• Developing Confluent's patient experience roadmap focusing on contact center and customer support strategy to optimize patient and provider experience.• Collaborating with Brand, regional leaders, and cross-functional teams to support patient scheduling capabilities organization-wide.

Built and lead global 24/7/365 Customer Support & Issue Management Team supporting Optum national care delivery organization virtual care strategy. Responsible for achieving world class customer experience capability for both our patients and physicians. Managed the call center and issue management budget as well as service level agreements with business partners and vendors.• Achieved World Class Call Center customer experience with a consistent NPS score of over 75 and overachieved client call center SLAs.• Reduce Call Center cost per visit by 41% by reducing costs by 34% while growing visits by 12%. Achieved it by deploying a new service model and leveraging AI/ML to understand call drivers root causes and deployed action plans to reduce contact rate.• Successfully managed a multi-million budget that included a 24/7/365 global call center and an issues management team of 90 FTEs.• Top performing Issue Resolution turnaround time across UnitedHealth Group with over 87% of customer issues being resolved within 48 hours.• Built Physician and Care Team Technical Support Model and managed the issue resolution service level agreements with both vendor and internal business partners. This model supported the organization through 4 EMR and 3 Telehealth platforms transitions.

Increased responsibilities within the Enterprise Capabilities organization leading multiple enterprise initiatives including Optum’s Enterprise Issue Management Capability. As the leader of Enterprise Issue Management, built a $400M business case, managed a $12M budget, and ensured Optum delivered on its performance and benefit commitments overachieving its 5-year business case.• Built Enterprise Issue Management Capability including building a $400M business case, business unit cost allocation model, managing budget and hiring team, managing vendor and business partner relationships.• Overachieved on performance metrics including 5-year business case and deploying best in class model across 85% of Optum’s businesses.• Business Process Architect that developed UHG’s definition of an issue, issue resolution KPI metrics & goals, and Issue Management Model, and EnterpriseNow Core Capabilities to improve our customer’s issue resolution experience based on customer market research, partnering with operational leaders across Optum & UHC, and leveraging industry best practices• Developed Optum’s Readiness Playbook and Operating Model working with team members and cross segment business partners to support both our Dedicated Business Readiness and Accelerate Product Readiness Capabilities. This enabled team to support the completion of 26 Readiness baselines and support 50 client and product launch engages over the next 12 months.• Led Optum Product Exception Team, to review sales requests, and worked with the product as well as operations business partners to decide whether to approve product exception requests for clients.

Process improvement leader supporting United HealthCare’s strategic initiatives including STAR Rating, CMS Remediation, and Affordability Programs. These programs were some of the most strategic programs for United Healthcare and were critical to United Healthcare’s growth strategy. Certified Lean Six Sigma Black Belt leading over 30 projects across multiple businesses and cross-functional departments within United Healthcare.• Delivered $96M in value by leading 30 projects for UnitedHealthcare using multiple Lean and Six-Sigma methodologies. Projects supported multiple functional areas including Claims Operations, Appeal & Grievances, Payment Integrity, OptumRx, and Product Operations.• Mentored and coached 4 team members to help them achieve their Lean Six Sigma certifications.

Increased responsibilities within Cardinal Health from a financial Analyst to a Senior Field Service Consultant working with Cardinal Health’s strategic clients. Led projects and initiatives in supply chain from some of the largest health system operating rooms, through distribution centers, and all the way to Cardinal’s manufacturing facilities.• Led 14 projects with strategic customers (contracts >$25 million) for Cardinal Health Hospital Supply Chain Services Medical Segment using Lean Six Sigma Methodology as part of Cardinal’s “At the Customer for the Customer Strategy.”• Delivered $21M in value, working across multiple Cardinal business units to execute manufacturing, distribution, and transactional projects utilizing lean six sigma methodology to achieve “Black Belt” certification.• Won Cardinal Health Top Gun Award for Co-leading the “Replenishment Center to Distribution Center Kan Ban” project by representing Supply Chain Services. The project developed a purchased parts replenishment pull system across manufacturing sites through distribution centers improving performance while reducing costs.• Mentored 6 consultants in process of achieving “Black Belt” and “Lean” certifications.• Data Integrity and Implementation Manager for InventoryLink which manages inventory within a hospitals operating room and connects it to Cardinal Health Just-In-Time inventory supply chain system. Lead implementations in over 20 states and 30 hospitals.