• Work with small to medium sized business owners to provide Strategic Planning, Profit Optimization, Leadership Coaching, Process Improvement, Sales Performance, Organizational Engineering, and Succession Planning.• Analyze P&L, Balance Sheet, Sales Trends, Liquidity, Overhead Absorption, Labor Burden, Inventory Management, Workflow Management, Resource Utilization, and Capacity Management to identify opportunities and provide a detailed action plan to achieve increased revenues and net profit for the owners.

•Led a critical Business/IT Alignment initiative, identifying people, process, and technology enhancements, and streamlining communications; resulting in a 20% reduction in customer support issues and a 30% improvement in overall business performance.•Deployed a comprehensive IT transformation plan, resulting in improved service delivery, updated processes, and optimized resource allocation, leading to a 15% increase in customer satisfaction and a 20% reduction in response time.•Acted as a champion and led continuous improvement initiatives utilizing the Automation Anywhere RPA tool across the IT Organization, yielding $1.2 million in re-allocated headcount and notable efficiency enhancements.•Led an OCM work stream, conducting stakeholder and impact analysis, anticipating and addressing resistance to embed new capabilities in major IT initiatives; facilitated smooth adoption and achieved 20% reduction in implementation timelines.•Directed a comprehensive service improvement initiative in IT Services, refining the ServiceNow Service Catalog, implementing ChatBot, and automating self-service. Reduced Service Desk hold times by 23% and increased customer satisfaction scores by 18%.•Functioned as a subject matter expert (SME) on enterprise-wide projects, providing guidance and expertise on IT strategies and initiatives; contributed to a 15% reduction in project implementation time through strategic communication and collaboration.•Spearheaded the design and delivery of a cutting-edge IT Training Program, equipping employees with essential skills to meet evolving technology demands. •Managed relationships with all 3rd party training vendors, resulting in a 15% reduction in training costs and a 10% increase in employee satisfaction.•Implemented KPIs to measure success of IT operational processes to drive informed decision-making for executive leadership, leading to a 20% reduction in average resolution time and a 10% increase in system reliability.

• Directed Operations for a high-volume Insurance Broker, supporting 3000+ agents and sales for 220+ carriers across diverse products like Health, Life, Long Term Care, Disability, and Medicare MAPD, and D. • Orchestrated budget planning, forecasting, and performance metric monitoring for a $10.2 million P&L, achieving a 15% increase in ROI through strategic cost optimization and revenue growth initiatives.• Maximized agent on-boarding process by obtaining state licensing in 48 states and securing carrier appointments with 220+ carriers; accelerated time-to-market by reducing on-boarding timeline by 40%.• Streamlined commission revenue and expense management for 220+ carriers, optimizing commission schedules, intake, scrubbing, processing, and Oracle G/L maintenance, resulting in enhanced financial reporting accuracy and efficiency across the organization.• Optimized call center operations for 3000+ agents nationwide, implementing system enhancements resulting in reduced hold times by 25% and strategic call queue assignment algorithms for optimal call handling.• Led collaborative efforts with Executive Leaders, utilizing Six Sigma/LEAN methodologies and automation tools, resulting in a 50% reduction in commission cycle times from 30 days to 14 days and revenue realization of $7.8 million.• Managed, developed and applied key metrics to reduce/minimize variances, reduce/control standard costs, provide periodic reports, and collaborate with senior management team to identify areas of cost reduction/containment focus.• Guided and empowered a top-performing management team, providing guidance and mentorship• Identified and addressed potential risks through analysis and scenario planning, resulting in a 25% reduction in operational disruptions and cost savings of $250,000.• Achieved the successful integration of robotics across diverse departments, delivering $1.2M in cost savings, 25% reduction in cycle time, and improved customer value metrics.