Manage portfolio of projects for American Family Insurance subsidiary, Homesite Insurance Group, that maximize financial results, employee experience, and customer experience by leveraging people, process, and technology.Delivered revenue generation and cost saving solutions in partnership with the sales contact center, while enhancing the customer and employee experience in a systematic, timely, transparent, and measurable manner.

Change management professional responsible for the overall coordination and project management of implementation of the McKinsey Model Lean Six Sigma business change management system.• Trained and coached contact center and data center leadership in the effective use of Lean Six Sigma methodologies and tools to enhance the leadership capabilities of the organization, leading to a more customer-centric customer experience for internal and external customers. • Successfully implemented the Lean/Six Sigma management system fostering a culture of process improvement at all levels of the assigned line of business. • Led teams of 2-5 leaders at a time, and developed and mentored them on effective leadership, root cause problem solving, continuous process improvement, innovation and project management.

Project Manager, focused on new product launches, process design, Guidewire claim center customer relationship management platform enhancements, and managing the claims assignment process and customer channeling strategy for the property claims organization.• Property claims business lead for the development of Guidewire IT enhancements. Involved requirements gathering, test script development, and executing user acceptance testing.• Subject matter expert and Property line of business lead for work optimization strategic initiative, focused on identifying and implementing automation or work transfer solutions enabling front line staff to focus on delivering excellent service.• Built Excel model for forecasting claim volume to support the deployment of claim assignment guidelines, which increased the utilization of internal resources, and reduced 3rd party staffing expense. • Business lead for the renegotiation of 3rd party vendor contracts.• Developed and implemented new standard operating procedures for the catastrophe claims organization, resulting in an increase in process adherence and reduction of 3rd party claims handling expense. 
• Developed and implemented risk management strategy for California Earthquake Authority claims process reducing over $100 million in risk exposure.

Provided operational and consultative support in the utilization of lean six sigma models, tools and methodologies, in support of the Property Claims organization's adoption of Lean Management System principles (LMS).• Led the execution of Lean Management System activities including conducting diagnostic baseline research, process re-design, developed and implemented process improvements, conducted sustainability research, and provided coaching and development to leadership at all levels of the personal markets SBU of Liberty Mutual.• Developed interview guides and conducted interviews of staff at all levels for current state analysis.• Developed leadership observation surveys, leveraging Survey Analytics, to capture data and provide trend analysis to Senior LMS leaders in support of the LMS deployment. • Developed process improvements to decrease cycle time, reduce inbound status contacts, and enhance customer service delivery for front line staff.

Leveraged strong interpersonal, communication and influencing skills enabling positive, enthusiastic customer service and ability to convey high level technical and business information in a culturally sensitive manner to diverse groups. Highly skilled in negotiating settlements, project management and collaboration with first and third parties, in the management of multiple projects with value in excess of $10 million. Used strategic thinking, analytical skills, and business development skills to manage risk, and advise Liberty Mutual clients of property risk solutions. • Identified Guidewire claim center enhancements resulting in improved end user satisfaction. Analyzed personnel workflows and identified areas of opportunity for Guidewire to automate tasks that reduce escalation of customer callback. • Guidewire Claim Center subject matter expert: provided training on property claim specific system functionality for peers and management, resulting in greater system efficiency and skill development for end users.

Coordinated with clients, and third parties, negotiated settlements, and managed claims nationwide up to $50K in severity, after major catastrophic events.• Negotiated with contractors and service providers to reconcile differences in scope of contractors’ and State Farms’ estimate.• Assisted with the learning and development of less experienced claim reps by riding along during inspections and acting as a resource for claim handling questions.