Developed an effective customer communication strategy and email campaign that improved the default payment rate by 10% MoM; leveraged data-driven insights and advanced Excel reports.Established the email marketing operation in HubSpot, including CRM setup, email copy, and design, successfully launching initial campaigns such as a welcome series and repayment reminders.Spearheaded the project planning, execution, and launch of a website redesign in August 2024.Proactively creates and updates internal Confluence documentation as well as customer-facing support FAQs, contributing to a decrease in inquiry & complaint volume by 30%.Effectively resolves an average of 350 customer support tickets per month, ensuring timely and satisfactory solutions for user inquiries and issues.Manages relationships with third-party vendors by ensuring timely marketing deliverables.Corresponds with bank partners and financial entities on bi-monthly compliance reports and regulatory policy updates to ensure industry compliance.

Researched and drafted blog articles for a number of clients across a variety of industries including broadband internet, real estate, local businesses, and HOAs.Optimized blog content with a focus on SEO best practices, including strategic keyword integration, resulting in improved search rankings and increased organic traffic.