• Lead the enterprise CRM team within the Customer Experience business unit, heading the customer messaging strategy, infrastructure, customer preference management, digital engagement, governance, life events, and loyalty• Oversee customer messaging across all major customer journeys, including quote, onboarding, policy change, renewal, and cross-channel servicing• Oversee the email and texting channels to drive customer conversions and improve customer ease and understanding• Drive the customer messaging initiatives, garnering the highest NPS score in 2021; helped maintain customer retention between 80-85% consecutively for three years• Co-led integration of MetLife into Farmers, garnering a 2023 Golden Quill Award from the International Association of Business Communicators for outstanding customer change management• Coach and develop a team of 10, ensuring employee engagement and career development opportunities• Build and maintain the relationship with two primary vendors to provide top-quality CRM experience and AI testing• Collaborate with HR on hiring, onboarding, training, and retaining top talent for the organization• Partner with finance on budget planning and financial forecasting for projects and special funding needs• Drove operational efficiency by achieving the annual digital customer engagement goal within three months, significantly surpassing the target of 12 months and generating a multimillion-dollar cost savings• Led the communication strategy and change management efforts associated with the acquisition and integration of MetLife Auto & Home with Farmers, converting all brand messaging from MetLife to Farmers within six months• Managed the multi-year implementation and integration of a new CRM system to centralize enterprise-wide customer information and permissions• Spearheaded the strategic direction for the company's COVID-19 messaging• Recognized with the Customer Experience Cup award 2022 and 2021

• Led enterprise brand marketing efforts for new products and initiatives, facilitating coordination and project management across business units and product lines• Mentored and developed a team of five; oversaw, scaled, and prioritized the customer messaging and strategic marketing initiatives enterprise-wide• Worked with leadership to develop a system for prioritizing marketing resources by product and initiative

• Promoted from Director of Agency Communication (05/2007 – 08/2013) • Strategically guided the communication efforts associated with the acquisition and integration of 21st Century Insurance Company with Farmers Insurance• Directed the corporate messaging and content, supporting 20,000+ employees and independent sales contractors• Oversaw C-Level executive messaging, distribution messaging, intranet, conventions, and incentive campaigns• Partnered closely with HR and senior leadership on the consolidation of regional offices; communicated timely and openly around the realignment and organizational transformation involving 20,000 employees and contractors• Oversaw planning and messaging for all sales conventions and conferences• Managed and developed a team of 15; oversaw correspondence to agents, district managers, and employees across all distribution channels, product lines, and service operations

• Promoted from Claims Communications Manager (12/2001 – 04/2005)• Managed all aspects of internal and agent communications, including the development of annual communication plans, specific communication strategies, and sales performance campaigns• Steered efforts on the execution of a $120M transformation project focused on centralizing and automating the claims operation across 29 states• Collaborated with the CEO and CMO on building and presenting inclusive reports for the BOD and governing entities• Oversaw the communication strategies and change management initiatives around process and technology changes, impacting 12,000 employees

• Leveraged expertise in executing change management functions for large-scale corporate projects, including strategic planning, message development and execution, and client relations. • Clients included Hewlett Packard, Agilent Technology, Ernst & Young, LLC, and Zurich Financial Services.

• Project managed and developed infrastructure for several products and initiatives. Primarily worked for American Express client.

• Developed curriculum and conducted training to certify professionals on Microsoft products.