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Rosman Palacios

@rosmanpalacios

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Knowledge & Enablement Specialist at Con Edison who redesigned onboarding, increasing pilot enrollments by 226%.

United States

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At Con Edison, I redesigned the customer onboarding experience for a pilot rate program, helping drive a 226% increase in enrollments over 13 months. I also rebuilt the Rates Engineering SharePoint intranet, reducing employee search time by 35%.

At Aon Service Corporation, I built the company’s first centralized SharePoint knowledge hub and developed SOPs and training materials for its rollout. At NYC Health + Hospitals, I created accessible health resources and led digital and employee communications work that increased community reach and engagement by 35% and internal employee engagement by 48%.

Experience

Work history, roles, and key accomplishments

Current

Senior Analyst, Rates Engineering & Digital Engagement

Current

Con Edison

Aug 2024 - Present (2 years 1 month)

Redesigned customer onboarding for a pilot rate program, driving a 226% increase in enrollments. Rebuilt the Rates Engineering SharePoint intranet, reducing employee search time by 35% and earning a 4.2/5 satisfaction rating.

SharePoint Information Architecture Digital Engagement Customer Experience Knowledge Management Power Automate PowerApps Data Analysis

Senior Digital Marketing Specialist

Aon Service Corporation

Nov 2021 - Aug 2024 (2 years 9 months)

Built Aon's first centralized knowledge hub on SharePoint, standardizing workflows and ensuring brand governance. Developed 20+ SOPs and 50+ training materials, and led the global rollout of Hootsuite Enterprise across 300+ employees.

SharePoint Hootsuite SOPs Training Design Knowledge Governance Social Media Strategy Digital Marketing Power Automate PowerApps

Assistant Director, Communications

NYC Health + Hospitals

Aug 2017 - Nov 2021 (4 years 3 months)

Developed culturally sensitive knowledge resources and educational programs for Family Planning services. Secured Mayor's Office approval for a new digital presence, growing community reach by 35% and increasing internal employee engagement by 48%.

Content Strategy Digital Strategy Social Media SEO Employee Communications Plain Language Writing Information Architecture Web Analytics

Media Services Coordinator

CBS Sports

Jan 2020 - Jun 2020 (5 months)

Managed metadata tagging and digital asset management for 80+ college basketball games. Assisted in content structuring and corrected 64% of recorded errors.

Metadata Management Digital Asset Management Content Tagging Content Organization

Communications Specialist

American Red Cross

Jun 2019 - Sep 2019 (3 months)

Launched the StoryTeller project, conducting volunteer interviews and crafting narratives. Contributed to the monthly newsletter for a 2,000-subscriber audience.

Content Creation Storytelling Newsletters Interviewing

Activity Specialist

Grand Street Settlement

Jun 2015 - Jun 2019 (4 years)

Led physical activities for students across all grades, promoting health and wellness. Designed and facilitated lesson plans focused on health, nutrition, and athletics.

Lesson Planning Health Education Athletics Group Leadership