Leader of 24/7 operations with oversight of all aspects of the service delivery with special focus on home healing; oversight of ORKs/KPIs; supervision of operational supervisory team; channeling patients to comfortable home health settings; direction of quality assurance initiatives and standardization; strong interface with and key support to Sales.

Management and leadership of TRICARE Operations unit delivering medical/insurance assistance service to military beneficiaries in the Americas region. Ensured that documented case protocols and SLA levels are followed consistently.

Management of 24/7 global emergency services by leading and overseeing day-to-day functions and ensuring that documented case protocols and SLA levels are followed consistently; leader of team of direct report supervisors; evaluation of the department’s workflow with view of improvement of overall productivity and quality; collaboration with medical departments in case progression; prominent in key project implementation.

Leader of 24/7 global operations – US, Philippines, China, India - with oversight of all aspects of the emergency travel assistance service delivery with special focus on medical evacuation, repatriation and return of mortal remains in call center setting; oversight of SLAs/KPIs; client retention; supervision of international operational directors; management of international/domestic medical claims program with focus on channeling patients to network facilities, re-pricing and establishment of direct billing arrangements (primarily Middle East-based clients); direction of quality assurance initiatives and standardization; development and assurance of effective global provider network; development of contingency plans; direction of emergency evacuation services for pets; strong interface with and key support to Marketing and Sales; RFPs; new systems implementation; recruitment of multi-lingual staffers.

Led Philadelphia-area center dedicated to providing language instruction to corporate and private clients; emphasis on service fulfillment and sales. Management of customer service unit based in Washington, DC dedicated to language interpreter services; hiring, training, supervising of CSR staff - focus on turning inquiries to sales.

Network Account ExecutiveManagement of contracted provider relationships. Examples: house-call physicians, air ambulance companies, money wire services, language translation/interpretation companies, pharmaceutical services, PPOs, ticket brokers, gift delivery services, other concierge providers; contract negotiation; quality assurance monitoring; commission tracking; sourcing of prospective providers/correspondents; general training of staff; supervision of service delivery of travel agency; RFPs; negotiation of preferred rates with medical providers; arrangement of commission-based relationships with air ambulance companies and concierge providers; transition of all accounts during corporate merge; wrote articles for industry publication.Operations Manager Management of several travel assistance departments by supervising and coordinating operational service teams handling both global medical emergency assistance cases and global concierge work; escalation point for sensitive cases; interface between staff casework and medical oversight; evaluation and monitoring of staff; creation and organization of operational procedures; training of staff; statistical review; management of translation documents; liaise with accounting department; Spanish language skills utilized for spoken and written casework. Supervision of specific departments: Events - entertainment, Financial – travel-related emergencies, both financial and medical, International - travel and research, Night – all departments.