Amelia Miller
Washington,DC
Summary
Energy industry professional with over six years of experience creating standardization in an everchanging environment. Passionate people manager who has coached six former employees into leadership positions.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior Market Manager
Arcadia/ Perch Energy
11.2023 - Current
- Lead operations of some of our most challenging Community Solar markets focusing on maintaining compliance and growing at scale for our Illinois and Minnesota projects
- Lead initiatives to streamline commercial subscriber enrollment, track enrollment statuses, and improving communication with our sales team on market requirements
- Partnered with external stakeholders to help drive policy and legislation change in markets to facilitate market growth and better experiences for developers and subscribers
- Created standard operating processes to maintain market compliance reporting
- Created a reporting structure to allow stakeholders to self serve on critical project and market information
Operations Manager
Arcadia
11.2021 - 09.2023
- Created standard operation procedures for Community Solar Projects across multiple states and utility territories
- Partnered with our Product and Engineering teams to introduce automations and improve efficiencies for solar subscribers
- Coordinated with our Regulatory and Marketing Teams to ensure that subscribers received proper communications
- Developed unique enrollment and billing support for a number of commercial customers through Salesforce
- Assisted in successfully hitting quarterly revenue targets since transitioning to Operations
- Grew a team of two to a team of seven with no turn-over in a fully remote environment
- Partnered with our Data Scientists in order to surface and circulate team metrics
Learning and Development Manager
Arcadia
02.2020 - 11.2021
- Developed a training program for new hires in the Member Experience department using Lessonly
- Created and implemented QA/QC guide and goal metrics for all agents
- Designed a company wide shadowing program to give others an opportunity to hear member's concerns directly
- Trained over a dozen agents in phone, email, and chat support both in person and remote
Member Experience Manager
Arcadia
11.2015 - 02.2020
- Led the transition from three platforms to an omnichannel CRM
- Wrote, organized, and updated external Frequently Asked Questions
- Coordinated cross-departmental product launches to ensure members had up-to-date information on services in their area
- Developed a tagging system to track trends in our member inquiries
- Maintained a feedback loop between Member Experience, Product, and Marketing
- Assisted with requirement gathering and QA/QC to support improvements for members who move to reduce attrition and providing a seamless UX
Education
Bachelor of Science - Environmental Management And Policy
UNC Asheville
Asheville05.2014
Skills
- Team Leadership
- Onboarding and Orientation
- Policy Development and Enforcement
- Workflow Optimization
- Maintaining Compliance
- Member Experience Development
- Learning and Development
- Product Management
Certification
Product Management Certification
General Assembly - 2018
Timeline
Senior Market Manager
Arcadia/ Perch Energy
11.2023 - Current
Operations Manager
Arcadia
11.2021 - 09.2023
Learning and Development Manager
Arcadia
02.2020 - 11.2021
Member Experience Manager
Arcadia
11.2015 - 02.2020
Bachelor of Science - Environmental Management And Policy
UNC Asheville