Resume

Seasoned content marketing, communications professional. Focused on solving the customer’s problems by writing (and working with my team to write) relevant, interesting, informative and easy to find communications. Not afraid of rolling up my sleeves and working until the customer experience and the message is great! 

Currently I develop content strategy and communications for Blue Cross and Blue Shield of Texas’ largest client of 500,000 members. This client is the baseline for custom communications and innovation in the company. Externally, I am the client-facing lead for communications. Internally, I work with (and often project manage) our Enterprise internal teams (Marketing, Strategy, IT applications, Customer Service, Account Management, Analytics, UX, Medical, outside vendors and contractors, etc.) to develop content strategy and customer communication solutions based on corporate and client-driven KPIs. 

Experienced in internal and external communications for content marketing, marketing sales and presentations, regulatory issues, reputation management, crisis communications, proposal writing and protocol/process writing. I am comfortable working both tactically and strategically with the ability to shift gears, move fast and bring together solutions with diverse perspectives and competing priorities. 

Work-wise, I am a collaborative solution-seeker. I enjoy driving change when it’s needed to better serve the customer. In my spare time, I am pursuing a Masters of Science in User Experience Design, which is exciting! 

CORE COMPETENCIES

• Account management 

• Analytics and reporting

• Branding

• Content and communication strategy

• Digital and print communications 

• Journey mapping and persona development

• Program strategy

• Reputation management (crisis comms)

• Short and long form writing

• Social media
  

EMPLOYMENT EXPERIENCE

Customer Experience (CX) Communications Consultant 2017—Present
Social Media Specialist 2016—2017
Lead Marketing Communications Consultant 2011—2015
Blue Cross and Blue Shield of IL, MT, NM, OK and TX Austin, Texas

Independent Consultant 2008—2011
Inspiring Developments Austin, Texas

Strategic Communications Director 2003—2010
OneStar Foundation/Texas Round-Up Austin, Texas

Public and Community Relations Manager 2000—2003
United Way Austin, Texas

Public Service Manager 1997—2000
Texas Association of Broadcasters Austin, Texas

RELEVANT EXPERIENCE AND ACCOMPLISHMENTS 

Current Role — CX Communications Consultant

• Develop communications strategy and subsequent key messaging for BCBSTX’s largest client.

• Develop campaigns that include digital (web, email, video, social media, app messaging) and traditional (print marketing, benefit correspondence) communications. 

• Coordinate among several teams to solve issues and improve the customer experience by channel.

• Responsible for campaign analytics and reporting to the client.

• Develop campaigns based on engagement goals and channel benchmarks/KPIs.

• Review and serve as final point of quality control for all published content. 

• Collaborate with all teams and draft messaging for escalated issues.

Social Media 

• Collaborated with multiple lines of business (Group, Government and Retail) to develop social media strategy promoting products and services.

• Developed social campaigns that included web, email, Facebook, Twitter, YouTube and blog articles.

• Successfully launched new blog group for Medicare audience. Increased reach, engagement and clicks each month.

• Developed retail strategy for open enrollment.

• Defined audience segments and customer journeys for retail line of business.

Lead MarCom - Crisis and Reputation Management Communications 

• Responsible for project management, communication strategy and 360-communication implementation and delivery for urgent and crisis communication, network management issues, reputation management, and Enterprise process implementation communications. 

• Part of team writing communications for implementation of the Affordable Care Act.

Marketing/Branding

• Created, branded and marketed FitKids program out of a need for school-based youth outreach. Within its first year of inception, FitKids gained several corporate sponsors including the Michael & Susan Dell Foundation. The program instantly became the most recognizable and marketable program for the Governor’s fitness initiative, Texas Round-Up.

• Served as team leader in brand development for Governor’s nonprofit start-up, OneStar Foundation, working with vendors and implementing a website redesign, logo redesign, mission development, paper system, messaging and collateral development.

• Planned and produced the statewide Governor’s Volunteer Leadership Conference and successfully doubled conference attendance over the previous year, producing the first income-generating event.

• Redesigned the 23-year old Governor’s Volunteer Awards program, creating the inaugural First Lady’s Rising Star Award and Governor’s Lonestar Achievement Award. Increased the statewide application pool by 55 percent.

• Redesigned and managed three-time award winning community-wide event of 2,000 participants to increase overall community involvement and awareness, improve organization’s public image and develop public and private sector collaborative relationships. Initiator and leader for Day of Caring 2002 Media Team that secured more than $10,000 in earned media.

Quality Assurance

• Currently responsible for the final review and quality assurance of all communications for the client and the customer. 

• Served as consultant for Communities In Schools nonprofits to assist them in the national accreditation process by developing and implementing key business and programmatic requirements.

EDUCATION 

Kent State University Graduate student, pursuing MS in User Experience Design

University of Texas at Austin Bachelor of Arts, Psychology

Bachelor of Arts, Spanish (Grammar and Composition)