Author – Illustrator Independent publisher of books and journals committed to dreaming the impossible - opening windows of imagination through stories & art.

Independent Producer selling supplemental accident, disability, health and life insurance products.

Quality Lead experienced in Business Process Services focused on risk selection, management, and quality service delivery, utilizing high tech tools and processes to identify and to improve processes. Recommend approved modifications and/or new processes to maintain competitiveness in the industry for high profile customer. Train and manage quality program for employees to enhance operational performance and work products. Represent CSC’s outsourcing capabilities to potential clients - analyzing business systems, functions, and requirements. With almost $3 billion in direct written premium in BPO operations, CSC manages more policies than any other outsourcing provider and supports more than 30,000 agents.Provide advanced self-service capabilities that make business easier for policyholders and agents with a wide range of services including IT outsourcing, full back-office operations, and customer service. CSC’s Agency Link is a best-in-class Web portal solution, and POINT IN, is the industry’s leading P&C policy administration software suite.

Community Outreach, Teaching, Counseling most recently with Kainos Life Ministries, LLC, where we seek to encourage and to equip others and to expand each one’s potential to move in their destiny.

Functional Lead of Projects for project scope and resource management; provide business leadership / consulting to project teams, clarifying business needs and requirements, performing analysis, design, development, integration and quality assurance testing of client and policy systems; perform all functions associated with the business program management office (i.e., business scorecards, issues / risks); ensure timely, accurate and effective reporting of all business deliverables, issues and risks.Business Data / Reporting Lead for client and policy data integration, managing scope and vetting of data-level requirements with actuarial, applied research & product development, underwriting, marketing, product, finance, web analytics, customer experience management, information data services, and information management.Defect Management Lead of new processes and protocols for root cause analysis and overall management and resolution of defects.Command Center Lead executing both business and system testing (i.e., unit, integration, performance, configuration, user acceptance – pre & post production); experienced in development of staff to assure excellence in execution and implementation.Vender Relations business liaison to Computer Sciences Corporation, serving in various leadership roles with the Exceed networks.

Front-Line Manager Personal Insurance (Agency) Operations with key state assignments, and coaching expertise; innovation champion recognized for numerous continuous improvement initiatives.Key Strengths: skilled facilitator effectively managing ad hoc assignments countrywide (e.g., “raising the bar” sessions with site directors, EDM, AHT, CSF documentation, PSC made easy).

Lead for APL Expanded Hours Team directed sales and service operations. Key Strengths: skilled in departmental start up, contact center management, process re-engineering, mentoring, coaching, and positive motivation to maximize colleague effectiveness; effectively worked across sites with diverse business groups to reduce defects and to drive execution in management best practices, employee satisfaction, service excellence, and first contact resolution.

Liaison for Executive Offices, AARP, and State DOI maintained healthy relationships with state regulators and customers; developed enterprise-wide script for contact center best practices.

Team Lead facilitated the development of self-directed teams responsible to conduct enterprise-wide quality program; pioneered total quality management methodology & quality measures into the contact center environment.