Lead team responsible for experience delivery to both internal and external clients, ensuring alignment and consistency across our Auto, Connnected Living, and Housing lines of business. Driving business impact through disciplined allocation of resources where most impactful and leveraging best practices.

Responsible for leading strategic customer experience initiatives, including customer experience design for new products, programs and services, and management of critical voice of the customer listening posts. Lead team that executes customer experience management, including identifying key operational drivers of customer experience and identifying opportunities for improvement.

Responsible for leading strategic customer experience initiatives, including customer experience design for new products, programs and services, and management of critical voice of the customer listening posts. Lead team that executes customer experience management including performing to identify opportunities for improvement.

Responsible for end-to-end customer experience design and management, including creation of ideal customer experience journeys, ensuring appropriate voice of the customer listening posts are established to measure results against targets, and performing analysis to identify opportunities for improvement.

Responsible for working with senior business stakeholders to shape IT road-map of improvement initiatives. Developing business cases for IT requests to ensure investment aligns with return, as well as supports long-term strategy. Leveraging continuous improvement practices to identify opportunities and generate business concepts with actionable projects to drive results.

Responsible for designing and implementing processes for new professional service product offerings. Developed activity models to understand staffing requirements and technology enablement inflection points. Provided analysis of operations to identify process optimization opportunities while leading process improvement initiatives focused on customer experience and expense reduction. >Designed operational processes for TotalAssist Managed Services, Professional Services, and Support Services – key products for fulfilling our brand promise to be the “Technology Ally” for small businesses. >Lead initiative to enable expedited launch of TotalCloud Phone System Communicator, a softphone application extending the Cloud PBX functionality to smartphones and desktops.

>Re-engineering key business processes throughout the company with the focus on improving the customer experience by performing needs assessments, process analysis techniques to identify and quantify opportunities, and preliminary cost/benefits analysis for potential process improvements.>>Example of success includes leading project to consolidate process activity to reduce customer wait time and cost, resulting in over $700k annual cost reductions and 7 day reduction in processing time.>Performing in-depth data analysis to create both baseline measurements of process effectiveness as well as statistical models to predict impact of process changes. >Responsible for creating scope and plan for projects through collaboration with cross-functional teams, as well as designing methods to monitor process effectiveness and assisting business with implementation of identified improvements.>>Example of success includes creating business/system requirements for CRM enhancements based on call monitoring and analytics in order to reduce handle time in call centers with annual cost benefit in excess of $400k.

Responsible for restructuring and consolidating teams to support compliance, contact center process documentation and knowledgebase leveraged globally by more than 800 agents. Accomplishments include:>Successful integration of GE Warranty Management business, leading team responsible for migration of 20+ toll free telephone numbers, call center process creation and documentation.>Improved regulatory complaint handling process, eliminating late responses>Created strategy to improve effectiveness of legacy knowledgebase solution through standardization of program templates and streamlined organization of articles

Responsible for designing service strategies to reduce expenses while improving customer service, and supporting implementation of new service solutions. Accomplishments include:>Developed strategy to leverage regional repair depots to reduce freight expenses by more than $1 million annually while maintaining (and often improving) customer service delivery time.>Designed business requirements to transition on-demand services with a retail client and national service provider

Responsible for working with business and development team to create release schedule which bundled improvements and enhancements, considering business need as well as efficiency in development and testing for each release.Documented business requirements for IT development of Customer Relationship Management (CRM) system, including: >Increased automation of administrative processes>Admin screens/functions that promote flexibility and reduce dependency on IT resources>Collaborated with web development team on design concepts and implementation strategies>Orchestrated testing efforts

Responsible for the management of a national service network to support technology products for large retail clients, including both costs and quality of service delivery. Managed team of Vendor Liaisons who monitored open incidents daily to ensure achievement of cycle time metrics, as well as analyzed both cycle time and quality of service data to identify trends and opportunities. Responsible for negotiating contracts as well as designing service solutions for new products. Accomplishments include:>Key contributor in capturing business requirements for service delivery to support migration to new application.>Developed daily and weekly reports to manage service operations, including business rules to identify events which required special attention (and identifying the likely issue based on the associated data)>Monitored industry trends to adjust delivery methods, such as migrating from an advanced exchange delivery method for CRT monitors to offering cash value towards the purchase of LCD monitors with our retail clients.

Responsible for the management of a national service network to support technology products for large retail clients, including both costs and quality of service delivery. Managed team of Service Network Liaisons who monitored open incidents daily to ensure achievement of cycle time metrics, as well as analyzed both cycle time and quality of service data to identify trends and opportunities. Responsible for negotiating contracts as well as designing service solutions for new products. Accomplishments include:>Identified, organized, and managed the process of recovering losses from failing to subrogate against external warranties, resulting in a recovery in excess of $600,000 from one provider.>Developed severity reporting tool to identify increases in service costs at a granular level, and analyzed data to identify root causes and create corrective action strategies.>Assisted in the development of strategic solutions that reduced program severity from over $230 per claim to less than $170, resulting in more than $14 million in annual savings.(GE-Zurich Warranty Management was purchased by Assurant; this role transitioned into Vendor Relations Manager role upon acquisition)

Responsible for the management of the second level resource help desk which supported 200 technical support specialist. Created “rover” program to provide individualized training/support for first level agents while reducing in-bound handle time, reducing calls to second level support, and promoting atmosphere where agents solved problems independently. Implemented cross training to eliminate silos within department and increase utilization of agents, as well as reduce headcount while improving overall performance. Accomplishments include:>Increased personnel utilization and process efficiency in second level call center operations resulting in more than $2 million in annual savings.>Trained in Six-Sigma and passed exam; program abandoned by organization while in the midst of two Six-Sigma projects, both of which continued as process improvement initiatives that successfully improved service delivery and increased efficiency.

Member of task force responsible for internal auditing to support pending lawsuit involving disputed claims between the contract administrator and the underwriter. Audited claims to determine claim validity and underwriter acceptance by reviewing claim notes, contract history, and product information. Utilized CompTIA A+ Certification to provide expert, technical explanation and justification for claims. Organized and managed over 250,000 documents for pending lawsuit, which was settled to our benefit for over $60 million dollars.