Steven Bernal

Director of Customer Service @Summer Energy

Houston, TX, US

Lead strategic operations across customer service, sales, and retention teams to deliver efficient, high-quality customer experiences.• Directed multi-channel operations (voice, chat, SMS, email) serving residential and commercial customers across multiple states.• Implemented automation and digital transformation initiatives (AWS Connect, Twilio, IVR, CRM) to enhance scalability and reduce manual workload by 30%.• Partnered cross-functionally with IT, Billing, and Compliance to improve processes and ensure full regulatory adherence (PUCT, PUCO, ICC).• Designed KPI and QA programs that increased accuracy, reduced AHT, and improved satisfaction scores.• Launched performance-based coaching and attendance programs that improved engagement and reduced attrition.• Oversaw vendor and BPO partnerships, maintaining service quality and compliance standards.• Supported operational budgeting and workforce planning to align service delivery with financial targets.Result Highlights:Reduced escalations by 25% through process redesign and proactive QA.Improved customer retention and satisfaction through journey mapping and CX enhancements.Strengthened team culture and performance accountability across multiple states.