Learning the product from the people using it.

Direct customer experience with a growing understanding of insurance products and the systems around them.

• Handle the highest call volume on an eight-person team while maintaining a customer satisfaction rating above 4.9 stars.
• Translate customer feedback on general liability and medical malpractice products into actionable insights for cross-functional teams.
• Identify inefficiencies in manual list management and customer communications, building the case for automation and process improvements.

Web work at the intersection of implementation, content, and user experience.

• Led a six-person team developing an AI chatbot that integrated current website data, with research into large language models.
• Managed more than 100 Drupal website updates, including navigation and SEO-focused redesign work.
• Created a Balsamiq website mockup for Jaylen Brown's 7uice Foundation.

Experience connecting product information to a clear message for customers.

• Researched competitors and developed content strategies for sweepstakes products.
• Authored a published article explaining zero-party data collection.
• Contributed workflow recommendations during product meetings.