▪ Worked with senior business leaders to track headcount including replacements and new hires across multiple site location with an emphasis on seeking to drive cost reductions▪ Collected and revised weekly business updates to provide senior business leaders with key insights into the health of their respective organizations▪ Updated key metrics daily to assist business leaders in driving their respective business and providing them with necessary information to make informed business decisions

▪ Collaborated with program managers across a wide variety of industries to build out and enhance their internal recognition programs to ensure alignment with corporate values and goals▪ Worked closely with internal launch team to customize and launch four new global recognition programs for customers with well-defined goals to increase engagement, reduce attrition & drive improved performance▪ Updated software configuration to expand and update unique recognition programs by adding additional award levels, improve effectiveness of reporting and enhance the look of feel of site landing pages▪ Led strategic account reviews reflecting on successes to date and building out future strategic initiatives▪ Worked in close partnership with sales, marketing, strategic consultants and colleagues to continually offer innovative solutions and ideas to provide customers with the highest level of service and support possible

▪ Implemented telephone claims and digital forms to simplify the filing process for beneficiaries ▪ Engaged in agile initiative to implement a new claims system to increase claim handling efficiency, reduce handoffs and eliminate manual processes▪ Established dedicated training role to focus on upskilling new hires, cross training existing associates and updating processes and procedures▪ Focused on developing associates moving specific individuals into new roles in New Business, Strategic Service Partners, Data Analytics and Operational Management▪ Served on leadership committee overseeing the Emerging Leader Program to identify top talent across operations and provide them with leadership development opportunities

▪ Partnered with captive sales force committee to drive a series of Ease of Doing Business initiatives aimed at reducing Cycle Time and increasing Business in Good Order rates▪ Built out a work from home program to enable resource flexibility and maintain business continuity▪ Led thorough cross training efforts to reduce key resource dependencies and balance daily work load▪ Focused on developing associates moving specific individuals into new roles in Claims, Retirement Services, Sales and Operational Management▪ Chaired the Front Line Manager’s Council and instituted the LEAD Council to drive Leadership, Engagement, Accountability and Development across the organization

▪ Combined Abandoned Property procedures for group and individual businesses to ensure consistency and compliance with applicable rules and regulations▪ Served as a liaison with internal business partners and third-party providers to ensure efficient and accurate mailing of quarterly statements and daily confirmations▪ Led the client output services area to maintain effective vendor relations and ensure accurate invoicing▪ Oversaw the business automation group working with key service providers to drive increased adoption of paperless transactions among third party financial advisors▪ Facilitated sales/service roundtable discussions to encourage collaboration among business units

▪ Launched the “Service Solutions and Cash Control Teams” focused on improving the customer experience▪ Focused attention on the importance of quality, productivity, and service by designing a customer experience model titled “Own the Process, Own the Experience”▪ Reallocated workforce from Boston to Portsmouth and Philippines to reduce costs and improve productivity▪ Created In-Force Manager’s Award to recognize associates for excellence, accountability & leadership

▪ Successfully integrated the Manulife and John Hancock Annuity Claims teams by standardizing processes and setting consistent service level standards▪ Decreased total pending backlog of legacy claims from 673 to 0 over three months▪ Managed, motivated & led team to ensure quality service delivery while adhering applicable regulations▪ Reviewed complex claims to ensure that all adjudication decisions were fair and consistent