Led Operations to ask the 'right' questions to find solutions to difficult challenges. Designed and implemented a simplified Quality Program and new technology platform for Service Delivery & Customer Care teams. Expanded support capabilities as part of a growing Operational Excellence directive. Improved focus on Customer Experience, simplified process and quality methodologies while driving continuous improvement. Synchronized support across Analytics, Process & Program Management… Show more Led Operations to ask the 'right' questions to find solutions to difficult challenges. Designed and implemented a simplified Quality Program and new technology platform for Service Delivery & Customer Care teams. Expanded support capabilities as part of a growing Operational Excellence directive. Improved focus on Customer Experience, simplified process and quality methodologies while driving continuous improvement. Synchronized support across Analytics, Process & Program Management, Training, Communications and Regulatory Compliance.Additionally, led the transformation of a Workforce Management team into a Workforce Optimization unit. Built effective service delivery support, analytics, and talent management. Delivered insights to ensure transparency, drive engagement and improve efficiency / scalability. Show less

Led the integration and implementation of Global Operations - Analytics, FP&A and Quality following the purchase of Catlin Insurance by XL Group. Exceeded targeted synergies across critical Operations support for the newly combined Enterprise.

Built an innovative, high-performance Business Analytics and Quality team to transform Operational services across the North American Business. Led creation of Business Intelligence and Dashboard Analytics for North American Operations. Simplified the consumption of disparate data sources to streamline the decision making process across Operation's Leadership.

European Regional Manager