Responsible for the ongoing development, design and maintenance of software products. Primary duties to include, but are not limited to: • Oversee market research to determine ways to competitively enhance product capabilities. • Determine the best way for software to work to enhance functionality and user satisfaction. • Work with design team to organize and evaluate results from usability studies. • Evaluate how variations in the product design can impact its overall effectiveness. • Oversee development and maintenance of products as needed.

• Lead Agile delivery transformation through the entire product organization – increased releases from two per year to one per month• Served as Scrum Master for newly developing teams.• Delivered continuous improvements through monthly agile sprints to production across three development tracks to enhance customer experience• Implemented platforms for A/B testing, customer engagement measurements (via tag management), and long-term data management / reporting tools.• Help develop strategy based on customer-centricity feedback and drive the implementations for achieving metrics and goals related to supporting the needs of our online customers; including the key KPIs which will be used to measure customer impacts across the product lifecycle• Responsible for the quality of online customer experience performance across all languages, working closely with the Customer Care organization to achieve specified targets – increased conversion rates by 12% • Key stakeholder in the integration of new/improved self-service features and functions across devices, ensuring these efforts support the Customer strategy – reduced call volumes by 7%• Provide input on features, functionality and content needed to support our online customers, and continuously evaluate performance • Responsible for the provision and achievement of all customer operations requirements within the business unit• Established programs of product quality improvement, implemented these and measured their success• Development of effective working relationships, coordinating with cross functional teams including product, marketing, customer care, risk and technology to ensure both customer and internal needs are met• Partnered with the Customer Care Operations to drive performance to be best in class and completely customer focused• Conduct competitive analysis and identify areas for differentiation, including features, functionality, and content

• Started a business consulting firm for small to medium businesses• Focused on process improvement, and product enhancement• Partnered with business owners to achieve ROI targets• Delivered each engagement on time, and on budget

• Increased processing productivity by 15% annually• Established process and procedure to increase revenue by $11M over a 4-year period• Implemented voice of the customer tracking tools to drive product changes• Establish and deliver process alternatives to test customer demand• Process re engineering to achieve efficiency in procedures, resulting in a reduction of total headcount by 10% annually• Oversee the planning and implementation of annual Operational Strategic Projects• Product enhancement and refinement to meet customer needs

Responsible for three departments within the operations; Business Support, Document Control and Policy Owner Services. Core Functions:* Built and lead the implementation of annual strategic planning.* Designed and implemented departmental enhancements to customer service. * Scheduled and ad-hoc reporting of departmental performance. * Implementation and management of operations staffing systems. * Processing of all inbound documents. This included prep, scanning, indexing and physical delivery if necessary. * Same day processing of all customer policy requests in compliance with federal regulations.