In my role as President/Owner of franchise Fetch! Pet Care Services, I lead a diverse array of in-home pet care offerings, encompassing dog walking, pet sitting, overnight care, medication administration, and transportation for grooming and veterinary visits. My commitment to building and nurturing strong relationships with local shelters, rescues, veterinarians, and pet professionals enhances our community outreach efforts while fostering a robust partner network. I oversee the daily operations of this thriving pet care franchise, leading a dedicated team of eight part-time pet sitters and a general manager to ensure we deliver exceptional services that exceed our clients' expectations. By cultivating a positive company culture centered around the 5 P's—Play, Purpose, Profit, Pets, and People—I effectively manage customer communications and orchestrate seamless service coordination with our pet care team.Key Deliverables:• Enhanced service delivery efficiency and customer satisfaction through the implementation of streamlined scheduling processes, significantly boosting operational performance.• Expanded the client base and increased referral business by forging strategic partnerships with local shelters and veterinarians, thereby strengthening community engagement.• Executed a comprehensive communication strategy that improved team cohesion and customer engagement, elevating both responsiveness and internal collaboration.• Launched tailored services for newly adopted pets, enhancing customer loyalty and facilitating smoother transitions for pets into their forever homes.• Managed service availability across a vast operational area, delivering high-quality care consistently to 162,000 residences.

In my capacity as Client Services Director and Assistant Vice President at Sedgwick, I orchestrated all administrative and client service functions, ensuring robust client relationships and strict adherence to company guidelines for contract compliance. I managed financial operations, which encompassed accounts receivable, invoicing, and pricing strategies, while skillfully negotiating contract renewals and establishing new agreements. By cultivating executive-level relationships with clients, I provided strategic support for business development and ensured our team was aligned with company personnel policies and performance standards.Key Deliverables:• Headed business planning initiatives, budgeting, and workforce planning, addressing staffing needs, succession planning, and talent development.• Enhanced client retention and service efficiency by streamlining the contract renewal and negotiation processes, resulting in smoother operations and stronger customer relationships.• Optimized cash flow management and improved accounts receivable timeliness through meticulous financial oversight and precise invoicing, refining our financial processes.• Expanded service offerings and created cross-selling opportunities by nurturing strong executive relationships, driving significant client growth.• Aligned long-term organizational goals with client needs by leading business planning initiatives that effectively matched staffing and financial resources.• Elevated team productivity and engagement by fostering a high-performance culture, implementing colleague development plans, and conducting thorough performance reviews.

In my position as Claim Director at BITCO Construction Group, I provided expert leadership to Third-Party Administrators (TPAs) from claim inception to closure, ensuring optimal outcomes. I worked closely with TPA adjusters and supervisors, offering authoritative guidance on claim decisions, financial reserves, and settlements. My responsibilities included conducting quarterly reserve audits and reviews to ensure accuracy and alignment, while maintaining smooth communication between brokers, clients, and TPAs. Additionally, I reviewed legal correspondence, collaborating with TPAs and defense counsel to drive favorable resolutions for complex claims. I also approved settlements beyond TPA limits and crafted strategic resolution plans for high-value claims.Key Deliverables:• Secured favorable outcomes on complex claims by spearheading strategic oversight and working in close partnership with defense teams, driving resolution success.• Enhanced overall claims management through leading comprehensive audits of TPAs, identifying inefficiencies, and implementing targeted solutions to boost operational efficiency.• Streamlined workflows and improved coordination between underwriting, claims, and brokers by drafting and executing tailored service instructions.• Improved reserve accuracy and account performance by implementing detailed quarterly reviews and fostering collaborative relationships with TPAs.• Strengthened client and broker relationships by acting as the primary point of contact to efficiently resolve claims issues.• Facilitated seamless integration of insurance programs by playing a key role in the setup and onboarding of new accounts

As the Technical & Compliance Director AVP and West Coast Total Performance Director at Sedgwick CMS, I oversaw a team of 12 Total Performance Managers and Performance Assurance Analysts, ensuring seamless administration of internal audits and alignment with Client Service Instructions and industry best practices. My role involved collaborating with regional and national teams to analyze audit results, offering strategic insights that drove continuous operational improvements at every level. I spearheaded nationwide Electronic Data Interchange (EDI) compliance efforts, monitored performance trends, and partnered with Sedgwick University to address training and skills development needs. Additionally, I worked closely with the National Quality department to implement key quality initiatives, mentoring leadership to elevate performance through specialized training programs.Key Deliverables:• Led cross-functional collaboration with clients and carriers to enhance nationwide regulatory compliance, ensuring adherence to industry standards.• Improved colleague performance and quality metrics by providing tailored coaching, mentoring, and targeted training initiatives that drove measurable improvements.• Boosted audit outcomes and strategic alignment by spearheading national Total Performance Management (TPM) review meetings and offering actionable feedback.• Secured new business opportunities by delivering impactful presentations on quality department capabilities during client sales meetings, showcasing our value.• Refined training programs and enhanced operational efficiency by identifying emerging business trends through comprehensive data analysis, leading to strategic improvements.• Optimized performance through the implementation of standardized quality measurements for colleagues, providing senior management with actionable insights for continuous improvement.