Built a multi-segment, multi-platform, personalized, and automated customer experience

Coordinated go-to-market strategies and content development

Proposed, developed, and shipped new features in collaboration with teams across the company

Rated as “exceeding” expectations in all annual performance reviews

Organized and wrote all content for the 2020 proprietary re-launch of palmetto.com

Inventoried and overhauled all project communications, including sms, email, and customer portal content, resulting in a 35% increase in customer NPS scores

Proposed, launched, and managed our online customer support center—working with subject matter experts across the company to research and approve more than 35 articles available today

Developed all content for our first direct-to-consumer purchase flow, thus advancing Palmetto's mission to "democratize clean energy" by increasing transparency and decreasing cost to consumers

Initiated quarterly surveys to boost engagement and acquire first-party data on customer values, drivers, and pain points

Helped collect the data, analyze the results, and build the design for the company's first white paper, which secured three news articles in industry publications, totaling more than 150,000 total impressions

Created a suite of resources to support sales and build partner recruitment, allowing us to expand our services from 19 to 25 states

Increased lead capture and conversion on our solar product page by systematically: 1) aggregating consumer insights, 2) identifying key barriers and opportunities, and 3) directly addressing each with new product value messaging

Researched, wrote, and programmed content for 18 web pages over a two-month contract to facilitate the launch of a proprietary web and mobile platform, thus becoming the "voice" of Palmetto