• Completed the build of a sales operations model – licensing and appointment, proposal database and response system, CRM database, sales reporting, sales compensation, broker bonus program, and implementation onboarding – contributing roughly $20 million in top-line growth in 2020• Demonstrated versatility and was promoted within 4 months from hire to the Executive Committee to lead the operational readiness plan to complete the build of the customer-facing model – integration capabilities for file feeds, billing and commission processing, further defined reporting and systems integration, day-to-day client support, recruited an industry-leading team of talent to support the operation• Proven success during the first year of onboarding by achieving a 90 Transactional Net Promoter Score (TNPS) from our customers and brokers• Constantly collaborating and influencing the build of other functions and responsibilities – renewal process, claims process, portal process, and stewardship• Built out a vertical market that was responsible for driving $1.8 million in initial sales

• Increased KPIs for claim readiness from 56% in 2016 to 72% in 2018, quality from 90% in 2016 to 95% in 2018 and TNPS from 20 in 2016 to 30 in 2018• Successfully implemented Salesforce technology in order to deliver new workflow and case details which directly improved productivity and timeliness• Led annual Kaizen events in order to drive associate-led changes to improve the customer and employee experience• Served as a mentor to multiple directors and managers

• Successfully directed the creation of a proposal style guide which drove the rewrite of more than 5,000 proposal responses and 200+ proposal exhibits, which helped sales across all markets meet goals• In partnership with sales, led a public sector strategy that contributed to $100+ million in annual top-line sales growth• Headed the deployment of new proposal software that contributed to a 20% increase in productivity• Created the Proposal Acquisition Contract role which flexed from proposals to implementation throughout the year, assisting both units by alleviating high-peak volumes and staff burnout• Successfully exceeded a 98% quality goal and 99% timeliness goal • Group Voluntary & Worksite Benefits Award Recipient, 2015 (awarded to top 1% of performers)

•Facilitatedend-to-end delivery of effective messaging internally (Sales and Service) and externally (Customers, Brokers, Consultants and Prospects).•Identified activities and initiatives that require Marketing engagement and oversight to ensure that the MetLife brand and value proposition is appropriately represented (e.g., customer communications).•Managed messages to the marketplace. •Ensured partners were appropriately represented in all marketing initiatives and in all relevant marketing communication materials. •Ensure proposal materials are current and reflect relevant product and MetLife messaging.•Provide Marketing’s point-of-view to be incorporated early into the planning process and initiative execution. •Act as the “Voice of Sales and Service” to Marketing to proactively influence and consult on marketing plans that support Sales and Service objectives and plans in order to achieve earnings, revenue and persistency targets.•Manage Channel and Regional Marketing plans and activities, including Market Research, that align with Sales and Service plans and initiatives. •Act as the Marketing Subject Matter Expert for assigned Sales and Service partners and triage all Marketing requests and questions.•View MetLife from a customer point of view in order to message the end-to-end MetLife story.

• Operated as an advocate representing the operational functions of the service organization to business partners, IT and eBusiness. Partnered with eBusiness and IT to develop short and long-term strategies to support continuous evolution of system and process improvements and/or replacements.• Implemented and led initiatives within Group Service to support eBusiness objectives. Analyzed demographic information and customer profiles in order to develop and support strategies.• Led and supported eBusiness application projects through the entire project life cycle including communication, testing, resource, risk, issue, timeline management and project documentation. Researched, developed and documented business processes and procedures. Re-engineered existing processes to gain efficiency. • Led and supported a team of eBusiness Subject Matter Experts to enhance their knowledge of eBusiness solutions and build a community of expertise within the Service organization. Implemented training strategies and oversaw the delivery of training.

• Analyzed premium, claims and demographic data to develop competitive premium levels for existing and prospective customers. • Served as the primary contact for 10-15 group life, dental and disability customers with lives ranging between 200 and 15,000. • Exhibited individual effort toward the achievement of all regional objectives with emphasis on revenue growth through additional product sales, expense control and profitability. • Organized and directed customer implementations while providing high levels of customer satisfaction. Loaded group level systems, prepared customer support documents and executed the enrollment plan. Made decisions and recommendations independently.• Prepared contractual documents.• Developed and led a team of eBusiness Subject Matter Experts.• Led a team of enrollment Subject Matter Experts. • Served as the team billing Subject Matter Expert.