Work with all business unit leaders to define and measure digital KPI targets and results. Published presentations and reports for the Enterprise Senior Leadership Team every month. Measured the value realization of a $250 (M) Gen AI portfolio. Built intake and prioritization process then aligned key resources when planning new projects in our portfolio.• Aligned 4 of 5 COO budgets to Labor PMPM savings results from Gen AI digital transformations. • Eliminated 60% of Digital Transformation KPI reporting effort building custom automation flows. • Forecast with 98% accuracy the outcome of Gen AI projects using CURES and UX frameworks. • Aligned 90% of underperforming Gen AI projects to digital KPI targets with forecasted results.

Improve project team processes, tools, and effectiveness. Worked with product and business leaders to write business and UX requirements, then aligned development teams and other key resources ahead of our backlog of projects. Facilitated project team retrospectives after go-live. Stayed on time and on budget for all the projects I was assigned.• Ensured 90% of project questions were resolved at kick-off with UX research methods. • Created 100 + user experience deliverables and project management deliverables O365.• Eliminated 80% of complaints about project KPI reports by redesigning project status reports.• Reduced 22% of project leader errors by building and writing guides in a project process library.

Discover improvement opportunities in business team’s processes and technology. Partner with engineering and product teams to estimate effort and cost. Support agile development teams daily, and SAFe release trains monthly. Led several separate project workgroups for Change Management, Value Realization and UX research at the same time.• Saved 300+ monthly disenrollments by mapping members journeys to getting dental care. • Reduced 90% of SRT escalation calls by aligning projects to improve what matters to CSRs. • Eliminated 60% of STARs complaints for transportation benefits using ethnographic studies.

Established centralized teams of supervisors focused on complex issue resolution for every GBD and most Commercial lines of business. Deployed SME support for project and process improvements. Supported stakeholders through product launches. Analyzed escalation data tracked by my team to identify trends, risks, and opportunities. • Built 7 new departments that grew to 150 + Operation Experts using Business Model Canvas generating techniques.• Prevented 60% of GRS member’s requests for a supervisor by using 2nd-lvl team data to discover opportunities.

Facilitate associate trainings focused on system use and operational procedures while navigating complex government regulations. Designed learning certification programs, maintained course syllabi, implemented tactical content strategies and governance while managing the GBD technical learning projects portfolio resources and budget.• Eliminated 28% of new hire time-in-training by converting traditional content/courses to virtual.• Gained 15% increase to product developers cumulative flow by optimizing processes and tools.

Resolved complex escalations for GHB call center associates. Mentored direct reports, audited interactions from front-line associates, provided daily support to front-line associates, and took escalated requests to speak to a supervisor. • Led all government operations service teams through system migration from legacy platforms.

Respond to customer questions by telephone and written correspondence to maintain positive customer relations.• Maintained 100% Member Satisfaction and First Call Resolution in every interaction.