Marla Barrera
Woodstock
Summary
Results-driven Synergy Manager at Conservice with a strong focus on utility analysis and error resolution. Demonstrates a proven track record of enhancing client experiences through proactive problem-solving and timely responses. Skilled in client training and leading cross-functional teams, consistently upholding exceptional customer service standards. Aiming to leverage expertise to further improve operational efficiency and client satisfaction.
Overview
26
26
years of professional experience
Work History
Synergy Manager
Conservice
Remote
10.2021 - Current
- Resolved customer complaints and issues promptly, maintaining a positive brand image.
- Analyzed utility usage data to identify potential exceptions or inaccuracies in billing
- Provided main point of contact for all client concerns related to expense and utility billing and how it relates to the client budget expectations.
- Coordinated with internal teams to fix errors, while working to identify the root cause of errors, and assisting in putting a permanent fix in place..
- Provided client support and training on how to use the Synergy program to ensure the client to ensure the client could effectively manage their utility expenses.
- Consistently assigned highly escalated clients and leveraged both experience and skill set to not only maintain the relationship, but to bring on new properties for each client.
Audit Manager
Onepoint Technologies
Woodstock
01.2011 - 10.2021
- Directed a team of 3-5 auditors to guarantee timely updates on tenant and fee changes.
- Evaluated residential invoices to verify accurate allocation of charges to tenants.
- Coordinated software integration and setup for new clients and properties.
- Worked with the rates division to ensure all billing contained current rates and was regulatory compliant.
- Part of a team that coordinated directly with utility providers to rectify billing errors and recover $3 million in loss of client revenue.
- Maintained adherence to regulatory standards for company and clients.
- Partnered with service providers to collect essential energy utilization details for Energy Star efforts.
Customer Service Manager
Onepoint Technologies
Woodstock
01.2018 - 12.2020
- Recruited and trained new employees to meet job requirements.
- Led a team of 14 overseeing email and phone communications for clients and residents.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Assigned work and monitored performance of project personnel.
- Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary
- Provided bilingual customer service to Spanish and Portuguese residential customers.
Personal Banker
Citibank
Washington DC
01.2006 - 03.2008
- Partnered with loan and mortgage officers and financial advisors to provide clients with optimal financial solutions.
- Educated customers on variety of products and digital solutions, enhancing customer experience.
- Used product knowledge and abilities to execute consumer loans and other services.
- Executed wire transfers of funds in compliance with banking best practices.
- Expanded customer relationships by maintaining regular follow-up processes and rapport.
- Maintained and utilized federal and state licenses to optimize client services.
Manager
Kay Jewelers / Litman Jewelers
Bethesda
09.2001 - 01.2006
- Coached, mentored and trained team members in order to improve their job performance.
- Maintained loss to under 1% by implementing daily and quarterly inventory audit procedures.
- Attained set sales objectives consistently on a monthly and yearly basis.
- Organized frequent trainings focused on improving sales and maintaining excellent customer service.
Inventory Manager
Coca-Cola
Atlanta
01.1999 - 09.2001
- Received, checked-in and stocked merchandise throughout store, helped maintain store inventory levels and assisted with orderliness and cleanliness of sales floor and stock room.
- Examined levels of supplies and material to determine shortages.
- Consistently met company and department objectives within budget and time constraints.
- Implemented and maintained inventory control systems to track stock movements and reduce discrepancies.
Education
Bachelor of Arts - Spanish
University of West GA
Carrollton, GA06-1997
Skills
- Utility analysis
- Client training
- Regulatory compliance
- Error resolution
- Revenue enhancement
- Customer service
- Data analysis
- Problem solving
- Cross-functional team management
Languages
Spanish
Full Professional
References
References available upon request.
Timeline
Synergy Manager
Conservice
10.2021 - Current
Customer Service Manager
Onepoint Technologies
01.2018 - 12.2020
Audit Manager
Onepoint Technologies
01.2011 - 10.2021
Personal Banker
Citibank
01.2006 - 03.2008
Manager
Kay Jewelers / Litman Jewelers
09.2001 - 01.2006
Inventory Manager
Coca-Cola
01.1999 - 09.2001
Bachelor of Arts - Spanish
University of West GA
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