Provided subject matter expertise to Legal, Compliance, and Internal Audit departments on all issues affecting the Agency Services department. Monitored state regulations for changes that may affect internal processes and procedures, Liaised with members of the executive suite, facilitated their case review meetings, and tracked and communicated resulting decisions. Managed all coordination, research, and responses to market conduct exams and internal audits for the department regarding policy issue and agent compensation. Provided subject matter expertise to large and small company projects which impacted departmental functions.Key Accomplishments:- Coordinated intake and research of 100-175 business exception cases submitted per month for escalated review; verified facts, summarized cases to executive committee, and reported outcomes.- Performed daily reviews and quarterly testing of operational controls within the department to confirm compliance with key controls.- Spearheaded monthly research and resolution of approximately 25 escalated customer complaint issues in Agency and New Business.

Led multiple, cross-functional teams in routine delivery of exceptional service to customers. Prepared budgets and managed expenses. Facilitated and strengthened relationships between internal sales personnel, key external customers and operational teams.Key Accomplishments:- Transformed the process from functional-based to distribution-based. Cross-trained employees to manage cases from beginning to end, dramatically improving the average completion time and the customer experience.- Managed budget in excess of $1 million per year.

Managed high-volume customer service teams with responsibility for agent contracts, appointments, and compensation. Tracked approximately 30,000 agents with total compensation in range of $50 to $75 million. Key Accomplishments:- Researched and resolved serious service complaints on behalf of both agents and customers in accordance with company policy and/or state regulations. - Monitored service team activities and mentored a team of 25 individuals.

- Promoted from Manager, Annuity New Business to Manager, Agency services, and ultimately to Director, Distributor Services.- Led teams of up to 70 individuals responsible for contracting and appointment of agents. Devised and implemented new team organizational structure, prepared annual budgets, and managed all expenses. Managed complex transfer of numerous business functions to Des Moines office during a transitional period.