Provide cross-industry thought leadership on agile transformation; customer advocacy through user experience techniques; and operational excellence through a deep understanding of the alignment of strategic objectives to tactical demands.

For the largest home improvement Retailer in the U.S.:-- led the enterprise-level agile transformation of an IT division incorporating multiple platforms including SAP– serving as the product owner, scrum master and business process improvement specialist for the enhanced camera project: lead the agile development of a custom cloud-based, web application designed to manage the deployment, repair and replacement of 40,000 cameras across 2000+ stores.For the world's second largest cruise company:Led the development of complex taxation and fees business rules for use in a new web-based finance application designed to cut processing time by 75%.For U.S.'s third largest cable and broadband company:Facilitated the Rapid Process Map elaboration of the second phase of the The Network Workforce Management Solution which includes the delivery of a web user interface (Portal) that is integrated to multiple client systems, as well as management reporting capability delivered through the client BI environment. The overall Solution will provide an optimized technician user interface as well as automate the distribution and prioritization of work to the network technicians in the field. By leveraging this effort, Network Operations will maximize technician efficiency through creating processes that are efficient, repeatable, and automated, realizing an estimated $38.6M in savings over 5 years.For U.S.'s largest pulp and paper company:Performed business analysis Rapid Process Map elaboration of an application replacement to eliminate manual payments processes, automate invoice reports and provide more platform stability to significantly reduce data issues and eliminate the constant need for technical sales intervention.

Largest U.S.-based Mutual Life Insurance company:Provide project management focus and rigor around the $4M tactical deployment of SunGard's industry-leading, next generation Risk Management Platform for insurers, combining advanced actuarial modelling with a powerful production platform. Leading U.S.-based Regional Health Insurance Organization:Provide agile project management focus and rigor around the $3M tactical deployment of SunGard's industry-leading healthcare BPM platform MACESS processing 250k claims records daily. Leading U.S.-based Managed Care Organization:Provide project management focus and rigor around the tactical deployment of SunGard's industry-leading healthcare BPM platform MACESS within a 4-year strategic claims processing transformation program. Regional Medical Assistance Health Plan Company:Engaged client to examine its end-to-end claims process and to assist the leadership team in defining a leading practice claims processing Center of Excellence (COE). The resulting plan encompassed process automation, process integration and reengineering of the Operations Support group. The ultimate goal of the program improved the client's ability to react to regulatory changes, increment Provider experience through greater visibility and support, increase scalability and reduce the overall cost of daily operations.Leading Managed Vision Care Organization:Developed a MACESS Proof of Concept to discover a multitude of potential new Reporting and Invoicing processes through the use of lean six sigma techniques and the full employment of their Macess platform.

Leading Global Wealth Management firmPreviously: Lead business process architect of a cross-channel, wealth management branch process workflow solution that automates the client request interaction between front office branch financial advisers, middle office client service advisers and back office support operations groups utilizing the IBM Websphere BPM stack built on a SOA platform. The solution supports 30k branch personnel and produces the following measurable results: operational savings of $105M over 5 years, 15% efficiency gain through reduced process overhead and bottlenecks, increased management transparency through enhanced metrics, significantly reduced time to market for new products / services, increased client face-time for Financial Analysts rather than supporting internal administration, streamlined selling and maintenance activities through the use of workflow and reusable assets, accelerated future Business Process Management projects by creating core architectural reusable assets.Previously: create, analyze and assess next steps of the current state inventory of Pegasystems usage within and across LOBs for a major U.S.-based financial services firm. The assessment will focus on processes selected, implementation techniques, project methods and approaches, and results or benefits streams that are expected from the various initiatives.

Previously: applied IBM's industry-leading retirement services process framework to develop an End-to-End business process model for participant Enrollments for a non-profit, U.S.-based financial services firm. To support the implementation of a re-engineered Enrollments process across multiple input channels, we are built the governance structure and Center of Excellence for deployment, assisting with the macro design of the various Enrollment processes identified, and assisted in the development of some of the exception processes identified in the design process.Previously: deployed the Pega PRPC workflow tool across retirement services for a U.S.-based financial services firm. Worked with client front and back-office teams to re-engineer business processes to align with participant and sponsor expectations, track end-to-end processes for vertical reporting and provide data for ongoing continuous improvement.Previously: provided business process, systems requirements development, full testing lifecycle development and program governance support to enhance customer experience process optimization for a major U.S.-based global financial services firm.Previously: for a major U.S.-based online retailer provided advisory support to establish overall PMO program governance and structure. The program enabled predictable, scalable, transparent support process through the seamless integration of case-specific member / item data, tools, channels and process automation to one user interface.

I managed complex IT and business implementation projects in the Insurance industry. I managed and assisted with business process development, application development, software and performance improvement projects. Additionally, I conducted executive-level home-office and field-office presentations as well as on-site training.- Business Project Management Consultant: Implemented process improvement for claims field communications via clear knowledge management strategy and repeatable polling process to capture future needs; lead the development and implementation of uniform and objective portfolio management best practices across multiple application environments; developed, organized and presented long-term project overview information to regional leadership groups.- Deployment Coordinator: developed long-range application release planning calendars and release synchronization process, traveled to field service office sites to implement hardware/software release and conducted desktop hardware/software consolidation following merger.- Senior Analyst: conducted planning, analysis, classification strategy and developed intranet knowledge management website with ASP/COM for claims systems training.- Technical Writer: completed technical documentation on numerous internal applications and mainframe platforms within Claims Solutions department.- Telecommunications Analyst: Administered the IEX Totalview personnel-management system to provide call volume forecasting, employee staffing projections and schedule adherence and administered the NICE quality-management voice-recording system.- Customer Service Representative: handled intake of incoming commercial claims for policyholders.