Bio

As an influential people and operations leader, I have more than 15 years of experience building cultures of continuous improvement and enabling teams to achieve record-setting performance results. I am skilled in identifying opportunities to simplify customer interactions, with a proven track record of guiding large-scale initiatives. I rely on strong relationships based on trust and open communication to mutually arrive at shared goals and establish standards of operational excellence. My career trajectory with State Farm Insurance has allowed me to advance my skills and gain exposure to various departments including the Customer Care Center, Human Resources, Learning and Development, Life/Health, and Public Affairs. Most recently, as a leader in the Human Resources & Development function, I serve as the Executive Succession & Development Manager. In this role, I identify growth opportunities and manage a team of Executive Coaches to create a pipeline of high-potential leaders within the organization. Previously, as a Learning & Development Manager, I created talent strategies and implemented professional development programs to improve performance at all levels of the organization. With the introduction of a first-line leader program, I helped improve the organization’s “trust in leadership” score by 20%. I also spearheaded the introduction of KPIs and performance tracking to measure success and drive development program impact. In the Customer Care Center, I transformed the customer experience by enabling team members with tools and resources to deliver meaningful results. In this role, it was my mission to not only create remarkable experiences for our customers, but also cultivate high-potential talent and build teams committed to personal development and growth within the organization. With a focus on building trust, I was able to lead the Customer Care Center to exceed our Customer Experience Score goal and improve first call resolution while maintaining resource levels. I also led strategic imperatives to optimize customer care efficiencies including the integration of Interactive Voice Response (IVR) routing and extensive training programs to improve individual productivity and performance. Throughout my professional tenure, including my positions outside of State Farm, I’m proud to have earned a reputation as someone who drives results, collaborates across functions, and equips teams with career development resources to retain and promote top talent.