•Strategic leader integrating operational strategies into the two largest sales regions, Texas and Southeast, to remove barriers and provide solutions that support regional profit, growth and footprint goals.• Designed and implemented a regional process that saw a 58% improvement in agents forwarding their phones correctly.• Developed an agency technology support strategy to reduce expenses by increasing the utilization of self-service from 30% to 70% and minimize phone support.•Co-led a Regional Strategy Team, helping facilitate strategic tactics to improve the Allstate mobile app adoption through education, and analytics.•Led a team of top performing agents to create new strategic tactics that could be delivered to agents across the Southeast Region to drive improvements in Customer Engagement.•Led market meetings with Alabama agents focusing on agency education, which led to the largest improvement in telematics adoption across the Southeast Region.•Partnered with the Texas Region in design and creation of a test to improve time and quality of Agency Support Staff licensing, which reduced time by 15 days and improving quality of results by 10%.•Member of the SE Region Strategic Development and Insights team, helping implement unique tactics for career development and strategic communication for regional employees.•Strategically identified agents out of pattern with service inquiries, leveraging data analytics which led to a decrease in inquiries and overall cost reduction for service work.

•Supported the enablement of strategy across Allstate Operations, by designing and leading the implementation of new programs and process improvements.•Delivered a workflow tool for the organization that allows manual work to be tracked electronically with insightful metrics, eliminating redundancies and inaccurate tracking.•Supported the initiation and design of a rejuvenation program that helped drive higher level of satisfaction and engagement among employees.•Developed and delivered a cost per transaction tool that gives insights on cost from the highest level of work down to the individual task. This tool has helped drive improved processing time and lower cost.•Led a virtual team of exempt leaders and consultants in Roanoke, VA in the creation and design of a data analytics team.•Led the creation and implementation of the employee community to redesign communication.•Led the early research on workforce of the future, gathering insights and developing strategy around home-based working.•Oversight and Development of Operations Communication Strategy.•Designed and implemented the Operations Executive and Employee Strategy Scorecard.•Led the design and development of Operations Strategic Goals/Objectives.•Designed and delivered Operations Voice Survey Global Action Plan.•Supported the design and development of Operations Global Human Capital Plan.•Established and supported Operations Workforce/Workplace Strategy.

•Process owner, leading all claims work across operations, improving process quality, reducing production time and production costs.•Delivered a quarterly update for the Claims Organization Executive Team.•Led, developed and mentored a team of exempt leaders and consultants. •Oversaw the design and implementation for the claims services sourcing strategy.•Responsible for bringing in claims work to operations and finding ways to improve process and cost. •Led sourcing work, moving the work force mix from 60% onshore to 90% offshore in two years. •Led the effort in taking over $30M out of the run rate for the claims organization.

Countrywide accountability and oversight for over 150 employees leading the Accounts Payable, General Ledger, Printing Operations, Lender Relations and Agent Group Banking.

Led teams from Lender Services, Accounts Payable, General Ledger, Medical Bill Processing, Electronic Data Interchange and E-Commerce driving process improvements and cost savings.