Anna Austin Email & Phone Number

Denver, Co, Us

San Francisco, California, Us

Denver, Co, Us

Expanded scope of control, including developing discreet operational planning, process excellence and service excellence functions to drive operational scaleOversaw improvements to readiness processes for new partner launches, expansions and policy changes to enable growing customer base and drive revenue in parallel to decreasing cost to serveEstablished quarterly and annual planning process to better connect strategy with execution Oversaw completion of strategic initiatives to increase first contact resolution by 15% and decrease handle time by 20%

Denver, Co, Us

Led and built new capability focused on driving problem scoping, process assessment, design and continuous improvement, centered on lean six sigma principles to drive operational maturity and service delivery scaleRegularly collaborated with Senior Directors, Senior VPs and C-Level leadership to drive process-oriented problem solving across Product, Technology, Engineering and Operations functionsLed Process Design workstream of large-scale service model transformation initiative; oversaw end to end process design and creation of 130 Standard Operating Procedures (SOPs); drove results including 2x operational efficiency, increased service standardization and service delivery scale across phone, chat and case channels

Seattle, Wa, Us

Responsible for executing on projects related to operational strategy, business transformation, process improvement and change management. Passionate about conducting in-depth analysis, using data to drive strategic insights and quantify business impact, and identifying opportunities for operational improvement. Notable accomplishments:Evaluated current state supply chain process at a company with over $1.6B annual spend. Facilitated workshops to understand existing process, opportunities for improvement and viable solutions. Led quantitative assessment and in-depth data analysis, identifying $17.5M / year in potential savings. Co-led customer relationship management (CRM) technology evaluation at Fortune 500 company. Analyzed existing tools and impact on internal associate and external customer experience. Developed business case, quantifying anticipated cost and benefit to justify investment. Outlined business process excellence work required to support successful implementation of technology.

Chicago, Il, Us

Advises financial services organizations regarding Operational Efficiency, Process Improvement, Enterprise Portfolio Management and Project Management. Fosters collaborative relationships with clients and serves as a trusted advisor to enable successful completion of strategic goals and objectives.Notable accomplishments include:Partnered with a Fortune 50 insurance company to develop and implement an enterprise portfolio management capability to optimize investment and deployment of resources across individual business units. Advised clients and led the engagement model and process re-design effort. Developed the final work product, including future state recommendation, process maps, roles and responsibilities, engagement model, and business case and CBA template content.Managed a large-scale technology conversion project for a Fortune 100 insurance company. Oversaw data migration and platform development bodies of work, each encompassing a series of work streams. Facilitated communication between various vendors, identified risks, dependencies, and issues and developed mitigation plans to appropriately address. Enabled timely and successful delivery of project milestones.Led program management activities associated with the implementation of an enterprise portfolio management solution. Developed, tracked, and managed the project plan, risks and mitigations, and change management components. Facilitated working sessions with SMEs and key stakeholders across several business functions. Regularly reported the project status to executive sponsor and business leaders.

Chicago, Il, Us

Offered operational efficiency, process improvement, project management, and research and strategic analysis skillsets to contribute to successful client engagements. Notable accomplishments include:Co-led effort to deploy a time tracking software pilot within a Fortune 100 insurance company. Identified target areas that represented the largest opportunity for improved efficiency to participate in the pilot. Coordinated with key stakeholders to educate employees on the objective of the tool and perform training. Participated in the development of tool content to ensure high integrity data gathering and analysis.Supported the establishment of overall program governance associated with the implementation of fifteen independent work streams stemming from an expense assessment within a Fortune 100 insurance company. Work streams ranged from building new capabilities to conducting organizational re-designs for increased efficiency. Developed communications and on-going materials to support change management. Participated in designing and deploying the governance structure, reporting and monitoring framework, and change control process.Led industry analysis and benchmarking associated with Project Portfolio Management tools and best practices. Gathered insights from subject matter experts and conducted extensive research as an input to the final client recommendation.

Served in a role primarily responsible for contributing to business development efforts and managing internal social media platforms. Notable accomplishments include: Co-led client prospecting effort and was responsible for generating seven new client leads. Audited company’s major social media platforms and implemented recommendations resulting in improved consumer engagement. Managed internal social media platforms, aligned to best practices, to facilitate drafting and posting of content and successful engagement.

Us

- Managed consultant research requests- Executed thorough analysis of economic variables in relation to client request- Compiled in-depth market research reports

Des Moines, Iowa, Us

- Writer and Manager of Legislative/Regulatory Blog- Vertical Marketing Campaign Research- Maintenance Management of Marketing Materials- Promotional E-mail Development for Product Line Tools/Resources- Tweet Creation and Scheduling for Promotion- Internal Marketing Material database audits

- Global Food Security Index Launch Media Tracking- Daily Media Monitoring Reporting- Guest Lunch and Learning Event Organization - Research and Development Awards Video Development- Thought Leadership Initiatives Research- Company Homepage Site Upgrades

London, London, Gb

- Campaign Press Reporting Analysis- Media Campaign Analysis- Client Re-Branding Ideation- Competitor Research Reporting- Title Research

Bachelor Of Business Administration - Bba, Marketing, Finance And International Business

International Business

High School Diploma