Currently accountable for the transformation of UHC Shared Services organization to a product and customer-centric delivery organization. This includes driving collaboration with architects, program leadership, business product managers and executive sponsors in product model development. Responsible for the development of an operating framework that enables teams to transition to a product and agile delivery framework through tools, process, and people. My mantra with the team is “progress over perfection”. Developed and implemented a new program management office for UnitedHealthcare Technology including standards and best practices for Program Management. Partnered with senior leadership to develop the mission, values, and operating model to improve employee engagement and partner satisfaction. Directed initiative in the development of program management playbooks based on PMI standards.

Delivered substantial impact to the cost effectiveness and efficiency of our technology operations. I led several cost savings programs that transformed our business model for technology delivery. Through strong relationships and partnership I led teams to improve the financial performance of our organization, increase engagement of our global workforce, reduce our dependency on contract labor, and improve our financial and workforce forecasting.

Developed and rolled out a standard method for our business teams to submit, review, prioritize, and approval capital investments. I led the annual capital planning process and monthly updates with finance and the executive team to objectively review and make decisions on capital investment based on quantitative and qualitative benefits. In this role I was able to build a foundation for future financial and business decision making through use of data analytics.

Managed a team of 15-20 business analysts and quality assurance professionals to deliver capital investments for Optum Care Solutions. In this role I led the team to implement standards processes and tools to capture business requirements and developed a regression test lab to increase test automation resulting in reduce cycle time and testing costs.

Promoted to Manager of Claims Operations and led a team of 50+ as a result of implementing several process improvements that increased the effectiveness of the claims processors. As a result of the process improvements and reporting I implemented; the team was able to more effectively prioritize work and anticipate claims volume inventory. All operational metrics were significantly improved. TAT, Days Inventory, Adjustments, etc.

Led a team of application developers to build custom systems to support the call center operations and benefit operations teams for UnitedHealthcare. While this was the first time that I led a development organization, I was able to draw upon my prior experience in quality assurance and process improvement to improve the performance of the team. I was also able to work closely with our business partners to improve relationships and trust so the teams could more effectively work together to achieve our common goals.

Managed a team of 10-15 Quality Analysts who tested proprietary software in the telecommunications market. Implemented process improvements to shorten testing timelines, streamlined regression testing process. Managed relationships and partner testing with various telecommunication clients including Verizon (East & West), AT&T, Qwest, and SBC.

As a consultant I provided business analysis and quality assurance services to various clients. Created business continuance and disaster recovery planning for the financial service sector. Performed quality assurance and test planning for a violations bureau systems in the government sector.