- Drive Gallagher client service processes, system adoption and adherence to professional standards across branch service team(s).- Identify and resolve complex service-related issues, serving as the liasion with the Branch Manager and production teams.- Champion the growth strategy and business priorities of the Small Business department.- Continuously assess the performance of service team members, provide feedback and coaching to improve performance, and align work expectations and rewards to engage the team.

- Manage the company’s Customer Care department; a team of 6 who manage the retailer clientele compliance records for over 20k active, 75k total. - Led the new Customer Care 2019-2020 initiative to obtain agreements/contracts on file for all retailers. This included collecting, reviewing and processing over 10k agreements in an 8-month period. Within 12 months, less than 2% of clientele did not have an agreement on file. Put in place a system warning for the field at quote, stop at bind for those clients who had no agreement at project close. Established monitoring and controlling measures for clients with active California insureds to maintain California Consumer Privacy Act (CCPA) compliance.- Act as the primary Project Manager for other company wide initiatives which include:Incoming and outgoing Mail Vendor deployment during Covid branch closures.CCPA PreparationDeployment of an India Service Center Endorsement Service. Including ongoing support post deploymentReduce titles used in the field from >200 to <30 to establish a data point between production data and position. This effort includes quarterly monitoring and control measures.- Manage the divisional GGB/RPS Small Business book-roll assignments and process on behalf of RPS which includes resolution management.-Coach, advise and assist (daily) over 20 colleagues on the Field Operations team who joined after myself. -Utilize Workfront as the primary PMIS

- Act as Field Operations Point of Contact for branch locations and international Service Center services. Services include Loss Runs, Inspection Ordering, Inspection Tracking, Inspection Review, Premium Finance Acknowledgement, New Submissions and Renewals. - Lead various RPS-wide projects i.e. intranet site development, inspection pricing guide (PL and CL).

- Supervise the Quality Risk Management program- Maintain and improve the client relationship database- Directly support Revenue Development/Field Operations- Manage annual firm projects and initiatives

-Manage the Academic Governance Committee portfolio consisting of 14 individual committees. Supervise active members, documentation and improvement projects.- Collect, archive and organize hundreds of documents for the upcoming Higher Learning Commission Accreditation visit. This established and secure system provides up-to-date information at a moment’s notice. Previously, no archival system was available at this scale with immediate readiness.- Coordinate and co-sponsor state and programmatic site-visits such as the 2013 North Carolina Board of Governors site visit.- Act as writer, editor and project manager for university-wide documents i.e. Faculty Handbook, Governance Manual and Academic Annual Report.- Coordinate and supervise all program projects. In 2013, supervised 43 program revision projects, 21 official program review projects and 5 termination program proposals. - Built and manage 11 internal, university-wide websites. 2,746 total site views between the top 3 sites from March to April 2015.

- Direct, coordinate, and evaluate the activities of 10-12 personnel engaged in administering academic related information. - In January 2013, established a program sequence system to save the University and students unnecessary immediate and future expenses. Immediate corrective action value (in tuition) was over $155k.

Provide crisis intervention to students when difficult situations occur.Direct, coordinate, and evaluate the activities of personnel engaged in administering academic related information.Complete daily reporting and data collection.Communicate and interpret data and reporting results to Executive Management

Counsel students regarding educational issues such as course and program selection, class scheduling, school adjustment, truancy, study habits and career planning.Maintain accurate and complete student records as required by laws, district policies, and administrative regulations.

- Interview applicants to obtain information on work history, training, education, and job skills.- Inform potential applicants about facilities, operations, benefits, and job or career opportunities in organizations.