Leading a team focused on delivering small group and individual health plan quoting experiences.

Led group that was responsible for core platform program management, covering: claims adjudication, underwriting/pricing, payment ops and enrollment management.♦ Launched tool to allow members real-time out-of-pocket cost estimates of common medical procedures.♦ Built online workflows for renewal underwriting operations that provided: oversight, data gathering, tracking, storage and shared visibility. Cut handling time from 90 minutes to 45.♦ Defined product strategy to create a shared data backbone that provides transparent information to members, accurate premium pricing and correct claims adjudication. This will simultaneously reduce Sana’s cost to scale (through an in-house rate book) and simplify compliance with the No Surprises Act and TICR.♦ Hired and led a team of 2 PMs.

Steered software development of proprietary data-centric operations platform for insurtech startup.♦ Reduced quote generation time by 75% while reducing server spend by 70% while handling increased quote volume.♦ Provided claims operations self-service claims editing tools that eliminated the need for engineering support (ticket creation, Product prioritization, reporter verification).♦ Created roadmap to automate coordination of claims adjudication, release and payment responsibilities.

Led team developing AWS cloud computing solutions to modernize the Centers for Medicare and Medicaid Services' (CMS) software platform. ♦ Delivered roadmap for chronic condition management event monitoring and orchestration.♦ Achieved Beneficiary Experience Data Analytics Platform (BEDAP) feature milestones.♦ Obtained no-bid contract renewal for further development.

Serving in enterprise consulting role tasked with improving value derived from customer and process data.Projects:____________♦ Part of enterprise architecture team responsible for secure real-time access and interoperability to personal health information (21st Century Cures Act enablement).♦ Product Manager for customer analytic components of health plan shopping site, modahealth.com/shop. Led definition, development, testing and launch. ♦ Leading effort to organize customer data across touchpoints and create unified view of customer experience and enabling proactive interventions. Includes: member web portal, customer service and healthcare interactions. ♦ Formulated Medicare Stars improvement strategy through focused SQL data analysis and creation of Tableau data exploration dashboard. Targeted segments improved 2 standard deviations in the first year.♦ Engaged with multiple departments (Appeals, Underwriting and Analytics) to streamline processes and improve resiliency through KPI identification and Lean Six Sigma. Developing business cases for solution development or acquisition. Initial work has identified special causes of variation and initiated projects to remove. ♦ Part of Salesforce implementation team tasked with identifying opportunities to improve responsiveness of departments supporting Sales.♦ Developed data infrastructure to support the collection of customer experience impacting interaction and event data. In situations where development has lagged the need, event triggered surveys have been launched to fill the knowledge gap.

Responsible for strategy, roadmap and product development of Marketing platform tools. Oversaw and enforced data governance standards and metadata collection.Projects:____________♦ Facilitated global team of marketers to develop multi-region customer facing email management solution, Fedex.com/preferences. Replaced multiple individual country/region tools.♦ Led the creation and development of FedEx's Marketing BI platform (EZTarget). I identified the application need, created the product vision and gained approval for the business case. EZTarget is a plain English BI tool which integrates: customer profile, transaction history, predictive analytics, externally sourced firmographic data and interaction events into a complete customer view. -High performance self-service tool for Marketing users-Freed dedicated analytical resources to pursue higher value projects -Global internal user base-Used as proof of concept for Agile development♦ Responsible for expansion of CRM suite’s interactive marketing capabilities. Included integration with various digital vendors including: SiteCatalyst, Eloqua and various Email Service Providers. My project teams evaluated impacts and engineered solutions for expansion. -User interface changes to access new capabilities-Data storage changes (Oracle)-New data transfers to and from outside vendors (normally flat text or XML) for target and feedback files-UAT testing management-500+ Users♦ Assumed ownership of behind schedule event trigger API platform product, identifying numerous critical to quality gaps and successfully launching product on schedule.chedule.♦ Created the first Marketing application focused online training videos to increase training reach and socialize best practices on a consistent basis.

Led implementation of Corporate Service Quality (Lean Six Sigma/TQM based CX) initiative across 5,000 member Sales organization. Utilized customer experience research and extensive business analysis to drive change in Sales' systems and processes. Functioned in a Black Belt role while guiding Quality Action Teams. Projects: ____________ ♦ Developed reporting and monitoring infrastructure to enable service quality metric management . - Responsible for socializing and gaining buy-in for Sales employee quality metrics goals among Sales senior executive team and Corporate Quality Committee. - Trained regional Sales analysts in quality methodology and support systems. - Managed improvement project prioritization and sequencing to maximize outcomes utilizing Failure Mode and Effect Analysis (FMEA) and accurate forecasting of impacts.♦ Successfully launched automated call cycle application utilized across all FedEx US sales organizations sourcing call triggers from Marketing and customer service data sources. Reduced AE call management time overhead, ~40 hours/AE/year.♦ Optimized sales territory design, variable compensation plans and lead routing to support corporate strategy and maximize Sales force effectiveness.♦ Reduced production time of sales reports from over 12 hours to less than 2 while enhancing both content and clarity of information.♦ Optimized customer experience by improving sales responsiveness rate from 30% to 99% as a result of improved messaging application processes.♦ Prototyped a statistical methodology (time series and regression based) and data model to evaluate the marginal impact of each Sales activity on sales outcomes.♦ Optimized lead scoring algorithms and delivery mechanisms to improve account executive productivity.

Evaluated new market opportunities, generated business analytics and provided go/no-go recommendations for logistics and supply chain products. Supplied rigorous fact based analytical support to many parts of the marketing operation, including: direct campaign targeting, predictive customer modeling and sales leads generation.♦ Delivered predictive model based targeting lists for use in Marketing campaigns and by Sales.♦ Responsible for crafting forecasts for potential products without the benefit of actual sales data. Artfully blended publicly available data, primary research, proxy data and market test data to create a forecast framework. Provided compelling rationale for forecasting choices to senior executive phase gate committee.♦ Utilized time series and control group comparisons to estimate incremental revenue used in Everest business cases for new and existing products (Insight, GTM, Coolbox). Developed test plans and summarized results. Gathered relevant external data regarding market size and potential competitors.♦ Enhanced marketing campaign effectiveness by building an automated standardized process utilizing SQL and Coldfusion to measure campaign results and feed those back into the data mining, CRM and customer segmentation operation. ♦ Eradicated iFlash (daily international sales estimate of unrated packages) errors and decreased system downtime 92.3% through accurate root cause analysis and correction prioritization.