Bellevue, Washington, United States
As a business and coaching-based leader at Microsoft, I bring an open mindset to complex problems, moving the business forward by creating strategic frameworks to make sense of the ambiguous, bringing people together to harness the creativity and skills of diverse groups of people, and creating operational structures to execute for impact. My coaching mindset grounds me in empowering people to learn and grow, bringing empathy and humanity to the workplace. This mindset extends to how I approach our customers by knowing them, putting them at the center of our work, and making them more effective in their lives. What I've learned in hundreds of hours of coaching people in the corporate environment is that we put up artificial boundaries around ourselves and make assumptions about what's possible. Listening deeply, holding space for people's thoughts and emotions, expanding people's thinking, challenging assumptions, and reflecting uncomfortable truths are all part of bringing my coaching skills to work, and how I show my relentless commitment to empowering people. I channel my energy and creativity into solving big problems, being an inspiring leader and increasing impact to customers and the bottom line. My strengths include bringing new ideas, creating connections, focusing on people growth and business growth, leading through change, instilling calm and empathy.
Lead Healthcare marketing including cross-company thought leadership, marketing programs to drive awareness & consideration, customer advocacy, and go-to-market business strategy for each of the four verticals: Provider, Payor, Pharma, MedTech. Lead team to partner closely with global sales and partner teams to bring go-to-market strategies to life to drive sales and meet revenue, acquisition, and adoption goals. Developed and activated cross-Microsoft thought leadership narrative, AI for Better Health, to create red thread in storytelling across commercial and consumer offerings, research projects & outcomes, and for good initiatives like AI for Good and the Rural Healthcare Initiative. Launched Women's Health Equity campaign in partnership with Kearney and the BBC. Lead team to activate marketing programs and strategies through channels such as blogs, web, social, podcasts, events, and speeches. Lead customer advocacy program, developing tiered strategy focused on relationships with customers and partnering on co-marketing opportunities to create a scaled approach and reach broader audiences with impactful customer stories of business outcomes and social impact.
Developed high performing leadership team to lead industry marketing strategy and create compelling and customer-centric storytelling and content, landing across marketing channels. Resulting in increased customer consideration and business growth across six industries, including: Financial Services, Energy, Government, Defense & Intelligence, Sovereignty and Sustainability. Grew sustainability business following first-party solution launch in June 2022. Fastest growing industry solution to date. Lead cross-company Executive Business Reviews and quarterly SLT meetings to drive company level decision making. Lead cross-Microsoft sustainability marketing including narrative development and storytelling, landing internally and externally across events, social, AR/PR, and web. Partnered internally and externally to influence engineering roadmap based on customer and partner input and market trends, accelerate sales team efficacy through targeted content and trainings, and develop relationships with analysts for product and marketing input and solution coverage. Lead narrative and end-to-end customer experience and messaging for Microsoft presence at key industry events to engage customers and increase pipeline.
Led team of program managers in identifying and creating digital experience to help customers self-serve to solve issues and answer questions. Partnered closely with engineering and support organizations, driving strategic alignment and securing resources to build solutions across customer lifecycle and across solutions. Measured customer and business impact, reporting out regularly to stakeholders on impact of digital solutions. Drove $83M in savings through contact deflection in FY21.
Managed the Expedia.com ThankYou rewards program. Managed marketing strategy to grow program membership and engagement. Defined and oversaw execution of marketing campaigns across multiple channels to meet growth goals. Managed relationship with external program sponsor, including identifying opportunities to grow Expedia customer base by cross-marketing to Citigroup base. Defined strategy to increase customer retention by creating tiers of customers based on value. Assessed industry best practices and customer insights to define benefits, success metrics, and potential impact. Led business definition of Rewards by Attribute, a new product with customer level targeting capabilities on the site. Created process to prioritize product features, and worked with product and development teams to scope and build. Managed team of marketing managers.
Managed $850M annual revenue P/L for Small and Medium Business segment. Defined core value proposition for 8 product categories including brand tenets and messaging. Implemented across marketing communication vehicles, online channel and sales teams. Developed strong vendor relationships to create joint value in marketing 3rd party products. Led marketing readiness for Windows Vista launch (Awarded Significant Achiever for successful launch). Developed comprehensive plan including messaging, contact strategy, merchandising, marcom, online content and sales team readiness. Partnered cross-functionally to execute. Managed $1B annual revenue P/L for Consumer online channel. Exceeded quarterly revenue goal by $2M. Created targeting and offer strategy for direct mail, email, and outbound campaigns. Managed creation of online purchase path and drove demand generation to site.
Selected for special project to improve XPS customer experience, led by Michael Dell’s technical advisor. Built plan to improve customer experience for marketing, sales and telecom infrastructure. Partnered across organization to implement strategy and increase customer satisfaction. Traveled to call centers in India, partnering with site management to execute plan. Project managed three large initiatives across Consumer call centers. Created strategy and managed launch of call center queues in India to handle out of warranty customers. Lead cross-functional team of 30 people. Resulted in annual savings of $24M. Drove creation of new sales model for high-value customers to drive revenue, customer satisfaction, and agent retention. Resulted in $3M annual incremental margin.
Performed competitor analyses for three potential small business partners, identifying growth opportunities to improve acquisitions targeting. Analyzed Consumer segment to drive strategy for three promotions. Segmented customer data to target direct mail offers. Resulted in $11M incremental profit. Created strategies to identify high-risk customers. Designed four-tiered strategy to proactively identify fraudulent users, creating savings of $6 million. Developed model, analyzed and tested data samples, and presented recommendations. Created model to identify high-risk customers using cash advances, saving $5 million.