Pacific Blue Cross — 2002–2011
Created the communications department for Pacific Blue Cross from the ground up and implemented strategic and proactive campaigns to support new business growth and client retention.
- Increased employee communication engagement empowering staff to deliver improved service and an elevated brand experience. Increased satisfaction from 75 to 85%, where 76% said they were better informed with improved knowledge about the business.
- Increased client engagement by launching an online advisory panel and establishing two-way communications where 65% said communication topics were extremely or very relevant.
- Established the firm’s crisis communication plan for business continuity, handling sensitive information, mitigating risks and providing media readiness.
- Led the creation of the organization’s Corporate Social Responsibility framework and established a strong relationship with the Canadian Mental Health Association as the firm’s community partner.