Leader who inspires energetic teams, focused on innovation, brand, marketing, and customer experience. Well-versed in college athletics to healthcare, leading cross-functional teams, managing high-profile campaigns, and consistently achieving measurable results. Passionate to work with people in organizations seeking to achieve meaningful results in a host of areas.
Director, Retention and Service Strategy; August 2023 - October 2024
Director, Strategic Initiatives; December 2022 - August 2023
Built and led new patient experience function, including the development of team vision and priorities, new several SOPs and extensive training. Key contributor in developing a customer-focused culture
Constructed current- and future-state patient journey maps and identified 10+ key patient friction points via existing organizational listening posts; segments such as: initial engagement, first visit, call center, ER visits, specialist referrals
Led multiple cross-functional projects and teams designed to improve patient experience, including: PCP switches, specialty care, service delivery, lobby engagement, disenrollment recovery, call center, etc. These projects resulted in substantial increases in patient satisfaction scores, including Trust and the Net Promoter Score (NPS)
Role was focused in two parts: 1) patient education – devoted to educating patients, but also educating staff with how to provide best-in-class experiences for patients; and 2) Improving key moments within the patient journey, focusing on the ‘First 90 Days’ and ‘Tenured Patients’ segments, with the ultimate goal of increasing retention
Brought forth the ‘voice of the patient’ to senior leadership while partnering with survey vendor, Qualtrics; includes qualitative and quantitative patient feedback from post-appointment surveys, specialty care analysis, and more. Delivered monthly summaries of Center and Enterprise scores on Trust, NPS, Open-ended analysis, etc.
Director, Strategic Initiatives and Integrated Design, February 2021 - December 2022
Guided development of a company rebrand (new name, identity, purpose and promise) and led the integration of said brand into our organizational culture. (The launch of ‘Duly’ earned millions of impressions through paid/earned media, social media traffic and patient communications.)
Enable the project management, follow-up and impact of strategic initiatives across the Duly enterprise and develop innovative ideas and initiatives to galvanize strategy, brand and culture within Duly, including: research, develop and implement organizational-wide strategic plans, as well as monthly and quarterly evaluation of progress; developed visual material to engage team members
Fill the role of creating team cohesion -- creating a folder system of shared documents, providing transparency of key information and built a bi-weekly ‘newsletter’ to share industry trends and news.
Oversee the entire external/internal content strategy; from brainstorming to planning to execution to reporting.
Build PowerPoint presentations, visuals, and frameworks for key internal and external audiences by employing color, type, illustration, photography, animation, and various techniques when designing; develop material for strategic priorities that translate design concepts, brand positioning and impact to internal and external audiences.
Digital Strategy and Creative Lead, July 2015 - February 2021
Led the strategic vision and implementation of Michigan Athletics digital initiatives in social media, digital microsites and mobile
Advised and directed the operation of all department social initiatives for 31 individual sport programs in addition to department accounts; manage strategy and execution of @UMichFootball and @UMichAthletics
Directed the implementation of branding principals across all digital platforms, including graphic design and creative execution
Consistently ranked as the No. 1 college account in total interactions and engagement rate across social for Football and Athletics. @UMichAtheltics on Instagram was No. 2 in 2018 with 2.62M interactions. (Info via CrowdTangle)
Led the digital initiatives for several high-profile campaigns -- including the Nike/Jordan Launch, a #HEI5MAN campaign for Jabrill Peppers, several March Madness (and a Final Four) runs and several ‘Twas The Night Before Christmas’ tweet-offs -- that were nationally applauded.
Manager of Digital Media / Internet Services, June 2013 - June 2015
Was lead visionary for the Washington digital brand (including GoHuskies.com, HuskyStadium.com and HuskyBallpark.com)
Developed and planned overall Internet engagement strategy for the department, scalable across all 22 individual sports programs
Created and developed original content and brand supporting elements for GoHuskies.com and other UW web properties
Served as the manager of the University’s web host vendor and acted as the chief liaison with the Pac-12 Conference for all digital needs
Ensured UW stayed at the forefront of the web space in the college athletics landscape by researching user trends and analytics
Digital Media Manager, January 2012 - June 2013
Managed day-to-day strategy and execution of digital. Aimed to engage 100% of interactions (grew Twitter following 402% in 2012)
Principal content creator for Win Forever Blog (average five posts per week)
Initiated Win Forever Ambassador Program to extend brand reach; developed strategy, maintained relationships with 25 ambassadors
Principle copywriter for Win Forever website and Always Compete eLearning Program
Operations lead for Win Forever Speaker Series. Was temporarily responsible for company’s invoice processing
Head Student Manager (2011-12) | Recruiting / Operations Assistant , March 2008 - May 2012
Oversaw a 12-student team including overall operation of eight summer camp programs, off-season training and the regular season
President | USC Sports Business Association, 2010 - 2012
Undergraduate Intern | Marketing | On-Air Promotions, Summer 2009
Undergraduate Intern | Ticket Sales, February 2008 - June 2008
Graduated: May 2012 // Major GPA: 3.8 Bachelor of Arts, Public Relations // Minors: Business, Sports Media Studies