• Design, implement and coach modernized service oriented approach and tools to the business analysis and technical development teams supporting DHHS.• Survey, interview, research and analyze current state. Identify opportunities for process improvement and strategic redirection to address customer and organizational needs.• Provide leadership coaching to IT management and executives related to strategic planning, forecasting, portfolio management of IT development, and management approaches. • Manage team of consultants to deliver iterative program improvements increasing the project thru-put and velocity of the system development teams.• Serve as interim relationship manager with Division/business leaders to ensure alignment in priorities and approach.• Lead Change Management practices to support the implementation of new strategic approach.• Oversight and leadership of escalated customer requests and incident response for technical teams.

Member of executive leadership team reporting to CEO with oversight of 165 employees and $40m operating budget including $18m IT budget. Leadership, mentoring and development of high functioning team responsible of Information Technology, Strategic Projects and Customer Experience (Service Operations). Key driver of enhanced strategic planning and technical strategy development for the enterprise. • Successfully established and lead program development process, incubating new teams to include ISMS, VMO, Change Management, Strategic Communications, Quality Center & Training to maximize efficiency and support organizational change• Obtained board & executive level support for Customer Service stabilization plan to support sales goal, stabilize teams, optimize service within current system capabilities to reduce call handle time, increase speed of issue resolution & increase customer satisfaction• Lead transition from outsourcing to insourcing of Information Technology team with 100% employee retention & zero gap in service or tech availability• Created, staffed, & operationalized the Strategic Project Management Office and Innovation Lab teams resulting in an increase in project throughput of over 200% • Partnered with outside vendors for technology & distribution, from contract to service management, in support of technology stabilization efforts resulting in completion of over 40 technical debt & support risk mitigation initiatives, resulting in long term reduced operational costs for the organization • Approval, funding & implementation oversight for cloud based phone system, enrollment webbased technology platform & online payment solutions providing configurable call management capabilities in support of hybrid/remote work environment increasing efficiency by approx. 20%• Executive Sponsor for admin system replacement project providing end to end capabilities from Quote to Claim, completing ideation to successful contract negotiation in under 12 months

First non-family executive reporting to Owner/CEO responsible for company growth, client service delivery, project delivery, and program development teams related to Case Implementation, EDI, Enrollment Platforms, Resident Builds, Project Management (PMO), Customer Reporting, and Data Management/IT-Enrollment Support; managed 15 consultants and $8m operational budget• Led program exploration and creation work for Case Onboarding, Service Management, Implementation Management, PMO, and SPO organizations for Boston Mutual Life Insurance, representing contract additions and increased revenue of 20% • Assumed ownership of client operation team, reorganized process and reduced headcount resulting in 25% cost reduction for client • Responsible for continuous improvement of internal and client focused processes by conducting after delivery assessments, implementing value add changes and training teams on lessons learned • Implemented and led the Strategic Project Management Office (SPMO) for group insurance provider leading to standard project proposal and decision making processes to align with corporate strategic vision• Provided Account Management and coaching for strategic prioritization, cost benefit analysis, benefit realization and project roadmaps ensuring customer satisfaction • Managed and mentored staff for presentation skills, executive presence, project management, team and client relations

Responsible for client service delivery, project delivery, and program development teams related to ISMS, DR/BC, Case Implementation, EDI, Enrollment Platforms, Resident Builds, Project Management (PMO) and Customer Reporting.

Member of Extended Executive Leadership Team responsible for strategic discussion and leadership of key corporate initiatives. Core Project Team Member for Strategic Organizational Change Management project. Customer Centricity/Customer Experience Advisory Board Member. Created and lead team responsible for Strategic Trading Partner Relationships, Client Escalations and Complex Case Management• Awarded the company Cornerstone award for achievements in innovation, implementation and leadership• Maintained business operations with the highest staff retention rate (95%) for five consecutive years• Created three new positions within team structure and led a 200% growth in staff on the EDI Team within two years• Managed the implementation of the new EDI transaction management system technology and business process, including creation of metrics, control plan and reporting, resulting in 15% increase in transaction automation, 70% increase in quality and reducing turnaround time by 98%• Oversaw team responsible for creation of workflow database to efficiently distribute work action and reporting resulting in up to 25% reduction of turnaround times and transaction cost.• Provided direction on the execution of multiple concurrent strategic projects to re-engineer business processes; including recommendations for people, process and technology, including EDI Transaction system, new product rollout for Accident & Critical Illness, launch of Lincoln4Benefits.com and FMLA administration services.• Created business relationships with key data providers and foster partnerships to increase efficiencies, reduce costs for mutual clients, gain ease of entry into key marketplaces and improve communication, including working with ADP to reduce standard file layout variations by 50%

Provide subject matter expertise, provide leadership and direct and guide the work efforts on complex team projects/initiatives for assigned area(s) of responsibilityLead the efforts of the project teamsPartner with Project Management Office (PMO), Strategic Program Office (SPO), Business Solutions Organization (BSO) and various Operational Leaders to ensure the intent of the project(s) are being met and that the capabilities desired are delivered on time, within scope and budget.

Responsible for managing the technical setup, support and relationships with vendors, brokers and employers for software solutions and services, with an emphasis on the transfer of data surrounding enrollments and payroll. Proactively research and propose future functionality and services that Group Protection IT should provide to best support our Group Protection customers.Work directly with various business users to ensure vended technical solutions are aligned with strategic business initiatives.Assists with vendor solution evaluations, recommendations and selection; participates in RFI/RFP process.Supports contract and licensing negotiations and management.Acts as liason with Information Security to ensure all security requirements are satsified; support audtis as required.

Communicate with leaders throughout Lincoln Financial Group and external clients, including participating in group implementation and onboarding; Responsible for best in class service to Key Brokers, Marketing Sales Representatives, Account Managers, Clients and end customers.Strategic planning to gain efficiencies and market share through use of EDI technology and TPA/Aggregator business partnerships. Responsible for delivering process improvements to increase ease of business and ease of integration, while reducing internal expense.Manage cross-functional projects integrating technology, automation and customer service objectives; to include: Development of EDI file transfer process for new product lines; creation of outbound payroll/deduction files to support employee paid products; EDM Enhancements/Customer Connectivity project to increase automation from 75% to 95% of inforce transactions; developed business requirements, coordinated testing with IT and SMEs, engaged training for documentation & process training.R.E.D. – LFG’s Young Professionals program; served as founding member; presentations to executives on benefits and implementation plan; serve as Chair of Executive and Steering Committee; participate in Greater Omaha Area Council of Companies committee

Responsible for people management & process development of team of front line customer service representatives; responsible for leading a team of front line account managers in one-stop resolution customer service management of top tier of eBay and PayPal buyers representing 60% of total buying dollars on site while maintaining 95% phone customer satisfaction rating

Responsible for sales management of over 80 product lines sold in the AAFES exchanges in military installations located in seven cities throughout southern Germany; regular interaction with executive level personnel and sales management teams

Maintained annual operating plan by updating enrollments, revenues and expenses; prepare summary reports for the director and campus administration; analyze variances and recommend corrective action; negotiated with German vendors and advised Director and Program Coordinator during reorganization of OU Europe Theater