Experienced, adaptable, and results-driven — I bring 13+ years of BPO and telecommunications experience, combined with hands-on experience in HVAC and energy rebate processing.
My career has given me the opportunity to grow from a front-line Customer Service Representative into a Trainer, where I developed strong expertise in customer support, coaching, quality assurance, performance improvement, and operational processes.
For the past year, I have also been working on the side in HVAC and energy rebate processing, handling applications, documentation, compliance requirements, tracking, and follow-ups for various US rebate and energy-efficiency programs.
This combination of experience allows me to work comfortably in both customer-facing and back-office roles. Whether I'm helping a customer, coaching an employee, reviewing documentation, managing applications, or identifying process improvements, I bring the same level of attention to detail, accountability, and commitment to quality.
HVAC & Energy Rebate Processing Experience
Over the past year, I have gained hands-on experience processing HVAC and energy-efficiency rebate applications for programs such as SMUD, LES, Black Hills Rebate, Roseville, and others.
My responsibilities include:
Processing and managing rebate applications from submission through approval
Reviewing applications and supporting documents for accuracy and completeness
Verifying documentation against specific program requirements
Ensuring compliance with HVAC installation and energy-efficiency standards
Tracking application status, submissions, and approval timelines
Following up on pending applications and missing documentation
Identifying errors and discrepancies before submission
Maintaining organized records and accurate application information
Helping reduce processing errors and improve approval turnaround times
Coordinating information and documentation needed to complete applications
This experience has strengthened my ability to work with detailed documentation, program requirements, compliance standards, deadlines, and high-volume administrative tasks while maintaining accuracy.
13+ Years of BPO & Customer Support Experience
My primary professional background is in the BPO and telecommunications industry, where I have built more than 13 years of experience in customer service, training, coaching, quality assurance, and performance improvement.
I started as a Customer Service Representative and progressed into a Trainer, giving me a unique perspective on both front-line operations and business objectives.
Areas I Can Support Your Business
Customer Support & Operations
Customer service and customer experience
Phone, email, and chat support
Escalation handling and issue resolution
Back-office and administrative support
Process improvement and workflow optimization
SOP and process documentation
Training & Development
New-hire training and onboarding
Upskilling and refresher training
Training needs analysis
Training materials and modules
Coaching and mentoring
Performance improvement programs
Quality Assurance & Performance
QA monitoring and scorecard development
Call and interaction evaluation
KPI and performance tracking
Performance coaching
Root-cause analysis
Customer experience improvement
Identifying process gaps and corrective actions
Proven Results
Improved QA scores by 90–95%
Increased CSAT by 70–90%
Reduced AHT by up to 80%
Maintained 90%+ training success rates
Why Clients Choose to Work With Me
I don't just focus on completing tasks—I focus on understanding why the task matters and how it affects the overall business process.
My BPO background has taught me how to communicate effectively, solve problems, work with different types of customers and employees, and perform under pressure. My rebate processing experience has strengthened my attention to detail, documentation, compliance, and administrative skills.
I am comfortable learning new tools and processes, following established procedures, working independently, and taking ownership of my responsibilities.
Whether you need someone for customer support, team training, QA, back-office operations, administrative support, or HVAC and energy rebate processing, I can bring the experience, reliability, and attention to detail your business needs.
I'm not just looking for a job where I complete tasks. I aim to become a dependable part of your team—someone who understands your processes, identifies opportunities for improvement, and consistently delivers quality work.
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