Focused on understanding process friction points and developing & implementing A.I. and self service strategies that delivers operational optimization and customer delight. Work has generated over $1M annual net savings.2023 AMFAM All For One Winner awarded to top 1% of AMFAM group enterprises wide employees. We, at the General, are dominating the non-standard insurance market and driving the business forward by transforming the customer experience leveraging cutting edge digital technologies and strategies. The General is an operating company of American Family Insurance.

Advisor to startup Taylor Made Wellness, LLC. Built out social media and web strategy. Company, which is located on old Angie’s List campus operating a 1500 sq foot gym, provides health and wellness programming to member and corporate clients. www.TaylorMadeWellnessIndy.comInquires about Taylor Made Wellness can be sent to RobD@TaylorMadeWellnessIndy.com.

(NASDAQ: ANGI) Directed execution of operational processes for 300 internal employee business, oversea outsourcer, and 1.9M annual inbound interaction customer care business unit with revenue generation. Reported to VP of Care. Built & senior leader of shared service organization that included 29 professional staff across 4 teams and 3 managers: ▪️Workforce Optimization/Interaction Management ▪️Quality Assurance▪️Strategic Programs & Analytics▪️Training & KnowledgeOver course of role (2013-17) our teams delivered 44% reduction in budget requirements, per year avg. of $3M savings, and 200% increase in revenue per contact, including following highlights:OPTIMIZED LABOR & WORKLOAD HANDLING: Reduced customer avg. handle time (AHT) by 56% including 64% reduction in after call work (ACW). Expanded use of consumer chat and deployed self service features resulting in 54% reduction of annual inbound phone volume. DEPLOYED NEW TECHNOLOGY: We redefined how our teams interacted with customers by leveraging technology that included upgraded telephone platform, implemented company’s first IVR, overhauled homegrown CRM with Salesforce platform, and replaced internal/external knowledge-bases. INCREASED BUSINESS INTELLIGENCE: Improved delivery of performance and operational data by leveraging Salesforce and Microsoft BI. Defined business unit KPIs. Operationalized transactional Net Promoter Score program. Developed insight channels; presented & consulted on actions with cross functional partners/executive team. STRENGTHENED TEAM MEMBER PROGRAMS: Reimagined training into interactive module program, refocused quality assurance on customer centric behaviors, and overhauled frontline compensation plans.

Provided business oversight and leadership to A.L. Campus Kids, LLC. A separate business entity founded in 2007 that provided subsidized daycare services to Angie's List employees. The daycare business cared for 24 children ranging in age from infant to 5 years. Responsible for $250K annual operating budget. Direct reports included Daycare Director who led 9 Teachers, Assistants, and a Kitchen Cook. Led business concurrent to Angie’s List responsibilities. Reported directly to Angie's List Co-Founder/CMO on matters regarding the daycare business. ▪️Awarded Indiana's Path to Quality standards recognition, achieved level 3 status.

Company benefits leader for end-to-end strategy of employee benefits & healthcare programs. Tasked by CEO to make Angie's List leaders in employee well-being and smart consumption of healthcare. Delivered people centric benefit strategies that created value for employees and optimized company’s benefit spend. Partnered with executive team on human capital due diligence reporting for 2011 Initial Public Offering (IPO) and establishing new 2012 Palo Alto office and benefits. Fostered fiercely loyal, healthy, and fun culture; developed a desired employer brand. Also led payroll & HRIS functions, collaborated with executives/management on compensation plan designs, and provided HR Business Partner services to customer care business. Led team of 4 employees; Payroll Specialist, Benefits Specialist, HRIS Specialist, and Payroll/Benefit Administrator.DROVE COST CONTAINMENT, ENGAGEMENT, EDUCATION: Transitioned to self-funded benefit administration reducing cost by 30%. Eliminated underutilized programs and designed customized in-house programs including parenting classes increasing participation 12x and active wellness incentives that increased onsite fitness participation 8x. Implemented Healthcare Blue Book price transparency tool achieving their most successful launch for employer group at the time; 6,000 unique employee searches during 1st month and sustained avg. of 1,100 unique searches per month over course of role. STREAMLINED BENEFITS ADMINISTRATION: Implemented benefits communication and information system (Benefitfocus) reducing annual paper intake by 7,000. Establish carrier self-billing agreements.ELEVATED EMPLOYER BRAND:▪️2012 & 2013 Interactive Health's "Healthiest Companies in America"▪️2012 Greatest.com Healthiest Companies to Work for in America▪️2013 National Terri Lynne Lokoff Childcare Corporate Leadership Award

Operations Analyst for Chief Operating Officer’s leadership team which included Member Sales and Services, Data, Written Correspondence, Review Collection, and Help Desk department leaders. Reported to Members Sales/Service Leader with dotted line to COO. Provided project management, analytical, and administrative partnership. Streamlined various operational activities and reporting. Contributed to accomplishments of daily performance and service level goals for Member Sales and Service Departments.Owned call center staff scheduling, time & attendance tracking, KPI reporting & analysis, variable compensation calculations, call routing and employee skill system parameter administration. Conducted regular team member performance audits on new member sales close rates, multi-year sales close rates, and system logging procedures.

Started during company’s early scale-up stage. Member of first formal HR Team that built function from ground up. Hired by/reported to Head of HR. Progressive HR responsibility roles including dedicated partnership with operation, marketing, and executive management teams. Owned company wide HR programs including new hire orientation & on-boarding, unemployment & worker compensation management, employment law compliance, benefits administration, HR technology, analytics, & reporting. Handled talent acquisition for dedicated business units. Advised business partners on policy creation, performance management, and served as HR facilitator in necessary action meetings.