Ana Eberhard
Vice President, Member Experience @Avmed
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WORK HISTORY
Vice President, Member Experience @Avmed
Miami, FL, US
Through tenure, accountable for various departments impacting Member Experience; Marketing Communications, Product Management, and Member Engagement Customer Service Call Center- Chairperson of cross functional Member Experience Committee charged with capturing, disseminating, and reporting on key performance indicators on customer satisfaction and retention- Key initiatives: Business lead in the web redesign and mobile enablement project for the public site, AvMed.org, and the Member Portal, led the transition of the company intranet from a.net environment to an engaging mobile/desktop version, led adoption of Marketing Automation through the use of Marketo, and led the introduction and adoption of a voice of the consumer platform to consolidate research captured from various interactions through the Member Journey from the web, to the call center, etc. to determine the relative importance and impact of the interaction to overall member satisfaction and retention. Led in business oversight of call center transition from call center telephony and work force management solutions from Avaya/NICE to Genesys PureCloud.
EDUCATION
St. Thomas University
Bachelor of Arts, Communications, with Minor in Marketing
Florida International University
MBA
ABOUT ANA EBERHARD
Bilingual (English/Spanish) professional with 30+ years experience in Marketing & Advertising, working with top brands in a variety of categories; Automotive - BMW of North America, Banking (Retail)- PNC Bank, Beverages - Polar Beer, Consumer Packaged Goods - General Mills, Nestle, and ConAgra, Financial - Capital One Credit Card Services and Fleet Credit Cards Services, Insurance - AvMed, Florida Blue, Humana, Travelers Insurance, MetLife, and Farmers Insurance, Language Learning - Rosetta Stone, Telecommunications - BellSouth, Cricket Wireless, and TracFone Wireless, Retail - Wal-Mart, Zales Jewelers, Krogers, and TJ Maxx and Marshalls, Travel & Tourism - British Airways, Kissimmee Convention & Visitors Bureau, and Royal Caribbean Cruise Lines, to name a few. Proven leader, excellent presenter, senior strategist, and passionate brand advocate.
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