In this current role, I spearhead end-to-end service strategy optimization, significantly enhancing customer experience, driving operational efficiency, and scaling value, resulting in improved customer satisfaction and increased operational output. I govern execution of initiatives to elevate net promoter score, decrease contact rates and repeat calls, and enhance digital and self-service utilization, leading to higher customer satisfaction and reduced operational costs. I regularly prepare and deliver presentations for quarterly and monthly business reviews, providing actionable insights and strategic recommendations, resulting in informed decision-making and improved business outcomes.The achievements for this tenure include:• Secured over $1.5M in capital for strategic backlog design, fostering innovation and ensuring project alignment with business goals, leading to accelerated project delivery and enhanced financial performance.• Engineered and launched comprehensive service strategy for business products and processes, introducing a pioneering value-based care model, chat support, and member incentives programs, resulting in increased customer engagement and loyalty.• Orchestrated strategic guidance and oversight for daily consumer service operations, influencing management of 700+ advocates.• Spearheaded daily leadership huddles, call calibrations, and advocate focus groups, enhancing service quality and operational efficiency. Collaboratively set and guided execution strategies, significantly boosting performance metrics and aligning with organizational goals.

Here, I orchestrated cross-functional teams in call, claim, appeals and grievances, billing, and enrollment, ensuring seamless, efficient operations, and delivering superior performance, leading to enhanced customer service and streamlined processes. I have managed operational portfolio and developed comprehensive staffing plans, optimizing resource allocation and workforce productivity, resulting in improved operational capacity and cost efficiency.The achievements for this tenure include:• Designed strategic operational training programs for member services and business operations, collaborating with learning solutions and workforce management to ensure successful implementation and effectiveness.• Directed line of business operational start-up and growth, enhancing efficiencies and boosting NPS by over 40 points within two years, resulting in substantial improvements in customer satisfaction and operational effectiveness.• Conceptualized and implemented member experience surveys and consumer insights reporting, along with journey mapping, yielding valuable data for strategic enhancements and elevating overall member satisfaction.

Developed and deployed automated tools to monitor data sets, identify compliance risks, and communicate results, collaborating with teams to proactively address and remediate risks, resulting in enhanced regulatory compliance and operational efficiency.• Steered design, development, and implementation of Operations Medicare & Retirement CMS External Audit Readiness Program for audit preparedness and reducing compliance risks.

Here, I cultivated and managed strategic business partner relationships to proactively prepare for external regulatory audits, enhancing readiness and minimizing potential compliance issues. I have evaluated and provided actionable feedback on performance metrics and supporting processes, effectively minimizing audit risks and improving overall compliance standards.The achievements for this tenure include:• Led corrective action remediation and validation processes, ensuring timely resolution of issues and maintaining high compliance and operational standards.

In this role, I directed and oversaw all regulatory audit activities from initial notification to audit closure with keen focus on thorough preparation and successful audit outcomes. I have assessed and clearly articulated compliance requirements, effectively communicating audit results, leading to enhanced understanding and adherence to regulatory standards.The achievements for this tenure include:• Supervised corrective action remediation efforts, collaborating with external regulators and contractors, culminating in timely and effective resolution of compliance issues.