With over 29 years of experience in the healthcare industry, I am a seasoned operations leader with a proven track record of driving transformational change and improving operational efficiency. I have extensive expertise in pharmacy benefit management (PBM) operations, including contact center, utilization management, and third party offshore vendor management. I have successfully led business teams through mergers and acquisitions integrations, business process re-engineering, and clinical product development programs. My mission is to deliver high-quality, cost-effective, and customer-centric healthcare solutions that meet the needs and expectations of clients and members.As the Vice President of Service Operations at Evernorth, the health services segment of Cigna, I was responsible for leading the coverage review operations and the PBM communications experience delivery team, handling over 7 million coverage review requests and over 400 million customer communications annually for both Cigna and Express Scripts delegated clients. I also successfully led business teams through mergers and acquisitions integrations, business process re-engineering, and development of clinical programs. My mission is to deliver high-quality, cost-effective, and customer-centric healthcare solutions that meet the needs and expectations of clients and members.