Connections was established 1981 as an organization to support at-risk youth in Comal County has expanded to serve 17 counties with counseling, prevention programming, an emergency children's shelter and a youth transitional living program.https://www.connectionsifs.org/

•Developed the Existing Member Acquisition vision, strategy and implementation plan to drive increased product throughput while improving member experience by creating a discrete contact center to handle acquisition intent member requests. •Increased time size to over 450 since inception while contributing 45K incremental products to overall production. •Executive sponsor for a number of key efforts to include Hours of Operation assessment and implementation, enhanced IVR routing for improved call containment, and various staffing/capacity actions to improve contact center optimization. •Selected to represent Distribution and Service on the creation of the Enterprise Member Contact Scorecard which required presentations to the P&C President, CEO and Executive Council.

•Defined and implemented a Mission Control strategy and vision of a proactive approach to unplanned injects impacting the contact centers while balancing member and employee needs to improve real time management (RTM) contact center performance. •Redesigned the contact center escalation process leveraging interval ASA performance vs. end of day MSI projections resulting in a shorter response time to escalate by ~2 hours and clearly defined path to de-escalate as conditions returned to a tolerable range. •Influenced MSR Tools team to fund and develop Major Incident and Mission Control dashboards, allowing our RTM resources to have a full view of contact center conditions reducing reliance on multiple sources of input.

Lead adaptive planning efforts for New Member Solutions, Retail Banking, Lending Solutions and P&C Insurance sales and service operations with total G&A in excess of $1B while providing oversight in capacity balancing/utilization among contact centers. Additional key responsibilities were to provide leadership to project and program management resources aligned to the various LOBs and operational reporting/analytics governance.

Executive leader for insurance/banking sales and service operations responsible for compliance/risk mitigation, sales supervision, agent licensing, front line training planning/strategy and contact center capacity planning/execution for a team ranging in size of 500 to 2500 located in San Antonio, Cororado Springs, Phoenix, and Tampa with total G&A budget of over $102M.

Accountable executive for San Antonio and London, UK operational centers managing a personal lines book of business in excess of £60M in written premium with a portfolio of £75 with 170 employees in both locations including sales/service, claims, finance, HR and administrative support whose mission was to serve our members located outside of the United States.

Executive responsibilities for the San Antonio and Phoenix contact centers with 700 employees (450 in San Antonio and 250 in Phoenix) supporting sales/service of personal insurance LOBs during non-traditional hours of operations to include nights, weekends and holidays.

Lead San Antonio International Policy Service contact center with 7 direct reports and 100 MSRs who were responsible for insurance sales and service for our members outside of the United States.

Provided oversight for change management staff and development of communication and materials related to various product/project rollouts and process changes, business continuation planning and operational management support.

Lead operational budget planning of indirect expenses for P&C SVP of Operations as well as the P&C small project (less than $100K) budget request process, provided project/program management support and assessed workload impact on frontline resources of project/program implementation.