• Led consumer research initiatives at Topgolf, driving actionable insights and customer strategies.• Redesigned brand tracking for consistent brand positioning insights across audiences.• Developed custom competitive intelligence for monthly updates on consumer sentiment and pricing strategies. Redesigned customer feedback methods to drive a 1000 bps increase in completion rate while driving deeper experience insights and improvement opportunities across 100 venues.• Drove revenue growth through advanced customer analysis and segmentation development.

Led a mobility sales and service call center of 250 agents through a transition from brick and mortar to permanently virtual, resetting role expectations and operating rhythm while exceeding targets.▪ Improved customer and employee satisfaction and increased sales through portfolio management of strategic initiatives across mobility customer care▪ Assessed technology, process, policy, change management, and communications to develop a roadmap for 2022 improvements

Led a team of 10 lead managers in the transformation from execution-driven to a strategic, customer-first marcomm organization.▪ Exceeded 1H 2021 forecast by executing an innovative marketing program for the current customer base, including Copper-to-Fiber upgrades▪ Increased customer NPS by 17pts by creating a marketing plan to notify customers of seamless speed upgrades through surprise and delight tactics▪ Identified KPIs, developed marketing brief, partnered with agency to capture customer attention to achieve KPIs▪ Boosted customer engagement by infusing customer research into campaigns to ensure voice, tone, and images to drive customers to action▪ Designed customer-facing communications aligned to business vision, consistency, and modernization while fostering partnerships across a matrixed organization▪ Incorporated external talent to drive diversity of thought, promote a customer-first approach to communications, and upskill our current talent

Served as point of contact for the 600+ employee Digital organization, including managing key partner relationships, handling day-to-day operations and execution, and serving as a bionic arm for the Chief Digital Officer.▪ Executed day-to-day operations for the Digital organization, including managing all speaking engagements, setting context, providing coaching to leadership for key meetings, and driving the Digital OKR scorecard▪ Redesigned the organization, talent evaluation, communication of complex concepts, and the role of the online channel to meet AT&T's goals while operating as a strategic thought partner to the Chief Digital Officer▪ Delivered the strategic vision in channels such as Special Topics, Town Halls, and Ops Reviews while leading communications for the organization▪ Served as interim Chief of Staff for a vacant VP, including coaching and mentoring leaders, conducting leadership staff meetings, and leading quarterly BU town halls▪ Improved talent-hiring practices by developing pre-work for candidates, conducting first-round screens, and leading calibration meetings

Provided research, knowledge, and thought leadership in assessing business opportunities, costs and benefits, and risks for strategic opportunities.▪ Redesigned Corporate Strategy's MBA hiring program, utilizing consulting experience and resulting in two hires▪ Reduced costs by analyzing financial data to assess impact and implications of trends to AT&T's business and strategy and comparing options for future investments and growth strategies▪ Redesigned and managed a competitive assessment program to provide an external viewpoint on competitors' earnings, industry trends, and future shifts impacting the industry to AT&T leadership▪ Coordinated AT&T's relationship with a contracted economist to drive external perspective

Concentration in Strategy and Entrepreneurship

Recruited as a Management Consultant to lead cross-functional internal and client teams focused on technology-enabled operational transformation. Managed $2.4M of client service revenue in 2014.Key Projects:14 hospital system in the northeast▪ Drove the client to choose the best multi-million dollar system for the organization by leading the Electronic Health Record vendor selection, including scoring and report-outs to the Board, resource management, and execution of strategy activities15 hospital system in the southeast▪ Created and implemented workflow readiness approach to prepare end users for workflow changes at go-live and led a team of Deloitte and client resources to drive readiness program to completion▪ Identified and mitigated over 400 change impacts with no post-live workflow workgroups needed to resolve workflow issuesLocal non-profit, Pro Bono engagement▪ Increased volunteer recruitment, website traffic, and customer satisfaction by leading a team of 10 to develop a strategy for C-level leadership and create and implement a new websiteInternal Deloitte Initiatives▪ Increased retention of Strategy & Operations Experienced Hires with standardized onboarding tools that encompass over 90% of Strategy & Operations Experienced Hires