EOL Doula | Advance Care Planner | Co-Owner with Life Transition Doulas, LLC

-Advance Care Planning (including Advance Directives - Texas)-Assessing and creating a road map for end of life journeys-Liaison between those nearing end of life and medical providers-Funeral Planner and Officiant-Coordinator for memorials and end-of-life celebrations-Guide for life reviews-Vigil guidance and support-Navigator for post-death logistics-Certified ABODE/IDLM Death Doula-Certified Advance Care Planning-Completed Funeral Consumer Alliance of Central Texas' End of Life Options Class-ABODE Volunteer and Navigator (Sub)

Lead the Quality Assurance Team as a first line of defense for Marcus US Deposits. Assess and manage risk, including testing and monitoring of regulatory, policy and process compliance.

• Established governance roadmap and structure for robust Operations monitoring and testing plan, enabling a 1st line of defense testing for 150+ processes.• Led design and build-out of automated tool to manage wing-to-wing standard operating procedure creation for cross-functional review and approval, enhancing cycle time by 87%.• Managed risk assessment across 150+ processes. Implemented a regular rhythm to evaluate processes and self-identify improvements to drive operational and regulatory excellence.• Led a cross-functional and cross-platform team through 3 workouts to design 19 processes for the vendor management program, identifying risks, controls, system dependencies and relevant policies, creating a roadmap for better alignment with regulatory expectations.• Managed audit coordination and issue remediation for Operations.

• Established speech analytics as a key channel for voice of the customer for all of P&C Claims. • Conducted multiple call studies utilizing speech analytics (Verint) to mine call data and generate recommendations for effectiveness and efficiency enhancements resulting in modification of training, scripting and processes.• Created and presented compelling presentations of analysis results to all senior management levels.• Led effort to reconfigure the call capture structure to enable operations teams’ ability to access contacts for the purpose of focused coaching and drill-down of potential problem areas.• Built SharePoint site for speech analysts enterprise-wide to facilitate sharing of best internal and industry practices.• Performed social media analytics (Radian6) for USAA Board of Directors’ deliverable illustrating tool utilization for detection of local information sources to monitor during catastrophic events and ascertaining location of evacuation centers for members.

• Managed multi-functional effort to define all aspects of the USAA Software Development Project Delivery process in order to flag stress points and identify / prioritize improvement efforts.• Led planning team to explore and identify opportunities for USAA related to iPad Digital Content Publishing.• Co-led cross-functional sessions to create an integrated Change Management process.• Guided IT Services through developing a process management baseline.

• Managed project team of consisting of lead executives from five separate regions (recently acquired stand-alone companies) to create and redesign service processes. • Developed analysis tool to determine cost, benefits and risks of all process and application options.• Led project to baseline and improve Partner Management’s funding processes and metrics.• Led company’s first resource reduction initiative, on behalf of Human Resources, while establishing standardized process and documentation templates.

• Facilitated several site-based process / data analysis team initiatives (Quality Circles) to improve call center associates’ performance relative to customer service level agreements. Standardized the approach for Quality Circles that was adopted company-wide.• Created national, regional and site dashboards to track key, actionable metrics across the business.• Served as interim manager for department, including staffing, training and strategy.

• Managed a 35-member, cross-functional team who successfully evaluated and migrated a loan portfolio of more than 16,500 loans to GE within 90 days.• Managed a 39-member cross-business, cross-site, multi-functional project team who migrated collection accounts to third-party servicing vendor.• Led telecommunications project in consumer sales, realizing $2.75 million in mitigated dollars and 66 and 70 percent improvements in call volume and contract volume, respectively.• Managed sales force effectiveness project for consumer sales function to increase mitigated units. Realized $3.6 million in mitigated dollars and a 32 percent improvement in average daily contracts.• Created an improved analytics model for evaluation of a proposed cross-company software initiative, resulting in a projected business savings of $1.3 million.• Led team of 100+ associates to establish process management system for GE AFS’s Collection organization, including baseline metrics, standard operating procedures, process maps and risk analysis.• Coordinated disaster recovery planning initiative for Collections team across four sites in preparation of 28 plans for potential site outages or system failures.

• Managed this start-up subprime automobile industry lender's most profitable funding region and purchasing/administrative team.• Created and implemented purchasing control processes and procedures.• Developed key monthly performance reports for senior management, which were instrumental in improving team performance.