Lead Customer Solutions organizational initiatives to implement an innovative, low effort client experience that proactively addresses consumer and agent insurance needs. Oversee multi-site center including Policy Services, Workforce Management, Underwriting, Rate Pursuit , Service Center and User Acceptance Testing. Act as “voice of the agent and customer” in designing and implementing client experience solutions that promote ease of use, improving efficiency, and increasing the use of Agency Interface and consumer self-service applications. Drive enterprise advancing initiatives across telephony, client experience, self-service and process improvement life cycles.

Lead Customer Solutions organizational initiatives to implement an innovative, low effort client experience that proactively addresses consumer and agent insurance needs. Deliver strategic operating priority of executing local, friendly and accommodating service leveraging technology. Oversee multi-site call center including Policy Services, Workforce Management, Underwriting, Rate Pursuit and User Acceptance Testing. Act as “voice of the agent and customer” in designing and implementing client experience solutions that promote ease of use, improving efficiency, and increasing the use of Agency Interface and consumer self-service applications. Drive enterprise advancing initiatives across telephony, client experience, self-service and process improvement life cycles.

Leads Waste Managements National Account Commercial program across Manufacturing, Industrial, Construction, Commercial Property, Food and Retail segments. Accountable for multi site 7x24x365 Contact Center providing locations with solutions for wide spectrum of waste and recycling needs. Manages relationship mangers that support corporate locations requirements including contract compliance, specification oversight, sales support and end-to-end process management. Oversees Client Solution’s consultant team providing national account relationships right sizing initiatives that optimize service execution, advancements to zero waste, reduce client costs while improving Waste Management margin. • Implemented process improvement and compliance initiatives that improved organizational profitability by over $20M• Led oversight in the reduction of outstanding Account Receivable by over $18M• Completed a process engineering of all contact center workflows and implemented new telephony infrastructure.

Lead Customer Service efforts to provide innovative, analytical and entrepreneurial customer service. Develop industry leading consumer interaction programs. Oversee multi site call center, policy services, workforce management, underwriting and rate pursuit. Act as “voice of the agent and customer” in designing and implementing customer experience technology initiatives created to promote ease of use, incorporating agent feedback, improving efficiency, enhancing coordination with Claims and increasing the use of Agency Interface self service model. Lead enterprise alignment process reengineering initiative across telephony, customer experience, self-service channels, output, underwriting, new business, renewal life cycle, customer communications and training.

Strategic leadership for multiple site contact center providing customer service to the firm’s policy holders. Oversee response center and operations including developing policies, procedures, customer contact strategies and standards of service. Responsible for delivering process transformation that will drive greater organizational efficiency while expanding our capabilities to deliver value to our customers. Managing underwriting activities and lead policy level coordination. Accountable for data integrity and collaboration on retention and billing advancements. Act as Voice of the Customer advocating to influence initiative development that will exceed the needs of our clients and fulfill the promise to have “people when you want them and technology when you don’t”.

Working for Top 5 Investment Management Firm to provide consultative expertise, driving out a service strategy for investors across all lines of products, businesses and service channels including Call Center, Web, Mail, Email and future social network opportunities. Hands on leadership to drive out analysis scoping, planning, service capabilities evaluation, hypothesis development including As-Is Modeling, Customer Voice, Competitive Research and future state definition.

Responsible for all Operations and Contact Center activities servicing Fidelity intermediary clients, including Advisors, Broker Dealers, Banks, Insurance Companies, Shareholders, Plan Sponsors and Participants in support of Fidelity Advisor and Retail Funds, 403B, 401K and College Savings programs. Responsible for process and product reengineering focused on quality improvements, problem resolution, Transfer of Assets and 529 College Savings program. Business sponsor of multi-year service desktop redesign covering all Transfer Agent functions resulting in both quality improvement and increased organizational capacity.• Appointed by FIIS President to co-chair the Client Experience Council. Developed communication strategy, facilitated implementation of Client Interaction Monitor and launched a cross-divisional client experience scorecard. Achieved 87% Service and 94% Sales top two box results.• Developed Process Reengineering Six Sigma team to focus on client, sales and operational pain points and developed a training curriculum in support of the FIIS organization generating over $5.0 million in budget or cost avoidance savings. Implemented Trail Blazing, large-scale workout process.• Provided Fund Board Service updates annually focused on client experience service advancements, competitive insight and efficiency improvements.• Managed Budget of over $34m and 300+ associates across multiple sites, inclusive of oversight over all outbound Shareholder communication.• Introduced organization’s first balanced scorecard.• Achieved 98% Quality and 89% Client Satisfaction results, highest in history of organization.• Chaired the development and implementation of an on-line portal to track and report all critical success factors from associate to organizational levels.• Implemented, in partnership with Learning and Development, a training assessment program to monitor associate retention progress on modules delivered.

Rose through a series of key executive positions during a period of rapid change. Involved in designing, developing and implementing multiple process improvements and managing resulting organizational changes as the company responded to new opportunities, business challenges, and industry growth. • Managed multi-site operations staffed by more than 700 employees working onsite, at home and on location at remote satellites.• Managed budgets exceeding $40M, balancing the importance of delivering a differentiated service experience to key customers while exceeding revenue goals. • Led development of work-at-home program, customer relationship system, desktop redesign, 529 and small business 401k initiatives.

Managed and directed Control Division responsible for daily reconciliation of share and cash positions for both the retail and defined contribution lines of business. Led Image Operations inclusive of lock box operations and electronic mail delivery across Transfer Agent. Directed Adjustment Operations, including tax reporting and correction processing.• Hired, trained and managed employees as part of internalization of more than a million customer accounts in support of record keeping, back and front office operations. • Represented the firm on Investment Company Institute compliance and tax committees.

Recruited into specialized leadership training program designed to infuse management ranks with professionals from outside the financial services industry and support explosive business growth. Managed Adjustment, Transaction Processing, Call Center, Retirement, Tax Reporting and Fund Liaison responsibilities for both direct and advisor-sold clients such as Merrill Lynch and T. Rowe Price.