• Provide support to SVP and executive leadership team by prioritizing and coordinating deliverables and activities, ensuring clear and consistent communication of EDAO strategy• Develop materials for Board presentations, strategic and operational planning events, monthly business meetings, and Town Halls/All Hands • Facilitate projects across EDAO to ensure consistent communication and strategic vision• Drive employee engagement through coordinated communication plan leveraging Slack and other internal tools • Partner with corporate real estate on EDAO floorplan needs • Plan, organize, and execute events for 685 employees in the Home Office and regional offices• Plan, coordinate, and execute regional site visits for EDAO executives. Organize onsite logistics, recognition events, and team functionsKey Accomplishments:o Increased employee engagement throughout organizationo Assisted with the planning of team events for EDAO and Eagle Days

• Accountable for the overall performance of USAA’s digital products through company-wide collaboration and the proactive management and monitoring of results in order to identify opportunities and implement solutions • Developed and executed the vision, prioritization of incoming and projected work, overall strategy, and goals • Prepared presentations and communications to all users and senior leadership• Oversaw all projects, training, resources, budget, and work activities for both the IT and business teams• Assisted in the development of the standards and practices within Digital Tagging, including influencing and socializing to decentralized teams Key accomplishments:o Prioritization and completion of all in-scope FFIEC tag designs ahead of deadlineo Implementation of MSR Portal application in Glassbox o Oversaw the retirement of Clickfox and Clicktrail, for a savings of over $750,000o Publication of Experience Tagging Procedures in IQ Standards

• Successfully led the analysis of complex trends, communications, and influenced actions to be taken to improve member experience and business performance• Created strategic and tactical plans to build, launch, and sustain speech analytics queries for Gridspace to understand processes, channel shifting, and quality assurance• Utilized Agile methodology to plan and execute the transition of the primary speech analytics tool to an enhanced version. Drove analytical development, established cross-CoSA alignment, and worked as a trusted advisor to achieve the desired plan and capabilities.• Assisted with creating the MSAT MEI Qualtrics survey by providing input on member pain points and touch points. Identified placement of online survey by focusing on member experience. Defined rollups and score calculations for key metrics.• Served as team’s scrum master by creating a training guide for better understanding of Agile principles. Facilitated stand-ups for the team to enhance collaboration and knowledge sharing. Prepared and worked in partnership with leadership for PI Planning.Key accomplishments:o Determined root cause of member communication for Subscriber’s Account and Auto Dividend and worked across multiple teams to define and implement strategy and execute changes, a cost savings opportunity of $900,000o Created an onboarding program for newly hired employees to assist with understanding their role, cross-CoSA partners, and provided mentorship opportunities o Implemented a framework that provided clarity of needs from an MSR and analytics perspective for building speech analytics

• Developed categorical models for all P&C products and services. Identified and quantified issues and opportunities for the improvement of the member experience by utilizing data through analysis and reporting

• Analyzed executive member feedback to identify trends and improve member experience• Collected and disseminated member feedback into database to increase the efficiency of response to members• Assisted in developing business communication using text analytic software for input into strategic categorical models to better determine member touch points • Summarized and developed insights from data• Drafted articles for weekly newsletter to update executive team with current trends and activity

• Assisted and handled executive correspondence through research and analysis of member complaints and feedback • Provided issue resolution for members through the use of critical thinking skills and conducting accurate analysis of member needs• Established a strong collaborative relationship with executive management• Presented and reviewed files with division president• Performed personal account reviews for member to identify coverage gaps and other compulsory products• Draft and edited critical correspondence on behalf of division president by communicating issue resolutions to members• Analyzed and determined issues for incoming executive member mail• Identified action agents for handling and resolution

• Provided members with guidance on the most appropriate policy coverage for protecting financial assets• Educated members on the purpose and applications of policy coverage• Recognized retention opportunities and used all available resources to retain accounts • Trained new Member Retention Team (MRT) representatives• Selected to provide MRT training to new employee representatives at the Western Regional Office in Sacramento, CA• Assisted member service requests for all Property and Casualty lines of business• Recognized life events and identified member needs by acting on every opportunity to educate membership