Alight Retiree Health Solution's OneSource division provides call center solutions, specializing in Medicare sales, retention, and member engagement. As the OneSource solution leader, I oversee the implementation, ongoing delivery, and client/vendor relationship management of each partnership. In addition, I collaborate with our sales executives, solution architects, and leadership team on strategic planning as well as solution design, innovation, and implementation.

Act as the solution architect, implementation/integration manager, delivery manager and partner manager for the OneSource (OS) revenue channel. Provide strategic and functional support to the OS executive sales team to help drive sales and increase speed to efficiency for a team that is new to the business. Strategize with internal leaders to find opportunities for additional OS revenue, improve end to end delivery, and ensure the business is well-positioned for significant growth. Led the post-acquisition integration of the ARHS contact center into the Alight ecosystem as it transitioned from Aon. Engaged leaders from ARHS and Choice Health to identify and implement opportunities for further integration and synergy. Consulted Choice Health leadership on operational opportunities for increased efficiency and quality. • Built an end-to-end solution for 3 new OneSource campaigns within a limited window of time, ensuring no impacted to targeted go-live date. Cultivated strong client relationships and contributed to outstanding delivery, resulting in extended contracts and increased revenue projections.• Recruited to lead a firm-wide initiative to integrate and optimize the commissions function of multiple business units

Selected by executive leadership team to build and lead the new ARHS Operational Excellence Team, focusing on colleague growth and development, process improvement, and best practice initiatives throughout the enterprise. Consulted with leaders and colleagues across the exchange to identify opportunities for increased efficiencies and reduced waste in alignment with strategic goals of the firm. Executed action plans to realize benefits of identified opportunities. Oversaw delivery of Carrier and Client Implementation Team, Enrollment Team, and Licensing, Contracting, and Certification Team. Managed partner and vendor relationships.• Coordinator and Track Champion for the ARHS Apprentice and Launch Programs• Business Sponsor for the Operations Remediation Project which consisted of 60+ individual process improvement efforts, targeting increased efficiency, efficacy, and quality, as well as improved business management routines, • Graduate of the Aon Signature Program’s Advance Program for leaders.

Led ARHE Operations Development team and ARHE Activating Leaders team in designing and executing an ongoing development program aimed at all colleagues (levels 4-8). ARHE ambassador of the Aon Hewitt Operating System. Accountable for the overall delivery, performance and continuous improvement of the Carrier Operations team. Worked with sales center leadership, clients & client managers, carriers & carrier managers to increase integration between all retiree exchange touchpoints. • Recruited and organized the ARHE Operations Development Team to more effectively deliver the development program I created in my previous role.• Designed and executed the onboarding plan for ARHE’s inaugural group of Launch colleagues. Responsible for continued growth and execution of the Launch program.• Designed and implemented the ARHE Talent Strategy, including the Activating Leaders program, aimed at increasing the business acumen and management skill set of our extended leadership team.• Created the Operations/Sales Center Liaison Program to increase synergy and eliminate hurdles between our sales force and back-office operations, as well as provide additional opportunities for colleagues to work with peers in other parts of the business.

Lead Operations Team in the successful processing of inbound/outbound files, paper enrollment and annual enrollment preparedness. Assist in the growth and development of direct reports. Project Management. Team Building.• Identified and implemented process improvements for multiple processes, including enrollment processing, plan material tracking/uploading and file transmissions.• Successfully executed the role of Operations Manager during the restart of a high risk/high profile client. • Nominated to participate in the Aon Impact Program, for emerging leaders.• Operations Chair of the AHN Engagement Committee

(Aon Hewitt Navigators) Lead Operations Team in ensuring successful processing of carrier and client files, participant enrollment, as well as annual enrollment preparedness. Team building lead.• Managed a team of 30+ associates on a high priority project preparing over 2,000 documents for annual enrollment.• Created SOP’s and training documents for the ongoing processes being transferred from the SF team to the LS team. (Shared Services) Worked with 24 clients and client teams to ensure timely and quality completion of deliverables. Researched and resolved system issues at participant and client levels. Daily verification of Direct Billing and Payments job streams. Educated client teams about DB&P processes, timing and standards in an effort to maximize client team efficiency and knowledge. Managed ongoing documentation, upkeep and implementation of Standard Operating Procedures (SOPs). Team building lead.• Organized and lead monthly BOA meetings focusing on ongoing education and the sharing of ideas for improved structure, efficiency and overall knowledge of the DB&P process.• Organized regular team building activities within DB&P as well as annual events that included multiple departments.

Counseled participants regarding healthcare, 401(k), pension commencement and retirement. Worked closely with company trust to assure accurate issuing of participant refunds, 401(k) disbursements and pension annuities. Daily analysis and follow-up of team workflow. Liaison between customer service associates and plan management.• Organized regular team building activities to improve work atmosphere and team productivity• Chosen to assist in the development and training of overseas associates.