Led a team of developers in an agile environment supporting the execution of multiple key Business Intelligence initiatives including dashboard solutions using BI tools and technologies. Managed day-to-day development of business intelligence technology solutions. Collaborates and communicates effectively and consistently with business partners to proactively identify needs, prioritize, and develop solutions. Ensures solutions are robust, tested and leveraging best practices and industry standards. - Automated team reporting to minimize manual steps by pulling data directly from external data sources.- Led risk review initiative to review potential risks associated with data handling, change management, separation of duties, etc. Worked with the Risk Team to determine risk mitigation tasks and implemented recommendations.- Led initiative to roll out the Metrics Insights application to Prudential’s US Businesses. The application served as a repository for all reports created or maintained by the Business Intelligence team. Rolled out to 2,000+ associates.- Worked to retire legacy data sources (i.e. Cognos, Clarify, & STARS) to a Salesforce based reporting solution. - Conducted monthly meetings with our USB Services leadership to provide visibility into work in progress and prioritize work in the pipeline based on value to the organization.

Led a team responsible for maintaining a project inventory for Prudential’s U.S. Businesses. Identifying project requirements, Identify appropriate resources, establish priority based on value. Communicate status with Business stakeholders. - Introduced the “Did you Know..?” initiative where we analyzed client data with a goal of identifying actionable insights & recommendations to our business partners based on our findings to increase efficiencies, reduce risk or reduce cost.- Performed analysis if outbound communications for Prudential’s U.S. Businesses to identify potential cost reduction opportunities. Build reporting solution to allow visibility into associated costs and track progress for paper reduction initiatives.- Standardized Prudential’s service guarantee process for Retirement Services resulting in reduced delays in capturing service guarantee metrics, increase accountability, and increased speed of escalation for incorrect metrics.- Administered local SQL Server Infrastructure in support of the Business Intelligence Teams reporting and analytics initiatives.

Led a team of 28 processors supporting Policy Holder Services, Complex Processing and Billing functions for the Prudential client with responsibility for process optimization, cost reduction, internal controls, procedural compliance and meeting or exceeding established service level goals.- Reviewed existing procedures to identify process improvement opportunities. Reduced process costs introduced controls and monitored to ensure all critical tasks were performed within standard.- Reviewed state legislation to ensure procedural compliance and coordinated with internal partners to ensure alignment and consistency with procedures.- Instrumental member of project team responsible for transition all functionality existing on Prudential systems to Capgemini including reengineering systems and processes to the Capgemini environment.- Worked with Compliance Team as well as the customer directly to address customer complaints.- Created detailed capacity models for the Policy Holder Services (PHS) team to determine appropriate staffing levels and identify resources required for outsourcing initiatives.- Supported resource and work allocation projects including project to move transactional work to offshore resources, working with offshore teams to establish workflow, training, reporting, and service level standards.- Redesigned the LTC Complex Processing and Policy Administration teams to better align work with skillset of workers. Reviewed and created process flows and SOP’s for most functions and implemented changes to processes to improve efficiencies.- Automated team reporting to minimize manual steps required to generate reports and eliminated manual entry by pulling data directly from external data sources.- Served in the Service Delivery Manager capacity for a Hospital Indemnity product being rolled out to members of the American Association of Retired Persons (AARP) on behalf of our United Healthcare Client.

Leading a team of analysts in the Long Term Care (LTC) Division responsible for administering the Inflation and Rerate processes for Prudential’s LTC products, coordinating with internal partners to ensure consistency in procedures and investigating Complaints from Policy Holders.

Leading a team of developers that support an audit team charged with auditing medical data for a top five U.S. healthcare insurer. Focused on the professional development of my team perpetually raising the bar. Collaborate directly with business partners to define business requirements. Utilize business understanding to automate workflows. Perform complex data aggregation and data validation on large volume data sets (1+ billion row tables). Drive continuous quality improvement. Execute data mining techniques for advanced analysis of data and report generation. Source and hire the best and brightest programmers/analysts.

Forecast and track call volumes as well as the day-to-day execution of Prudential’s contact centers (7 contact centers and 1000+ agents’ nation wide). Serve as a liaison between the contact center and the systems organization. Automate manual processes using VBA. Implement Web based reporting using ASP and HTML. Develop processes in MS Excel and MS Access using VBA that improve efficiency by eliminating repetitive tasks. Create stored procedures and data transformation services (dts) in SQL Server. Act as DBA for division’s three database servers. Provide ad-hoc reporting for contact center as well as transactional areas. Prepare detailed procedural documentation for support of homegrown and third party software products.