Provide leadership and oversight of the Operational Excellence (OE) Department -- supporting the Program Management Office (PMO) and multiple operational sites. Responsible for OE-assigned projects including quality control, continuous improvement, quantitative analytics and forecasting, measures and metrics, audit support and implementation, policy development, and training. Drive improvements to optimize operations.

Provided strategic leadership for a federal government contract – including business operations, audit and compliance, technical initiatives, as well as developed/drove quality assurance and training initiatives to ultimately enhance customer experience.

Provide comprehensive consultative services to business management professionals. Services include guidance to Program, Operations and Production Managers on building and maintaining effective client/vendor relationships, business process assessments and improvements, change management and conflict resolution. Deliver training to leadership/management and employees, as appropriate, which includes effective business writing, customer care, soft and technical skills, as well as team building… Show more Provide comprehensive consultative services to business management professionals. Services include guidance to Program, Operations and Production Managers on building and maintaining effective client/vendor relationships, business process assessments and improvements, change management and conflict resolution. Deliver training to leadership/management and employees, as appropriate, which includes effective business writing, customer care, soft and technical skills, as well as team building and employee performance evaluations. Consultations and services are designed to enhance company performance, as well as the image and credibility of an organization – with the ultimate goal of better positioning business units to increase profitability, production, and/or ensure compliance with service level agreements. Show less

Effectively facilitated and delivered training to 100+ new hires to support new Line of Business in providing customer service support for health insurance plans (Medicare Advantage). Ensured the training met the needs of the client while following strict government guidelines and directives, in addition to utilizing learning management systems and web-based technology to deliver instruction to customer service representatives. Provided training and leadership coaching to junior trainers, as… Show more Effectively facilitated and delivered training to 100+ new hires to support new Line of Business in providing customer service support for health insurance plans (Medicare Advantage). Ensured the training met the needs of the client while following strict government guidelines and directives, in addition to utilizing learning management systems and web-based technology to deliver instruction to customer service representatives. Provided training and leadership coaching to junior trainers, as well as evaluated their performance. Show less

Facilitated and delivered effective training programs to train teams of customer service representatives in administering dental and vision plans for federal employees, ensuring the training met the needs of the company, while following strict government guidelines and directives.

Strategically directed a $5 million federal government contract, overseeing comprehensive business operations, audit and compliance functions, and the successful implementation of key technical initiatives. Managed a regional office with over 50 employees, providing defined benefits administration services to more than 70,000 participants in terminated pension plans trusteed by the Pension Benefit Guaranty Corporation (PBGC).

Managed and supervised the defined benefits administration activities of technical and non-technical staff in the administration of terminated pension plans trusteed by the Pension Benefit Guaranty Corporation (PBGC), a federal agency.

Managed the administration of health and welfare, as well as retirement plans for Trinity Church Wall Street/Trinity Real Estate and affiliates; coordinated efforts with executive staff to develop cost-effective program initiatives.