Currently in a senior leadership role that leverages proven success as a solutions-minded, process-efficient leader, skilled in financial management, operations management and service delivery. Responsible for 250+ associates charged with auditing, collections and recovery, imaging, quality assurance, cost avoidance, client management, and IT delivery.* Providing leadership and guidance to the Healthcare Payer Accounts Team, enabling them to achieve both short and long term goals, both operationally and financially.* Develop and deliver on overall delivery strategy that ensures teams exceed performance targets, grow revenue and maintain expenses within budgeted levels.* Implementing a culture of continuous improvement within the Delivery & Operations Team and enhance the operating and delivery models that maximize performance and prepares the team for future growth.* Coach and develop the leadership team, providing stretch assignments and challenges that allow for professional growth.* Effectively partner with all business areas, which enables a seamless solution to clients and ensures high customer satisfaction.* Establish business plans that mitigate risk. Lead efforts to address issues promptly within the organization, limiting impact to clients and implementing preventive measures to avoid future challenges and further strengthening the operational foundation of the functional areas.* Adopting advanced technical applications and functionality to streamline processes and drive down cost. * Lead business development efforts with both prospective and existing client that enables future growth while exceeding the needs of the clients.

* Successfully centralized 5 disparate departments into a unified quality organization sharing common vision and goals.* Created new quality program for the Specialized Financial Services organization that mitigated risks and enhanced the capture and reporting of Key Performance Indicators (KPIs).* Drove 4 key continuous improvement initiatives to enhance the employer case installation process and eliminate customer dissatisfaction issues. *Led a virtual "Work at Home" Healthy Life Team in providing tools, methodologies and best practices to help achieve a productive work/home balance.* Developed and presented business case, gained approval, and led the expansion of claims operations in the Philippines that enabled the offshoring of more complex medical claims.* Directed year-long strategic initiative to develop and deploy an offshore claims processing site in India. * Led all efforts to establish standardized tools and methodologies that provided a repeatable approach for offshoring future operations.* Managed the deployment of new EDI vendor 2 months ahead of schedule.* Established and led Quality Reviewer Oversight Program for initial offshoring of claims processing operations to partner in the Philippines.* Core member of team credited with defining and executing strategy to transition quality audit operations and teams to other claims and call center sites throughout the United States, resulting in reducing operating costs.* Introduced and oversaw the adoption of quality standards and best practices into the Columbus Site's claims and call processing operations, reducing risks and enabling the achievement of regulatory compliance.

* Selected to newly established Corporate Operations Quality Office, received Six Sigma Black Belt training, and advocated and led continuous improvement projects across the organization to achieve operational excellence. * Developed strategic plans and operating framework for the Quality Office to foster a culture of continuous improvement. * Pivotal role in developing and implementing quality metrics and technology platform for Corporate Operations.* Full management accountability for Deposit Operations-staff of more than 100 associates through 5 direct reports-servicing 1,200 branches in 6 states. * Collaborated with leadership to develop service quality initiatives to enhance financial performance and customer satisfaction. Managed annual budgets of $5+ million.* Developed, coached, and led 6 section managers in consistently achieving established service quality, productivity, and financial goals. * Recruited for and completed 24-month management training program within 18 months. Chosen into high-profile role to centralize and manage savings control operations for affiliate branch network within 6 states. * Managed team of 50 savings account specialists and annual budget of $2.5 million.* Managed the successful integration of teams, technologies, and operations, following the acquisition of 3 banking institutions with minimal disruption to client services.

* Lectured classes on air traffic control operations, policies and procedures.* Full classroom management; developed course syllabuses; prepared, administered and evaluated examinations and quizzes.

* Radar Approach controller and Control Tower Operator; provided radar approach and departure control service for all military, private civilian and commercial aircraft arriving and departing Grand Forks Air Force Base and Grand Forks International Airport.* Monitored aircraft, airport lighting systems, electronic landing and navigational aids. Issued clearances, radar vectors and traffic information; coordinated flights to prevent accidents and minimize delays.* Personally trained and supervised activities of up to six Controller Trainees per year; conducted intensive training on systems, procedures, and handling emergency and other stressful situations. Monitored and evaluated performance.