Riskonnect acquired Ventiv in 2024. Ventiv Technology (previous AON eSolutions) is a SaaS InsurTech provider of claims, policy, billing, and risk software, working with healthcare companies, carriers, TPAs and self-insured entities. While at Ventiv, I have held a diverse set of progressive roles including:Support AnalystSupport ManagerAccount ManagerDelivery LeadCustomer Success ManagerManager of Customer SuccessDirector of Customer Success and SupportWith these roles I have been able to build a unique skill set of technology, customer service, and leadership. I lead two remote customer-facing departments of 40 people to improve customer satisfaction, and helped provide processes to increase our NPS score from -23 to 39. I reduce staff turn over by providing mentorship, prompt feedback and trusted support to my teams. I grow our revenue through cross selling based on functional need to our existing clients, meeting with clients, getting their feedback and suggestions, and working collaboratively with our sales, marketing, finance, development and product teams.

BenefitStreet was a SaaS benefits provider located in San Ramon, CA. This role managed the IT team, onsite data center and building facilities. ● Directed IT team in overseeing equipment installation, maintenance, and repair across office, onsite datacenter, and offsite datacenter, resulting in 20% increase in operational efficiency● Oversaw security operations for 12 nationwide facilities and implemented password policies, resulting in a 30% reduction in unauthorized access● Led the procurement process and OPEX vs. CAPEX analysis for an annual IT budget of ~US$50M, driving enhanced financial performance● Oversaw the expansion of new facilities by leading site visits, equipment installation, and Thin Client training remotely, leading to a 30% increase in operational capacity● Managed consolidation/relocation of two locations into one, overseeing budgeting and vendor selections, resulting in 15% cost savings

ValleyOak System was a claims software provider acquired by Aon eSolutions.● Improved customer service standards by building robust relationships with Fortune 100 clients and efficiently resolving technical issues. Boosted customer satisfaction by 10% through first call resolutions and effective communication. Implemented strategic solutions to resolve high-impact issues swiftly● Streamlined help-desk ticketing processes to address both basic inquiries and complex technical issues effectively, resulting in a 20% reduction in recurring problems. Led software development life cycle (SDLC) phases to optimize quality assurance and user acceptance testing (UAT) for successful project completion● Successfully planned, executed, and documented a new Active Directory rollout for 30 remote users. Developed a comprehensive instruction manual for user cutover and troubleshooting. Established real-time communication mechanisms for minimal disruptions during the migration process● Demonstrated proficiency in various technologies, including Microsoft SQL Server, Oracle, VOS Portal, iVOS, and more to optimize system performance. Resolved complex technical issues promptly to minimize downtime and enhance operational efficiency● Developed and executed ad-hoc and formulated queries, as well as update statements, for Oracle and MS SQL databases based on client and business needs

CSAA is a AAA affiliated insurance provider offering automobile, homeowners and personal lines coverage to AAA members. While at CSAA I held roles including Auto Generalist (adjuster), Homeowners Generalist (adjuster), Senior Generalist (trainer) and Operations Supervisor.● Led a team of 21 staff members to achieve a 95% customer satisfaction rate while ensuring strict policy and procedure compliance● Mentored staff members to achieve a 100% adherence rate to file handling protocols, leading to a 30% rise in customer retention rates, while fostering a collaborative environment● Ensured staff compliance with Department of Insurance regulations by developing and communicating goals and targets for performance aligning with industry standards● Trained staff on evaluation of automobile accidents, determining responsibility, and working with the automotive industry including evaluating auto repair facility invoices for approval● Led interviews and offered valuable feedback in the recruitment process to identify top talent and build a high-performing team

Supervised front lines and service areas for a retail store:• Customer Service and Refunds• Ticketing and Security• Provided feedback for the design of the Baby Registry system

I tutored mathematics for individuals and groups specializing in entry level arithmetic and algebra, as well as assisting others with calculus and statistics.