Consulting in various spaces of FinTech, AI, Insurance Operations, Service Operations, Customer Experience and Practice management. Currently working on transformation and digital adoption efforts at Veterinarian practices.

Responsible for modernizing the insurance contact center ecosystem and supporting new business proposals, forecasting and pricing. Efforts included designing and delivering a single integrated software solution with a hybrid digital - human agent interaction model leveraging conversational AI.

Responsible for strategy, planning and transformation program for the US Group Benefits, P&C and MetLife Holdings (Retail Life & Annuities) customer experience across all channels representing 1400 employees and 6+ sites in the US and overseas. In this role, she successfully led the customer and digital experience transformation for the service organization delivering an increase in NPS by +40% NPS and lowering unit cost by -20% (over $120M in annual savings). Efforts contributed to MetLife's enterprise strategy to improve experience and margin. • Delivered on the strategic initiative portfolio’s multiple priorities and $120M in savings commitment by establishing strong partnerships, benefits realization framework, and change management governance. Programs include tech modernization (Salesforce CRM, CIVR, Nice, KM.), real estate optimization (consolidation, outsourcing, hub build), product divestiture (part of a $6B sale), omnichannel design, L&D, workforce retention, and JD Power.• Partnered with Tech Ops functions to deliver end to end solution designs and translate requirements• Accountable for the financial processes including annual planning, forecasting, financial analysis & insights, project savings estimations, and executive reporting/ communication.• Leveraged advanced analytics to monitor KPI / CX performance, synthesize data, and create actionable insights driving continuous improvement efforts.• Assessed opportunities for developing business cases and solution designs for executive leadership.• Advised on best practices and standard operating models for global process roll-out.• Responsible for employee engagement activities and the development of retention programs.• Managed vendor outsourcing, performance, RFP process, TSA and SLA creation, and contracts.• Oversee call center day-to-day operations (reporting & analytics, workforce, hiring, training, L&D).

Planned and executed redesign of the service delivery model supporting the managed recovery program, a full service testing and disaster recovery program for top tier customers. Effort focused on improving the engagement model and capacity planning model for the large architect team. Results included 20% improvement in resource capacity, a consistent engagement approach and an automated testing process

Focused on an ALICO international strategy framework for evaluating and managing new strategic investments across M&A, Growth, IT, and product groups. Work included integration of the Strategic Initiatives Office set up to manage 200+ strategic projects and $700M+ in investment in over 50+ markets. Assisted with integration efforts post Metlife purchase of ALICO in 2010.

Responsible for ALICO shared service improvements and identifying ops cost saving opportunities. Efforts included process mapping and standardization of the LATAM core operations capabilities (using ACORD), implementing a international governance policy and automating a multinational reinsurance reporting process across 100 countries

Consulted with business owners to identify, assess and develop improvement projects to deliver an integrated cash management workflow across multiple retail locations. Primary initiative resulted in DSO improvement estimated at $5M. Other continous improvement initiatives included job to order fulfillment process, ISO 9001 certification and training new group in six sigma practices.

As a member of the BPM consulting group, I consulted with companies on end to end process improvement with a focus in supply chain distribution. Responsible for all client engagement, project management and contract management activities

Led logistics technology (Roadnet/ Omni tracks) shared services implementation for a $10M Healthcare services contract, including software install and training. Responsible for the HIPPA conversion of customer information and logistic algorithms of over 2000 wireless devices