• Managed a team driving change across channels to improve customer and agent processes, reduce effort, achieve strategic objectives and improve company performance• Used customer and agent insights to continuously improve experience and inform design decisions• Played lead role in major initiatives to enable proactive premium change communication and streamline new customer onboarding processes• Consulted on product, profitability, and underwriting initiatives to promote and protect positive customer and agent experiences

• Consulted with product owners and other stakeholders to identify business objectives, document business requirements, ensure effective solution design and test planning• Collaborated cross-functionally to assess impact, dependencies, and design requirements• Managed a diverse portfolio of product development projects and enhancements, including mobile innovation pilots• Protected and enhanced customer experience for customers and agents by promoting simple and elegant user interface design and processes

• Drove the design and development of Farmers first mobile optimized customer self-service web portal to serve our customers in an increasingly mobile environment• Coordinated the gTLD (generic Top-Level Domain) ICANN application for “.farmers”• Implemented and managed Online Brand Protection services to identify entities fraudulently using trademarked Farmers collateral and supported legal action to end brand infringement

• Led team of technical project managers• Managed release scope and schedule for multiple Sprint prepaid brands• Managed a diverse portfolio of projects including brand and product launches, consumer web enhancements, billing system and statement design, and reverse logistics processes• Evaluated potential billing statement print vendors and monitored vendor performance and service levels

• Managed cross-functional elicitation and requirement documentation to support the launch of Helio branded mobile devices, service plans, online account management, billing features, and mobile network provisioning

• Consulted on the implementation of a formal software development methodology• Performed process analysis and presented workflow recommendations• Managed cross-functional requirements for major enhancements to an analysis tool for institutional investors

• Managed complex business requirements for an enterprise claims management system• Collaborated closely with developers to design optimal solutions, including implementing service oriented architecture for a web-based claims system• Published training material and assisted with training in the field

• Demonstrated application prototypes for user acceptance and collected feedback for continuous improvement• Authored detailed requirements and test plans for custom-built applications

• Investigated and settled Auto, Liability, and Workers Compensation claims• Collaborated with defense counsel to defend liability lawsuits and workers compensation claims• Led internal focus groups to gather feedback for claims system replacement