• Third-level leader responsible for multiple teams who support, influence, and drive large scale technology solutions with our IT department in support of Claims’ and company strategic goals. • Partner closely with the senior executive team to develop organizational strategy through the annual planning process, establishing key performance indicators and targets to align with the strategy. Accountable to lead a consistent process for planning and prioritizing technology solutions in alignment with an annual IT investment budget of $200 million.• Create and maintain the roadmap for key technology initiatives aligned with Claims strategic business priorities. Conduct a regular cadence of executive accountability meetings to review shared outcomes, competitive dynamics, customer needs, and identified roadblocks.• Responsible to identify, track and facilitate the resolution of defects and system outages.• Own the development of call routing strategy, IVR capabilities, call deflection techniques including bot integration, and delivery of telephony data analysis for large scale contact center operations. Responsible for testing and integrating new telephony technology throughout our Claims operations.• Span of control includes approximately 125 -150 employees.

• Second-level leader responsible for annual portfolio of up to $40 million of strategic funding to deliver new technology initiatives for both Auto and Property Underwriting. Notable deliveries include developed and implemented a new Homeowners policy, delivered an enhanced data strategy in support of emerging telematics product, and executed an enterprise-led approach to better manage catastrophic exposures.• Built strong relationships with senior executive staff to align on business outcomes and results, drove recommendations regarding prioritization between business ideas, and facilitated differing points of view for timely decision making. • Led team through transformational change, including the restructuring of IT department. Created product-based teams founded in agile practices for software development, shifting from traditional waterfall project methods. • Span of control included approximately 25-50 employees.

• Led annual strategic planning and prioritization process partnering with executives across multiple departments to formulate desired outcomes and develop a strategic execution roadmap of initiatives. Established a cohesive process to prioritize and fund projects across stakeholders as well as developed an accountability framework to monitor performance through the projects’ lifecycles.• Led and delivered multiple projects leveraging various project management methodologies across Personal Lines Homeowners and Business Lines Commercial Auto products. Managed internal and external (vendor) dependencies to deliver project outcomes in the desired time frame and in accordance to project budgets.• Span of control included approximately 10-15 employees.

• Second-level leader who drove rigorous service goals and objectives for call center teams responsible for first notice of loss, created an environment of continuous improvement, and delivered targeted coaching and feedback to achieve positive results that exceeded department targets.• Responsible for maintaining workforce to appropriately balance staff with customer demand to respond rapidly to volatility in claim volume and available capacity.• Built relationships and partnered with peers across multiple locations to analyze performance data through benchmarking with internal and external data.• Span of control included approximately 100-150 employees.

• Selected to lead the first wave of teams within a new P&C Claims organization with a focus on integrating operational excellence principles and executing on new standardized processes within claim operations.• Led a team of claim handlers responsible for investigation, evaluation, and settlement of first and third-party auto accident claims in a centralized in-office call center environment.• Further built call center expertise ensuring the achievement of all key performance objectives to provide consistent and positive customer service.• Span of control included approximately 10-15 employees.

• Selected to lead the first wave of teams within a new P&C Claims organization with a focus on integrating operational excellence principles and executing on new standardized processes within claim operations.• Led a team of claim handlers responsible for investigation, evaluation, and settlement of first and third-party auto accident claims in a centralized in-office call center environment.• Further built call center expertise ensuring the achievement of all key performance objectives to provide consistent and positive customer service.• Span of control included approximately 10-15 employees.

• Led a team of Underwriters responsible for conducting risk analysis across multiple Property products.• Operationalized business strategies to meet both organizational growth and profitability goals, while building and maintaining relationships across agents across two states.• Span of control included approximately 10-15 employees.

• Led team of learning analysts responsible for developing learning content in alignment with training initiatives for Sales Agents and Leadership.• Worked directly with executive team to establish training performance success metrics and strategies focused on achieving enterprise sales targets.• Span of control included approximately 10 employees.

• Led team of payment specialists in an inbound contact center, responsible for managing the billing accounts for State Farm customers across all business lines.• Responsible for consolidation of multiple offices across the United States to four locations, migrating employees as well as onboarding large numbers of new hires.• Developed essential skills aligned to key call center data attributes and leadership knowledge items to leverage data in driving team results. • Span of control included approximately 15-20 employees.

• Responsible for investigation, evaluating and negotiating first and third-party auto accident claims in a centralized in-office environment.• Selected to lead in-office catastrophe response team. Developed curriculum and delivered just-in-time training for approximately 50 claim handlers across Tennessee and Kentucky. Conducted quality analysis, analyzed trending data, and provided one-on-one coaching to claim handlers.