Provides leadership and direction to Marketing Operations team which is responsible for execution and analysis of Client marketing campaigns. Two key areas make up the team; Marketing Analytics and Quality Assurance.

Responsible for working with the various leaders in the organization to scope and plan new IT projects.Maintains working relationships with selected business accounts and the IT staff assigned to those business accounts. Principal responsibility to ensure delivery of IT services on behalf of business accounts; create proposals which translate business requirements into conceptual technology solutions. Work closely with business decision makers to identify, recommend, develop, implement, and support cost-effective technology solutions for all aspects of the organization. Work side by side with Business Unit Program Managers in order to identify client needs, develop client relationships, and develop strategic plans.

Plays a lead role in the evaluation of Jewelers Mutual’s current systems and processes by identifying and communicating needs between business areas, technology teams and support teams. Also works at a high level to analyze business area needs, then recommends and defines solutions to address business challenges and desired outcomes.

Plans, directs, and coordinates activities of projects to ensure that project goals are accomplished within the prescribed time frame and funding parameters.

Responsible for overseeing and leading the daily activities and results of a combined team of 13 claim adjusters and associates in a call center environment.

Handled all aspects of assigned claims, including verifying coverage and facts, and resolving coverage issues. Obtained AIC insurance designation; INS 22 completed

Obtained CISR insurance designation; AIC 33, AIC 35, INS 21 completed

Responsible for process analysis, design, implementation, and support of office service area. Developed recommendations for improvements in efficiency, effectiveness and quality through automation and/or re-engineering. Analyzed and researched user needs as input into system requirements, assisted in testing, and aided in coordinating system implementation including processing procedures and documentation. Prepared documentation for business requirements as well as preparing, maintaining and generating daily, monthly, quarterly and yearly reports for management teams and reinsurance billings for Michigan catastrophic claims. Selected as primary team member for business side of claims systems conversion and consolidation project - 14 months.

Provided technical and complex administrative support to both internal and external customers, including policy and procedure resolution as well as claim technical decisions. Acted as regional customer contact for all agents within the operating region as well as liaison between satelite offices to insure efficiency of work processes. Responsible for the administration and resolution of customer and insurance department complaints.