Microsoft Health & Life Sciences provides AI and technology solutions to thousands of Health Systems and hundreds of thousands of health care providers. Our market-leading suite of Co-Pilot products are transforming healthcare.October 2024-Present: I currently lead a large global Customer Success organization supporting several Microsoft HealthTech businesses, including Dragon Ambient Express (DAX), Computer-Assisted Physical Documentation (CAPD), Clinical Documentation Integrity (CDI), Coding & Quality Solutions, and Dragon Professional & Consumer. • Responsible for all aspects of service delivery, implementation, training, NPS, renewals and direct interactions with clinicians using our products.• Manage our 3rd party providers (RFPs, vendor selection, SLAs and contracts).July 2022 - Sept 2024: Led a global organization of several thousand employees and outsourced specialists supporting some of the largest healthcare organizations in the US for Dragon Ambient Experience (DAX), a healthcare AI product.• Drove service delivery improvements and massive efficiency gains through technology enhancements and process reengineering, while delivering explosive 4x growth.• Led Data Analytics, Power BI Development, and Continuous Process Improvement teams.

Nuance, a Microsoft company, provides AI solutions. The Nuance Dragon Ambient eXperience (DAX) is an AI-powered, voice-enabled solution that automatically documents patient encounters accurately and efficiently at the point of care.Leading initiatives and establishing business partnerships to grow, scale and improve DAX operations.

Lipper Solutions is a boutique consultancy created to address the need for Business Transformation to drive sustained Operational Excellence and Customer Success. ​​Smart Globalization that Works: We specialize in improving the productivity and quality of global delivery teams, selecting outsourcing providers, setting up offshore centers, and migrating work across global locations.https://www.lippersolutions.com

Comerica Retail Bank, with over 400 branches and $26B in deposits, services personal banking & small business customers in 5 states (MI, TX, CA, FL, AZ).Dec 2021–May 2022: Acting Leader of Business Services: Leading Product Management, E-Banking, Banking Operations, Reporting & Analysis, Workforce Management, Branch Staffing & Network, Risk Management, Loans Oct-Nov 2021: Acting Co-Leader of Retail Bank: Co-led the Retail Bank along with the EVP of Banking Centers, reporting to the CEO, while the current leader was on an 8-week medical leave.Aug-Sept 2021: Strategy & Digital Transformation Consultant: Led transformation initiatives to drive growth among consumer, small business and wealth management customers: New mobile & web platform, digital lending capability, and branch delivery transformation. Utilized Agile best practices and customer journeys.

Revport is the leading revenue management and fee billing software product for Asset Managers.Drove post-implementation improvements for a very large wealth management client across complex technology projects, process improvement initiatives and organizational capabilities.

Recruited in 2015 to lead and turn around a newly acquired global business operation that was struggling with profit margin, client satisfaction, employee retention, and service quality.• Oversaw Global Client Services & Operations for a $400M B2B portfolio of SaaS and advisory solutions for investor relations offices and corporate boards, as well as multimedia, webhosting, and press release solutions; led team of 800 in 16 countries supporting 17,000 clients in Americas, EMEA, and APAC.• Business and process owner for Legal, Contracts, Risk, BCP, and InfoSec; drove improvements in Salesforce, Apttus, Qualtrics, and AWS.• Lean Six Sigma champion and evangelist; delivered millions in savings.• Integrated two large acquisitions that grew the business by 25%.• Spun off a $200M business unit; divestiture successfully completed.• Dramatically improved service and employee retention while greatly reducing costs.• Met regularly with clients and prospects in all stages of the relationship, including sales, onboarding, relationship management, renewals, saves, and at-risk situations.• Negotiated contracts with clients in escalation and large deal situations.• Introduced Net Promoter Score (NPS) client survey to the organization.• Rolled out Client Experience program, providing a unified client experience across all clients and products with a single toll-free number, standard SLAs, and state-of-the-art training for hundreds of associates.• Led product, system, and platform migrations supporting thousands of clients.• Established new set of operational metrics, including a proprietary productivity model, and quality & timeliness KPIs.

Recruited in 2012 to build from scratch a Global Business Services organization across technology & operations.• Built teams in India, the Philippines and Poland for IT, Customer Service and HR recruiting. Led a complete overhauled of procurement practices and initiated global Six Sigma projects resulting in tens of millions in savings.• Managed vendor relationships, contracts and SLAs totaling $100M+ of spend.• Established a Staples technology center of excellence in Gdansk, Poland.

Senior Vice President, Benefit Plan Services, Boston, MA (2009 – 2012)• Led operations for the 100 largest clients and millions of their employees and retirees.• Managed a team of 400 across five locations in US and India, including $27B pension disbursements, 8M health insurance payments, and open enrollment for 4M employees.• Drove transformation of operations, for enhanced customer service, greater operational efficiency, reduced overpayments and offshore risk guidelines.Senior Vice President, India Service Delivery, Bangalore, India (2008 – 2009)• Led an Operations and Technology division. Reduced team size from 700 to 550.• Developed a quantitative model to drive optimal level of domain expertise and target training ramp times for flatter workforce pyramid and seamless attrition backfill.• Led all divisions in improving customer satisfaction and associate retention.Vice President, Retirement and Benefit Services, Merrimack, NH (2002 – 2008)• Achieved highest-ever client satisfaction scores, 85% reduction in work item aging.Business Unit Head, Health and Welfare Services, Merrimack, NH (2000 – 2002)• Reengineered Open Enrollment: drove 40 process improvements, 35% cost savings.Senior Manager, Defined Contribution Services, Marlborough, MA (1997 – 2000)• Implemented multi-billion 401k plans and managed large client relationships.

• Managed several co-branded credit card marketing campaigns.