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RÉSUMÉ

 

CUSTOMER EXPERIENCE SPECIALIST

Select Health

February 2023 - February 2024

  • Developed and launched next best action (NBA) email marketing campaigns to drive business goals and create better member experiences, leading to improved internal “Likelihood to Recommend” scores

  • In addition to email marketing, I also developed, coordinated, and executed omnichannel marketing plans for all Select Health lines of business, including Large Employer, Small Employer, Individual, Medicare, and Government

  • Achieved better business outcomes and measurable cost savings by delivering data-informed calls-to-action with high levels of personalization to an audience of over 1 million Select Health insurance members

  • Introduced efficiencies to existing workflows resulting in savings of over $700 thousand per year

  • Led discovery and strategy meetings with SMEs at all levels to align shared objectives and expected outcomes

  • Directed and approved final copy and design of highly personalized, right time-right message email campaigns

  • Worked with data analysts to develop highly detailed audience definition parameters and data gathering conditions for maximum effectiveness and to measure success quickly and with high reliability to measure success and inform ongoing efforts

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SENIOR MARKETING & COMMS SPECIALIST

Intermountain Healthcare

February 2019 - February 2023

I helped to achieve the goals and launch high-profile initiatives through collaborative consultation on system-wide projects from conception to completion in a matrixed organizational setup. I thoughtfully executed on innovative marketing tactics using a mix of targeted and broadcast messaging across multiple channels. My work influenced an audience of over fifty thousand employees by providing concise information and clear calls to action.

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I developed and oversaw execution of marketing plans, strategic briefs, and creative briefs and fostered strong partnerships and shared goals with subject matter experts, colleagues, and team members. I partnering daily with key leaders from across the organization to develop and deliver on strategic communications and tactics to support Intermountain’s overarching key performance indicators (KPIs).

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I led benefits and retirement communications strategy for integration of acquired companies, such as Saltzer Health, Healthcare Partners of Nevada, Classic Air, and SCL Health by delivering timely and relevant information to employees new to Intermountain and its employer-provided benefits and wellness offerings.

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  • Reinvented Open Enrollment communications strategy by leading a multi-year transition from a mostly print to a mostly digital/interactive approach, applying scalability and sustainability to support Intermountain’s rapid growth. During Open Enrollment for 2022, these efforts led to an unprecedented 95% active enrollment rate.

  • Led communications strategy and tactical execution for the Intermountain retirement team, resulting in a 13% increase in 401(k) participation from Q1 2021 to Q1 2022. Most recently, 401(k) participation stands at around 85% (compared with benchmark of around 56%.)

  • Served as lead communications consultative partner and change-management tactical support for successful, high-profile initiatives with organizations like G.E., Goldenwest Credit Union, InStride, CVS, and others.

  • See more.​

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SENIOR DESIGNER & MARKETING SPECIALIST

Optum Workers' Comp Division (following its acquisition of Helios)

November 2017 - February 2019

  • Led and launched multiple complex, omni-channel internal campaigns to support KPIs around successfully defining and unifying company culture.

  • Managed and approved rebranding of internally and externally facing marketing collateral and content, including signage, whitepapers, tradeshow booth layout, print advertising, website content.

  • Enacted processes and measures to review and ensure new content was accessible according to the latest ADA standards, using a data-driven process to prioritize work.

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GRAPHIC DESIGNER & MARKETING SPECIALIST

StoneRiver Pharmacy Solutions > Progressive Solutions > Helios

November 2011 - November 2017

  • Developed internal and external marketing content for various audiences such as pharmacies, health care providers, insurance payers, and employees.

  • Utilized analytics tools in the development of strategies that increased user engagement.

  • Developed a collaborative system with stakeholders and SMEs to identify key differentiators, features, and benefits of various lines of service.

  • Committee co-chair for planning and executing site-wide events focused on social responsibility, community service, employee engagement, and wellness.​

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MARKETING REP. & PRINCIPAL GRAPHIC DESIGNER

Founders Title Company

February 2003 - November 2011

Grew client base through personal selling, telephonic sales, and digital mediums.

Maintained and fostered current client relationships using various retention strategies. I worked to position the company as a strategic partner and client resource by organizing and hosting continuing education seminars for current and prospective clients.

NOTABLE ACCOMPLISHMENTS

  • Designed the logo and accompanying marketing collateral for a sister company, Homestead Title Company, that was created to serve specific market segments.​

  • Designed and implemented a print marketing campaign, a new concept to Founders Title at that time.​

  • Served as a consultant for and co-developer of a new company website.​

ADDITIONAL WORK HISTORY

Prior to 2003

  • Zion's Bank - bank teller

  • Pizza Hut - delivery driver

  • Papa John's Pizza - delivery driver

  • Discover Card - cardholder services

  • Zany Brainy Educational Toys - sales associate

  • The Store - cashier

  • The Stetson Broiler - busser

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