• Accountable for operations including contact center and claim and leave adjudication teams servicing all customers who purchase new digital leave solution (short term disability, FMLA and other leave plans), managing customer service and risk• Operations Business Owner accountable for influencing multi-million dollar digital ecosystem roadmap and ensuring digital adoption by operations through operational readiness, process redesign, digital KPIs and change management• Effectively… Show more • Accountable for operations including contact center and claim and leave adjudication teams servicing all customers who purchase new digital leave solution (short term disability, FMLA and other leave plans), managing customer service and risk• Operations Business Owner accountable for influencing multi-million dollar digital ecosystem roadmap and ensuring digital adoption by operations through operational readiness, process redesign, digital KPIs and change management• Effectively scaling newly designed operation and creating a culture of industry-leading employee engagement Show less

• Responsible for operations adjudicating nearly half a million claims and leaves annually and a team of 280+ people, including claims decisions makers, quality review, and direct inforce client and sales support team• Maintained pre-pandemic service levels through pandemic, with sudden and significant changes to volumes and staffing, requiring emotional intelligence, creative solutions and decisive action• Created new productivity measures and implemented across entire organization… Show more • Responsible for operations adjudicating nearly half a million claims and leaves annually and a team of 280+ people, including claims decisions makers, quality review, and direct inforce client and sales support team• Maintained pre-pandemic service levels through pandemic, with sudden and significant changes to volumes and staffing, requiring emotional intelligence, creative solutions and decisive action• Created new productivity measures and implemented across entire organization, coaching and guiding level 1 and level 2 leaders to double-digit productivity improvements in 12 months Show less

- Change leader focused on identifying and implementing opportunities to enhance Unum’s outstanding customer service and support revenue growth. Responsible for driving complex initiatives across the organization that increase customer retention and new acquisition, and providing strategic direction for enhancements based on customer insights.- Lead Center of Excellence teams responsible for transforming the customer experience and business operations using Lean management system and… Show more - Change leader focused on identifying and implementing opportunities to enhance Unum’s outstanding customer service and support revenue growth. Responsible for driving complex initiatives across the organization that increase customer retention and new acquisition, and providing strategic direction for enhancements based on customer insights.- Lead Center of Excellence teams responsible for transforming the customer experience and business operations using Lean management system and continuous improvement, customer experience design, product management, and service model design and delivery• Accountable for $15M+ digital transformation portfolio, including developing strategy and actionable initiatives, defining scope and value, securing funding, and mobilizing 15+ change teams (100+ people) to deliver ROI• Reimagined implementation experience for employers purchasing benefits, decreasing customer wait time from average 45 days to 5 days and reducing operational expense ~30% in 2 years through increased productivity• Transformed quoting experience for brokers, employers, and internal quoting and underwriting departments to increase productivity and speed to quote by ~20% Show less

• Decreased cost and risk associated with legacy technology portfolio and shifted investments to growth initiatives. Managed portfolio of technology projects and led process to govern implementation teams, including cost benefit analyses, project KPIs, operational and customer impact assessment, and change readiness.• Drove improvement of partner compensation metrics through quality and service measurement. Led service model design teams, conducted quantitative and qualitative research with… Show more • Decreased cost and risk associated with legacy technology portfolio and shifted investments to growth initiatives. Managed portfolio of technology projects and led process to govern implementation teams, including cost benefit analyses, project KPIs, operational and customer impact assessment, and change readiness.• Drove improvement of partner compensation metrics through quality and service measurement. Led service model design teams, conducted quantitative and qualitative research with broker partners, and ultimately improved broker experience and decreased operational costs.• Increased employee engagement through enterprise-wide implementation of a new Employee Rewards and Recognition program. Led team from design through evaluation of new technology vendor and platform, and partnered with HR to implement. Show less

Software Development Team Manager• Manage a team of developers and SMEs working on multi-million dollar cloud-based CRM projects• Work closely with operational leaders to align IT strategy, plans and systems with the mission, goals and structure of the Sales and Marketing organizations and ensure delivery timelines meet their windows of opportunity• Maintain a high performing team of direct report employees and contractors through goal setting, coaching, delivery of performance… Show more Software Development Team Manager• Manage a team of developers and SMEs working on multi-million dollar cloud-based CRM projects• Work closely with operational leaders to align IT strategy, plans and systems with the mission, goals and structure of the Sales and Marketing organizations and ensure delivery timelines meet their windows of opportunity• Maintain a high performing team of direct report employees and contractors through goal setting, coaching, delivery of performance feedback, team building, continuous improvement efforts, vendor negotiations, and staffing Show less

- Identified as a high potential candidate fitted for accelerated growth and development- Selected to participate in a rigorous rotational leadership development program designed to build enterprise bench strength- Trained through diverse experiences to manage and develop people, build and execute on strategic plans, and effectively lead organizational change through understanding of the insurance industry, company operations and connections across functional areas

- Proactively managed profitable growth on an existing customer block of $9M in annual premium- Provided consulting to in-house Sales and Service reps including development of industry and customer specific strategies to achieve sales, pricing, profit and renewal goals- Demonstrated ability to assess risk and develop pricing for new customers and new business on existing customers

- Developed risk management skills while providing exceptional customer service- Assisted in new hire recruiting and hiring- Designed a “manager development" training plan for high potential claims specialists. Identified key activities, contacts and skill sets needed to understand leadership in an operational, risk management setting. Program was implemented with support of Sr. leadership team and several people complete it each year.

- Managed several large-scale sales enablement projects involving new technology solutions- Managed design and implementation of a national, customer-facing program to drive additional employee-paid business from existing customers - Directed national training and communication efforts for 1000+ users in over 25 different roles, across 35 geographic locations- Improved Sales satisfaction with Marketing team significantly (increased ratings by 12% on average) in first 6 months