Leading digital consultancy and implementation in the Americas.

Responsible for managing account teams and budgets on all aspects of business; from new business development and quality of account service, to employee development and account profitability.

Responsible and accountable for the day-to-day management of a 6-person team comprised of information architects, graphical designers, and consultants following a user-centered design approach to create a quality customer experience for one of our largest global clients. Focused on building an exceptional team of project managers in North America with strong organizational skills and a passion for delivering value to our clients.

Provided the strategy and the project leadership necessary to enhance Web channel usability, accessibility, and growth. Developed a close partnership with retail and small business banking product managers to develop strategies to improve the customer experience and increase customer usage of online banking and bill pay. Presented a business case and work plan to senior management, securing project funding for the first phase of a Web site redesign project.

Responsible for the maintenance and strategic development of a Web portal designed to increase customer self-service. Contributed as a key member of the Web site redesign team by documenting detailed business requirements, developing use cases, updating wireframes, conducting user and QA testing, and providing Web site launch support to meet aggressive project timeframe. Achieved record-setting year, tripling the number of registered users.

Managed the activities of a 20-person cross-functional project team to develop a solution that would streamline and modernize the process of collecting premium payments in the agency distribution channel. Successfully piloted the new process, facilitating the expansion of the pilot to five states and more than 1,500 agency locations.Co-managed an initiative to offer electronic bill presentment and payment access to registered users of Allstate’s Customer Care Center. Developed an internal solution by working with the Interactive Marketing and IT organizations within Allstate.

Conducted customer and industry research on a variety of billing and payment-related areas, including trends in e-payment systems and online billing. Contributed to the implementation of several technology projects, including the launch of Allstate’s first billing and payment Voice Response System.