1. June 18, 2013
To Whom It May Concern
This letter is my personal recommendation for Kamilah Griffin. I managed Kamilah from
late Oct 2012 to early June of 2013 during which time she worked as a Customer Retention
Specialist for SolarCity.
The primary responsibility of the Customer Retentions Specialist was to bring jobs back to
life that were headed towards cancellation. On a daily basis she was working with upset
customers who had lost faith in SolarCity or who were uncertain if they wanted to move
forward with their agreement with SolarCity. In order to regain their business she
presented creative sales pitches, offered analysis of competitors bids and reinforced our
value, brand and the benefits of going solar with us. With retentions rates of 38% in Q1 &
40% in Q2 (prorated) Kamilah had one of the highest save rates.
It was pleasure to see her focused on specific jobs and hitting her quarterly goals. She
looked at every job as a new challenge and tailored her approach to win the customer back.
She was very strategic in her approach and took pleasure in the both the “win” and reviving
the customer’s faith in SolarCity. Through her efforts she restored revenue of over one
million dollars.
Kamilah was an asset to our retention efforts, consistently offering constructive feedback
and suggesting new training topics to reduce the number of cancellations and increase
customer satisfaction. I am confident her drive and focus would be an asset to any
company and I recommend Kamilah for employment.
Sincerely
Maria Romo
Director, Customer Implementation Group