Service operations leader focused on client retention, increase satisfaction and improved profitability. Expertise in employee benefits and health care business operations, continuous improvement, client account management, customer service, and leadership.Result driven executive in employee benefits in the third party administration, managed care organizations and outsourcing industries. Extensive experience in customer care and call center leadership, organization change, process re-engineering and business transformation initiatives. Strong project management experience with the capability for building motivated teams exceeding objectives. Positive, can-do leader impacting the company’s bottom line by increasing efficiency and capabilities, improving client and staff retention. Robust leadership skills that build superior teams to deliver across departmental goals. Experience in developing quality and training programs. Strong client relationship skills that build trust and loyalty.Professional ExpertiseContinuous Process Improvement (Six Sigma), Project Management, Change Management, Training and Staff Development, Vendor Management, Contact Center Optimization, Back Office Optimization, Quality Programs, Customer Experience Improvement, Consumer Health Care Administration, Medicare Health Care Administration, Claims Administration, Client Relationship Management.