Major Accounts - Implementation Operations and Strategy Team

Professional DJ and Emcee

Provide project management and internal consultant activities focused on increasing Tax “Permissible Services” for the Firms’ largest Audit clients with a target of $250m over a five year period.

Provide project management activities for external client engagements.

Manage high priority projects and help drive all firm resources necessary, including leadership, subject matter specialists, and business process group professionals, to execute against program parameters as outlined in the business plan and to deliver high quality deliverables on-time and within scope and budget. Lead and develop innovative solutions using Six Sigma, Lean, and other appropriate process improvement methods and tools. Champion and implement Lean/Six Sigma methodologies across the internal team as well as project stakeholders; train and mentor team members in Lean/Six Sigma.Lead multiple projects focused on process improvement, technology automation, and increasing revenue including:• Conduct and end-to-end review of a Tax service offering, including processes, technology (including introducing robotic process automation), people, pricing, costs, and onshore and offshore staffing for an operational area that currently has small margins and decreasing profitability focused on increasing profits, improving customer retention, increasing margins, reducing non-value added tasks/hours, and increased customer satisfaction.

Lead large scale, multi-business, complex initiatives from inception to execution focused on enhancing the customer experience and creating added value.Led project management activities for Prudential.com’s new website “Survivor Center” for life insurance beneficiaries and people that lost a loved one.- Identified and tracked key activities and milestones for website operational readiness and launch from all workstreams, including development; communications; data analytics; web search optimization; legal review and operational readiness preparations for the support groups.- Coordinated Call Center preparation ensuring proper call routing and handling. - Worked in conjunction with the Communications team to craft important and consistent messages preparing the various internal audiences/stakeholders, including writing FAQs.- Identified the key metrics and partnered with Google Analytics team to develop the Survivor Center Dashboard to monitor activity and gain key insights regarding website visitors - Participated in future state mapping of a new digital claims process for future site enhancements, anticipated in saving approximately 25,000 hours and $1.25M dollars annually.

Business Process Improvement DirectorInternal Firm Services (IFS)Core team member of the Change Management and Business Process teams helping rollout Google for Work, the first cloud based collaboration platform implemented at a Big 4 Accounting Firm. The implementation included 50,000 U.S. based partners and staff.Project activities included: - Conducted and led Google kick-off workshops designed to identify key processes, applications needing remediation and integration, document LOS specific business rules, identify business processes for improvement, increase awareness and support of the early adopters firm wide- Participated in nine Google Transformation Lab workshops to increase the participants knowledge of the functionality of Google for Work, identify key processes and pain points in existing processes, prioritize and select potential solutions, develop working prototypes, present the prototypes for leadership approval and put the solutions into production - Partnered with LOS business leaders, Risk &Quality (R&Q) and the Office of the General Council (OGC) to draft, review, publish and answer questions about the business rules for PwC using Google for Work, both within the US and globally - Partnered with technical and change management resources for the LOS on launch activities, e.g. being onsite for launch days to promote and answer questions, attended large LOS specific conferences, conducted virtual and face-to-face training sessions to accelerate adoption and usage levels. - Collaborated and created a “Global Business Process Playbook” (GBPP) to streamline and accelerate the deployment of Google for Work by other territories. Led weekly virtual meetings with business process leads from PwC Canada, Norway, Brazil and Australian teams on territory-specific questions and concerns. The combination of the GBPP and weekly calls significantly reduced the time by 75%, 3 months versus 1 year in the U.S.

Customer Business Intelligence OrganizationLean Six Sigma Black BeltConsulted and partnered with corporate Customer Business Intelligence team and Verizon lines of business focused on improving efficiencies, reducing costs, and raising awareness and more effectively measuring the Voice of the Customer. - Led cross functional teams focused on improving the executive complaint process for the Chairman and Chief Executive Officer and senior leaders of the lines of business resulting reduced multiple handoffs, leveraged technology to direct customers to the appropriate support group faster and more accurately resulting in closing 95% of Verizon Wireless complaints within 48 hours from 50% within 72 hours and reduced the number of misdirected complaints from 30% to 3% for all lines of businesses - Selected to participate and consult on Verizon’s corporate wide “Broken Promises” initiative focused on reducing the significant problems impacting Verizon’s customers across all lines of business, based on the voice of the customer. The project includes participating on the Verizon Customer Action Team helping collect the voice of the customer, measuring the financial impact, and developing the appropriate metrics and reporting. Reducing the number of customers impacted by the Broken Promises will ensure customer satisfaction, loyalty, and save Verizon over $300M dollars annually.

Delivered third-level technical support for client based payroll, human resources, and benefits software. Consulted on technical issues with ADP’s largest clients including visits to client sites for process improvements, advanced troubleshooting, and performance analysis.