1. Cherrie J Bolin
Carrollton, Texas 75010
214 707 2525
Cherriebln@gmail.com
Summary: 13 plus years in Utility Expense Management and 15 years in customer service relations,
Account Management in providing client solutions to resolve issues immediately and expeditiously and
offer up sell as needed to enhance the overall customer experience
Employment / Experience
Ecova/LPB Energy Management 2011-Present (Full Time)
Account Manager/Client Service Representative/REO-HUD CSR
• Primary Customer Service contact for any concerns related to product issues to help resolve and
see project management thru the life of the contract to ensure the client is satisfied with overall
products and provide up sale as needed to ensure they have an enhanced experience with the
over all company
• Provide support to REO clients and HUD Certifications
• Helped with SSRS and SLS reporting for clients
• Provide marketplace feedback and competitive intelligence to internal groups to improve and
enhance product offerings to clients
• Provide strong analytics for each location utilizing Ecova programs to help with energy
efficiencies and help with the client to understand with benchmark report their return on
investment
• Customized account management for each client depending on needs and level of service
• Establish and build strong customer relationships over time that would allow for continuity and
ongoing representation reinforced by communications to other relevant company functions
and/or divisions and organize a strong project management team to facilitate up sale and/or
opportunities to better enhance the overall customer experience
• Assist in identifying other saving opportunities for clients with regards to Energy Procurement
• Serve as subject matter expert for clients regarding all products and to understand where a
client’s needs are to up sale different products
• Conduct client ongoing client training on products thru power point and live webinars for
utilizing software
Realpage Inc 2006-2011
Account Manager/Client Relations
• Primary customer contact for all client escalated issues to help in timely resolving
them as quickly as possible. To see project management all way until the client is
happy and issues have been resolved
• Offer customized account management for each client depending on needs and
level of service and products offered
• Established and built strong customer relationships over time that would allow for
product up sell by communications to other relevant company functions and/or

2. divisions, to truly understand their business needs to obtain a high level of return of
investment for the client
• Served as a subject matter expert for clients regarding all products offered and to
understand their level of expectations of that client
• Provided client continual training on offered developing products and grew business by
anticipating customer needs and providing a high-level of customer service specific to their
needs
Billing Manager
• Maintained detailed knowledge of products offered to the client regarding the utility billing
process and ensure the overall client billing was completed accurately and communicated daily
with associates to facilitate timely billing to the client for a faster ROI
• Managed and worked with the training department to develop and maintain comprehensive
training curriculum for new hires and existing employees and to provide project management
where needed to ensure the highest level of experience for the client
• Created and communicated goal and objectives to direct reports daily, weekly, monthly and
yearly
• Assisted in managing cost center to each individual client’s budget, budget preparation and
reporting on budget variances
• Responsible for daily work flow and work entry for each employee to ensure not only time
sensitive billing but to ensure the compliancy codes are enforced over 45 employees
• Ensured that department adheres to the quality control measures set forth in the SLS (Service
Level Specifications)
• Assisted in system enhancement efficiencies pertaining to the utility billing software to ensure
the client specific needs are met and expectations are exceeded
• Handled client escalated issues from sites or corporate management and follow thru to ensure
the issue is resolved quickly and the clients overall satisfaction is met
Minol USA 2001-2006
Account Manager
• Primary contact for client and escalated client related to ensure the client is satisfied with the
overall company experience and to ensure any issues are dealt with expeditiously
• Handled any escalated billing, compliance and resident issues to completion to ensure overall
satisfaction of all parties involved
• Managed a small utility client portfolio that were high risk and in danger of canceling services
with company and to offer up sale if needed to improve the customer experience
• Held new client training classes once product once each new product offered was sold thru
webinars and in person training
• Analyzed accounts to ensure each site was following all state, city and local government
guidelines pertaining to resident utility billing to ensure the clients ROI is met for budget
purposes
• Organized sub-metering team to ensure billing and meter accuracy for all sites and to ensure
accurate equipment functionality

3. • Handled daily residential escalated billing issues that associates could not resolve to ensure they
are satisfied with offerings
• Constant contact with each site and client to ensure a smooth billing process each month and to
help resolve an issues that potentially arise to ensure there could be up sell at a later time due
to over all client satisfaction
Relevant Experience
o Microsoft Office-Expert
o Excel-Expert
o Word-Expert
o Access-Advanced
o PowerPoint-Advanced
o SharePoint-Advanced
o ADP-Expert
o Quicken-Intermediate
o Cisco WebEx Conferencing Solutions-Advanced
o Solomon-Advanced
o Salesforce-Expert
o Smartsheet-Advanced
Skills
 Customer Service
 Up Sell to client thru product knowledge and training
 Phone conferencing 90% of the day with clients to ensure over all enhancement experince

4.  Budgeting customized based on client specifications
 Accounts Receivable
 Troubleshooting based on client issues and troubleshooting before client has an issue
 Conflict Resolution and seeing the issue all the way thru to client satisfaction
 Attention to detail based on each client’s needs
 Effective communicator to understand listen to the client’s needs, wants and expectations
 Excellent Account Management offered from the start of the clients experience all the way thru
to completion
 Project Management for any client specification levels
Education
Seagoville High School-Graduated in 1990
University of Texas-Some College