Direct operations of multi-million-dollar hazard insurance claim recovery firm; team is responsible for identifying property damage, filing claims, and updating findings to maximize recoveries.Responsible for budget management, production forecasting and planning, and process improvements while managing team of production, operations, and customer service personnel. Oversee team of 100 personnel, built effective team, emphasize training, coaching, and mentorship, and guide performance feedback.Lead team of offshore administrative support staff, determine success metrics, assign ongoing duties, collect status reports, and ensure ongoing training is up to date and effective. Manage $3M annual production budgets, develop and analyze customer forecasts, review ongoing operations to plan monthly production, and monitor production KPI’s.Oversee ongoing case management operations, monitor production numbers to track new, closed, and aged jobs, review of system and personnel performance, and address and resolve service interruptions. Partner with Finance personnel to ensure clients are invoiced on schedule, create and deliver reporting for accurate fees, and serve as liaison to collect receivables and escalate past due amounts. Guide ongoing evaluations of client performance data, leverage MS Report Manager and Adhoc to develop dashboards, scorecards, and reports, and present findings to leadership.Collaborate with leadership, review client operations and provide updates on performance initiatives, pinpoint ways to elevate client experience, and discover opportunities to increase revenue and decrease spending. Lead ongoing operations audits, review client scorecards and exceptions, aged and high dollar accounts, and work with client leadership to address and close service gaps. Manage Audit and Compliance Business Unit, including Business Continuity Plans, Information Systems, and SOC2 audits, developed comprehensive Audit and Compliance Policies.

Led development and implementation of Business Continuity Plans, outlined technical and operational contingencies, and trained managers and employees on plan execution; leveraged BCP during Covid-19 and enabled team to continue to provide high levels of client service in a remote work environment. Launched new Loss Draft Processing business to support homeowners with property loss claims, outlined all policies, procedures, Statements of Work (SOW), and service levels, deployed web-based call center software, and hired and trained new staff. Co-developed complex proprietary claim management software on .net, partnered with software developers to outline business, technological, and workflow requirements, configured data flow and management, and tested system before launch; improved productivity, reporting, and applicability, currently leading regular platform updates.

Hired to develop and lead operations and process enhancements for mortgage loan origination start up; selected and onboarded personnel, facilitated agreements between broker and 50 lenders, and established initial client base of 300+.Oversaw development and launch of core business operations and technologies, including IT, Telecom, ISP and Credit Reporting vendor partnerships, project managed deployment of Calyx/Point loan origination system, and oversaw creation of new websites, email marketing, and client outreach.