Cynthia Roché
About Cynthia Roché
Cynthia Roché serves as the Customer Support Lead at Swell Energy, where she has worked since 2023. With extensive experience in customer support roles at companies like Tesla and SolarCity, she focuses on ensuring customer satisfaction and managing escalations.
Current Role at Swell Energy
Cynthia Roché serves as the Customer Support Lead at Swell Energy, a position she has held since 2023. In this role, she is responsible for managing customer support operations and ensuring customer satisfaction. Cynthia makes customer confirmation calls on all Energy Service Agreements within 24 hours, demonstrating her commitment to timely communication. She also handles customer escalations using Zendesk, aiming for positive outcomes and resolutions. Additionally, she assists the Project Billing Department with outstanding Accounts Receivables as needed.
Previous Experience at Swell Energy
Prior to her current role, Cynthia worked at Swell Energy as a Customer Support Specialist from 2021 to 2023. In this capacity, she gained valuable experience in customer service and support within the energy sector. Her responsibilities included triaging inbound inquiries to the correct internal groups, which contributed to the efficiency of customer support operations.
Experience at Tesla
Cynthia has a background in customer experience from her time at Tesla. She worked as a Customer Experience Specialist for eight months in 2018 in Eden Prairie, MN, and then served as a Tesla Advisor for one year from 2019 to 2020 in Maplewood, Minnesota. During her tenure at Tesla, she focused on enhancing customer interactions and providing support to clients.
Career in Solar Industry
Cynthia has extensive experience in the solar industry, having worked at SolarCity in various roles from 2014 to 2018. Her positions included Credit Specialist, Sr. Email Project Launch Specialist, Sr. Solar Concierge, and Jr. Reassignment Agent. In these roles, she was involved in project launches, customer engagement, and support, contributing to the overall customer experience in solar energy services.
Educational Background
Cynthia studied at Fond du Lac Tribal and Community College from 2012 to 2013. This educational experience provided her with foundational knowledge that has supported her career in customer service and project management within the energy and conservation sectors.