Chloe Jacobs

Founded Luemera to deliver end-to-end solutions (full-stack development, UI/UX design, brand development, and streamlined workflow processes). Independently managed the full business lifecycle, including brand identity, infrastructure, security, and deployment. Applied systems thinking to simplify workflow-based problems by building a B2B system, resolving messy implementation cycles, improving client documentation search, and creating more reliable onboarding/trial processes.

Owned client trial processes end-to-end (from scratch), designing trial welcome emails with deactivation/upgrade timing and escalation contacts. Created presales and exec-ready materials (including infographics) that summarized resident feedback trends and complaint risk profiling. Eliminated redundancy across module notification training by building a consolidated single-session redesign, saving up to 135 minutes of delivery time per multi-module client. Resolved recurring go-live misalignment by capturing go-live dates via requirement/document email follow-ups, and clarified onboarding wording to reduce ambiguous document requests. Proactively reduced client confusion around optional NACMQIP submission by implementing an explicit opt-out prompt in onboarding communications. Built and maintained a Smartsheet trial tracker with automated end-to-trial reminders and feed-back survey capture, and improved reporting on contract intent and improvement suggestions.

Improved operational workflow efficiency by adding wrap-up time savings (15+ seconds) and sourced/implemented a technical solution via a system widget through knowledge management integrations. Navigated multiple integrated systems during live customer interactions, providing technical guidance across a wide range of user literacy levels. Contributed to SOP and knowledge base enhancements to streamline how staff handle and respond to customer queries.