ups and after-sales support. • Consistently achieve sales targets while delivering a high level of customer service and product knowledge

• Leads, coaches, and motivates a team of call center agents to achieve performance targets and service standards.
• Monitors call quality, productivity, and customer satisfaction, providing regular feedback and coaching.
• Handles escalated customer issues and ensures timely and effective resolution.
• Tracks KPIs such as AHT, QA scores, attendance, and customer satisfaction (CSAT).
• Conducts team meetings, performance reviews, and training sessions to improve agent capability.
• Ensures compliance with company policies, scripts, and regulatory requirements.
• Supports workforce management through scheduling, attendance monitoring, and performance reporting.
• Acts as a key link between agents and management to communicate goals, updates, and process changes.

• Strong analytical skills with the ability to collect, interpret, and report quality data.
• Experienced in quality monitoring, audits, root cause analysis, and corrective/preventive actions.
• Detail-oriented with a strong understanding of quality standards, procedures, and compliance requirements.
• Proficient in documentation, reporting, and using quality tools to improve processes and outcomes.

• Delivered excellent customer service by providing clear, empathetic communication and building rapport with customers.
• Managed inbound and outbound calls, addressing customer inquiries and resolving overdue account issues, resulting in improved customer satisfaction.
• Collaborated with team members to achieve departmental targets, enhancing customer satisfaction through timely follow-up and resolution of concerns.
• Negotiated payment arrangements with customers to facilitate debt recovery and prevent accounts from escalating further.
• Maintained accurate records of collections activities in company systems, ensuring compliance and facilitating effective follow-up.
• Assisted in achieving recovery goals while maintaining a high standard of compliance with company policies and relevant regulations.