I lead global strategic planning and process re-engineering to drive business outcomes, overseeing teams across product execution, technical BAs, and portfolio management. I ensure alignment with organizational goals, streamline processes, and champion internal system improvements for successful product launches and customer satisfaction.* Built and managed a Portfolio Management team, implementing a New Product Development Methodology based on Pragmatic Marketing principles, reducing the active project portfolio from 380 to around 100.* Spearheaded a full migration from Siebel CRM to Salesforce CRM, achieving cost savings and efficiency improvements between 15% to 30%.* Developed and executed a new Contract Lifecycle and pricing management tool, contributing to streamlined operations and organizational growth.* Implemented Portfolio Performance intelligence dashboards, providing clear visibility and health metrics for the entire project portfolio.* Launched a new Customer documentation portal, improving customer experience and onboarding time, which led to earlier revenue recognition and a 10-point increase in customer satisfaction scores, NPS 72.

Increased customer experiences and response times by 20 %, researching, identifying, and implementing more effective integrated communication tools, products, and platforms for crossfunctional teams ● Developed a comprehensive RFP framework for outsourcing, detailing service requirements, performance expectations, and criteria for evaluating vendor capabilities, pricing, and service levels ● Proposed an optimized organizational structure for CS and UW, incorporating in-house and BPO models while accounting for scalability, staffing needs, and collaborative efforts to support objectives ● Assessed and enhanced existing information-sharing processes between CS/UW and Claims TPA, recommending tools for real-time alerts, policy updates, address changes, and data sharing ● Defined and established clear KPIs, controls, and success metrics for CS and UW operations as well as a structured process for tracking performance against established benchmarks

I led strategic planning and process re-engineering to boost efficiency across Product Management, Operations, and IT teams. Managed top vendor relationships, optimized contract terms, and directed life-cycle improvements for interdepartmental processes. I also standardized core product offerings across 10 states, driving cross-functional collaboration.* Achieved a 20% increase in written premium and a 5% rise in profit margin through effective "Core Product" management.* Realized a 10% reduction in operational expenses by streamlining processes and adopting business-driven IT project prioritization.* Implemented a governance process for IT projects, ensuring strategic alignment and resulting in a 5% business growth in targeted areas.* Secured $700K in annual savings by renegotiating vendor contracts and establishing metrics for monitoring service levels.* Enhanced project impact and ROI by instituting new process guidelines for project prioritization and execution.

Responsible for all process definition and reengineering, including building technology to enable efficenices and reduce head count and building/monitoring metrics to assure success. Manage existing web site applying competitor analysis to build a road map the the web futureBusiness owner for $3.3M web service platform to enable customers 100% self service functionality. Successes: reduce operating costs by 45%, improve ease of use resulting in increased revenuw o f20% and increase retention of 10%. Re-evaluate all processing processes and adjust to meet the needs associated to the implementation of a Work in Process (WIP) application.Makes recommendations on the strategic direction, directly influencing the business direction of new and existing services and solutions (internal & external). Provides leadership and methodology in conducting needs analysis to identify additional business requirements as necessary.

Represents business and manages all business components of web portal project (B2B, B2C, B2E) ensuring that division goals and strategies are well defined, communicated and understood by all areas of the business. Works in collaboration with IT and 3rd party resources to plan and administer work relative to all aspects of web portal initiative. Participates in the development of strategic plans, processes and solutions including resource requirements. Develops and manages 3 Million dollar budget including assurance of successful ROI. Responsible for coordination of integrated on-line strategy for business and marketing initiatives.