Shadowed UX designers to understand collaboration with developers, product managers, and stakeholders· Gained insights into UX methodologies and best practices· Experienced design sprints, usability tests, and user journey mapping sessions· Explore industry-standard tools such as Figma, Jira and Miro· Developed a stronger understanding of how data and analytics informdesign decisions. Assist with design sprints and act as a subject matter expert for customer service and our billing and payment options.

Facilitate SAP training for new hire specialists, vendors, and management, ensuring seamless adoption of processes. Supplied expert guidance on course content and resources, answering questions and offering support and coaching. Facilitate virtual training sessions, ensuring interactive and effective learning experiences. Designed the training department t-shirt. Lead and create training agendas and documents to standardize learning materials. Develop and edit training videos using Camtasia. Created content for the Digital Identity/My Account rebuild. Monitor, track, and report trainee engagement and progress throughout training. Lead post-training debrief calls to discuss key takeaways, challenges, etc. Act as a vendor liaison to assure alignment on processes and expectations.

Take inbound calls from residential customers and provide exceptional service and support. Directed team members through the resource support line and floor support. Handled escalated calls and follow-ups to assure issue resolution and customer satisfaction. Trained new hire classes with training, call modeling, side-by-side, and coaching.Served as Residential Solutions Team Ambassador, promoting best practices and collaboration to increase team participation. Collaborate with Revenue Services through the “Work As One” program to optimize customer solutions. Partnered with the web team by handling non-call and online service requests efficiently.Worked alongside leadership to contribute to focus groups, team activities, and process improvements. Joined the back office outdoor lighting billing team for a short-term developmental assignment. Reviewed and verified signed agreements to ensure accurate lighting details. Utilized MyWorld to locate outdoor lights and confirm status, positioning, etc. Collaborate with designers to coordinate necessary materials and updates. Manage billing entries, including adding, removing, and upgrading lights. Process and finalize outdoor light work orders using Maximo, ensuring timely completion.

Develop, organize, and strategize website content to enhance user engagement and brand presence. Manage and optimize Google AdWords accounts to drive targeted traffic and maximize ROI. Design and execute custom monthly email campaigns to boost customer retention and sales. Create high-quality print materials, including business cards, banners, vehicle wraps, and flyers. Develop and curate engaging social media content to increase brand awareness and audience interaction. Design comprehensive training programs, including learning plans and schedules, to enhance employee development. Compiled a customer service training manual to standardize best practices and improve service quality. Train, mentor, and manage customer service specialists to ensure top-tier customer interactions. Led recruitment efforts, conducting phone and in-person interviews for multiple departments.

Provided customer support via phone, live chat, and email, ensuring prompt resolution of concerns. Coordinate and manage sales representatives’ calendars to optimize scheduling and efficiency. Develop and follow up on formal sales proposals to drive conversions and business growth. Track, analyze, and maintain monthly sales data to identify trends and opportunities for improvement. Design and execute promotional advertisements to enhance brand visibility and engagement. Create visually compelling email campaign templates to help increase engagement and retention. Design and produce social media graphics and print materials for marketing initiatives.