● Established overall strategy and design of process improvement programs across organization reducing time to develop process and automation recommendations by 40%. ● Implemented strategies, processes, guidelines, and support of process improvement opportunities and programs saving 200 hours. ● Developed prioritized roadmap of value-based opportunities and coordinated resources across interdependent projects.● Managed team responsible for evaluation and execution of multiple cross-functional operations and technology processes from end-to-end.

● Improved business performance on 20 projects, decreasing cycle time and defect rate in collaboration with management. ● Analyzed customer data and focus group feedback to advise on features and functionality for future launch of Low Cash Mode for 20K business customers. ● Reduced the time to review critical and high-risk IT Service Management ServiceNow changes 50% through automation.● Led 50-person cross-functional technology team to automate manual process for updating 5M customer credit limits, which improved customer risk profile.● Developed controls and mitigations measures for operational risk and control self-assessment program.● Prioritized critical tasks and eliminated rework by analyzing reporting process data to save 300 hours by migrating regulatory reporting to process-driven design. ● Coached and mentored Lean Six Sigma candidates through define, measure, analyze, improve, and control (DMAIC) process on projects that reengineered processes, reduced defects, and improved productivity by using automation.

● Led team of process engineers that standardized and reengineered operations claim processes, reducing number of claims processes by 50% by eliminating redundancy, identifying best practices, and recommending automation improvements. ● Managed team of business analysts and customer service representatives that improved benefit inquiry accuracy by five percentage points to result in annual cost savings of $67K. ● Managed team of business analysts and developers to create claims audit tracking application that replaced manual process for 30 internal auditors.