- Enhanced digital channels within legacy applications, improving reach and engagement with $0 investment.- Successfully led the implementation of a new marketing platform, resulting in six-figure annual cost savings.- Achieved ~20% reduction in call center spend through the implementation of alternative software solutions. - Developed business cases, partnered across departments and contributed to the product roadmap through pilot designs for care delivery enhancements.

- Pioneered Voice of Patient and Provider insights initiative, leading to the development of a predictive “Care Index” for future CX performance. - Launched Voice of Patient measurement program with multi-level metrics and closed loop processes.- Conducted in-depth field research, observed patients directly and collaborated with business process engineer to identify improvement areas.

Emcara Health is a PopHealthCare brand. Inspired by a passion to serve, Emcara Health cares for those in need, empowering them to live their healthiest lives, and breaking down the barriers of access to quality/equitable care that trouble our traditional healthcare system.

- Directed enterprise CX and engagement projects, managing a team of analysts and providing strategic oversight.- Led cross-functional CX improvement projects such as simplifying claims statements, creating prototypes for a member year-end digest and optimizing urgent care listings based on member search behavior. - Discovered key integration between payor and provider systems, leading to identified areas of value exchange for shared member/patient.

- Implemented engagement strategies resulting in a 37.5% increase in portal registrations and a 26.3% increase in secure text registrations year-over-year.- Owned foundational member and agent/broker projects to define, justify, prioritize and measure CX initiatives; Developed deep understanding of need states, quantified pain points and co-created CX solutions and roadmaps.- Launched CX measurement vehicles and conducted quarterly voice-of-customer surveys to establish trends in member sentiment.

- Designed and executed multi-channel marketing campaigns for individual health products, collaborating with consumer marketing to achieve outcome goals from multi-million dollar annual spend.- Served as product owner and brand voice for digital engagement channels; Shepherded campaigns with highest engagement metrics spanning digital channels for numerous stakeholder groups. - Modernized segmentation and enhanced digital marketing attribution / analytic capabilities for corporate marketing division.

- Provided strategic counsel for Tennessee’s largest provider of services for individuals with disabilities, managing relationships with executives and government officials.- Led marketing and crisis management efforts for a premier fast-casual restaurant operator, successfully launching multiple store openings and navigating a regional market crisis.- Supervised product launch for antimicrobial surface coating technology, creating standards for product assets and guiding client through web, video and collateral development.

- Directed a full identity rebranding and tiered deployment for the school system, garnering alignment from stakeholders, establishing brand governance and deploying change management practices.- Orchestrated a campaign surrounding the renovation and purchase of a new elementary campus, leading communication strategy and market positioning.- Directed various initiatives including website design, creation of digital/social presence and oversight of marketing budgets.

- Directed consumer awareness campaign for 5,000-member professional organization, resulting in quantifiable increases in perception and awareness goals.- Led successful large-scale rebranding for athletic facility, securing 1,200 new memberships in a year, including 450 in a single month.