Senior level operations, customer experience, product, leadership and strategy expert helping businesses run better through strategic consulting and interim executive services in the software / technology / services sector; focused on providing value by helping companies identify areas where technology can improve efficiency and customer experience, while then helping to redeploy human capital to their best and highest potential. Areas of Expertise:• Strategic Analysis• Change Management • Program/Project Management• Customer Experience Excellence• Systems Integration • Org. Design and Reengineering• Growth Planning

Delivering program content in connection with Rev1 Concept to Customer Bootcamp and Serving as an Advisory Partner for Rev1 Customer to Capital Accelerator

We provide comprehensive finance, operations and administration services for private and pre-IPO companies. When you're ready to build out your people, process and systems, we can help. Our experienced COO Solutions team can assess, design and execute with you as you grow and scale

An analytics company turning physiological data from wearable devices into actionable insights to help mitigate risk

Cultivate is a small business incubator & co-working space with amazing resources to help you launch and grow your business. We have space for teams of 1-5 employees.

Management Consultant focused on Go-To-Market initiatives, including, the 2022 Footwear launch; partnering with Customer Experience, Branding, Merchandising, Product and IT in order to ensure a successful Supply Chain delivery of product to both the Retail and Ecommerce consumers

LOUD Capital is a Columbus, OH-based venture capital partnership focused on investing our time, capital, and access to our networks in order to increase the likelihood of success for our portfolio companies. We invest in high-growth companies at all stages. We look for opportunities to invest in visionary founders and boast an investment portfolio that spans dozens of companies around the world.

Program Manager responsible for working with both business stakeholders (Legal, BPO, Operations, Technology) and franchisees who were purchasing 400+ restaurants following a large franchisees bankruptcy. Assisted with contractual transition service agreements and leading project managers and other business stakeholders through the operations and technology transition transferring these restaurants to 6 new franchise owners

Assisted the Logistics team with courier sourcing, contract negotiations and other daily operational service components.

- Lead the RFP process to evaluate and choose a new Order Management System (OMS)- Conducted a gap analysis related to Store Inventory Management and eventual 3rd party vendor selection- Acted as both a Project Manager and Product Owner in an Agile environment for the Store Inventory Management (SIM) implementation throughout 2019- As the Product Manager, assisted the business with making decisions related to strategic applications of the SIM App to support stores in the most efficient and cost effective manner possible- Supported the brand Operations and Technical teams through expertise in their SIM solution - Managed and analyzed post go-live defects; assisting client partners with prioritization of tickets- Responsible for taking ownership of, solving and completing root cause analysis of SIM platform problems escalated by the Brands - Provided regular status updates to brand leadership team on performance, issue resolution and introduction of best practices and improved workflows- Successfully implemented the SIM App for all stores in less than 6 months and in over 850+ stores

Providing business operations product direction and support for implementation of a new ATG website and Order Management System (OMS); integration for the call center (BPO) and distribution center; business and IT readiness related to distributed order management (DOM)- Supporting Justice, Lane Bryant, Catherines, Maurices and Dressbarn brands

Provided strategic advisory services; market research, product development; IT integration support and business development. Med-Compliance IQ is a healthcare IT startup with technology that originated at The Ohio State University Medical Center. Our first product, WoundWise IQ, is an imaging and analytics solution that will streamline the workflow to measure and document chronic wound data, thereby, leading to better patient care. Want to learn more? Let's talk!

Guided the direction of the Residential Energy internal Sales and Service departments; including the Solutions Center, Customer Experience and Quality Assurance teams, Loyalty & Retention and third party telemarketing departmentsDirected a team of 5 Managers with a span of control of 130+ in Dublin and 100+ with a third party telemarketing vendor; with an operating budget in excess of $10M+Centralized the Customer Experience/Quality Assurance department to ensure all operational processes were managed according to federal, state and other regulatory guidelines; as well as, internal policies, procedures and controls; leading to improved customer service and complianceFacilitated the development of business unit plans and objectives; managed operating and expense budgets for multiple departments; and ensured service delivery met or exceeded client expectationsMember of the Merger and Acquisition team responsible for integrating Border Energy over to IGS Q4 2014Engineered the plan to eliminate a third party vendor in the Philippines; bringing a majority of the work in-house without having to add FTE, leading to a cost savings in excess of $500,000Executed the re-organization of our CA telemarketing vendor with a focus on an improved customer experience and a reduction in staff due to more targeted marketing; saving over $1.2M in annualized savings and improving customer retention by 7%Accelerated the training of new products within the Solutions Center adding another sales tactic to the organization and generating another 10% of margin for our Home Services DivisionIGS Energy recognized in 2014 by J.D. Power as the #1 Residential Electric Service Provider based on customer service provided by the Solutions CenterCoordinated the creation of a secure PCI environment in house in order to accept credit card payments

*** Originally was Modern Medical, Inc. which was sold and eventually became Optum in 2014 ***Reported directly to the Modern Medical CEO and participated as a member of the Executive team responsible for developing and setting future company goals and objectivesGuided the Pharmacy and Specialty Service call center and distribution operations for the worker’s compensation and no fault auto industries; as well as, directed the Compliance and Network Development departmentsLed the Compliance and Network Development departments, responsible for all licensure and regulatory adherence, as well as vendor contracting and ongoing relationship managementSpearheaded regulatory initiatives focusing on State Reporting and Claims Clearinghouse improvements, EDI enhancements for improved billing and claims remittance with payors and TPA'sMerger and Acquisition experience; member of the Senior Leadership team responsible for ensuring the sale of Modern Medical to Healthcare Solutions (eventually Optum) was a successMember of the Technology Steering Committee; responsible for improving and automating the overall systems in order to add additional customers without having to add additional FTE; including a customer who added over $7M in revenueMember of CompPharma; a consortium of PBM’s that identified industry-wide problems and then developed solutions to help control costs for the entire membership and their clientsDirected the organization through the HQAA Medicare Home Medical Equipment Certification required by the Ohio BWC

Directed all day to day operations functions within the contact center to ensure effective quality service delivery to our customers and partnersCultivated a team of 3 Managers; span of control 200+ with an operating budget of $15M+Sponsored and championed successful client implementations of new or enhanced services Contributed toward overall profitability and high quality by managing operations effectively and strategically identifying opportunities for cost reduction with a focus on process improvement, individual and team performance, and fiscal management Revamped and improved card center processes that lead to streamlined workflows, elimination of a back-log of work and a better customer experiencePartnered with our Regulatory and Compliance teams to ensure the contact center maintained PCI Compliance and that all credit card transactions were secured

*** Originally Progressive Medical, Inc. which was sold and eventually became OptumRx *** Overall responsibility for the Pharmacy programs and services; including, retail and home delivery call center, home delivery pharmacy operations. This would also include identifying opportunities for process efficiencies, streamlining roles and responsibilities and working toward increased compliance with client contracts while working to exceed our established goals and exceeding the expectations of our customers.Guided the retail and home delivery pharmacy client services departments; including Script-Wise Mail Order Pharmacy, a wholly-owned subsidiarySignificant involvement with operational process analysis including identifying opportunities and leading efforts to improve both manual and technological processes that included the replacement of the front end home delivery pharmacy softwareRe-negotiated a contract with Cardinal Health that included funding to replace the home delivery front end softwareParticipated in the URAC, HIPAA and Pharmacy Oversight Committees; served as Client Services lead in order to seek URAC accreditation

Evaluation of business performance, organizational design and business risk management capabilities to formulate actionable business transformation plans.Provide business process management and technical consulting and expertise to management in resolving complex business problems.

Coordinated and managed office operations for Disability and FMLA administration with a staff of over 50 associates.Developed business unit plans and objectives; managed operating expenses consistent with annual plan needs and client service requirements. Monitored and measured the quality of all claim services to ensure compliance with customer contracts and Performance Guarantees.

Fostered relationships with Ohio self-insured customers; accomplished by participating in risk planning sessions, claim reviews, and preparing customers for audits conducted by the State of Ohio.Managed the activities of three claim service teams to ensure satisfactory delivery of claim services and products.Performed administrative and training functions to ensure compliance with regulatory and company standards.

Owner and Operator of a residential and commercial landscape maintenance company