Led 8 highly diverse operating areas and 153+ associates including continuous improvement, project and product management, workforce management, network management, data analytics and reporting, and business support functions. Implemented strategic plans, data analytics, operational efficiency, and customer improvement initiatives across operations (claims/customer service), sales, account management and marketing. * Led cross-team efforts to increase Consumer Effort scores from 83% to 90% and Net Promoter Score (NPS) from 56 to 64 within one year. These enhancements directly impacted customer retention and brand satisfaction by optimizing workflows, processes, and training based on customer survey data.* Developed capacity modeling and inventory reduction plan for operations reducing inventory by 45% and improving turnaround time by 10% resulting in an additional $75k in revenue. * Executed program increment sessions under Agile framework that delivered over 800 new features from 2019-2024. Enhancements significantly improved efficiency and quality across various operational domains, leading to cost savings of $2.8 million and generating an additional $50,000 in revenue. * Automated reporting and dashboard development across key areas (operations, workforce management, financial forecasting, sales/marketing, and medical management). Result: 40+ hours saved weekly using Tableau and new MS Access/SQL databases.* Achieved over 90% associate survey satisfaction from both direct and indirect reports from 2018-2023.

Directed a team of 9 Data Analysts and 1 Program Director to develop and implement multiple applications, data analytics, and reporting for commercial sales and account management. Reengineered processes to deliver efficiency, reduce reporting turnaround time, and strengthen data integrity across the organization. Established performance indicators, operating goals, productivity improvements, and cost reductions that consistently enhanced output, quality, and customer satisfaction.* Reduced overall turnaround time by 28% from 7.7 days to 5.5 days to boost speed to market in sales and renewal process for network analysis.* Established and maintained financial controls for budget more than $1.2M offsetting 5% volume growth with no increase in staffing.* Partnered with procurement and outside vendor to achieve 16% reduction in expenses saving ~$1.6M over the contract term for a large initiative.

Led team of 5 Program Directors/Managers to gather and analyze data using qualitative and quantitative research techniques using information from database resources, application improvements, and partnering with sales staff. Partnered with various business areas and IT to consolidate data to drive strategic initiatives within National Accounts.* Delivered IT savings of ~$750k by developing and maintaining desktop MS Access applications that enhanced reporting for sales, account management, membership, compliance activity, sales licensing, and various ad-hoc reporting requests.* Led integration of Salesforce CRM and reporting tools for commercial sales and account management to ensure use of the most efficient processes by leveraging LEAN principles. Developed user interface (UI) around sales/renewal processes and workflows with end-user engagement. * Successfully completed projects aimed at streamlining the efficiency and accuracy of capturing data related to Health Care Reform benefit provisions for National Accounts, resulting in a 25% increase in submission percentage.

Provided counsel to business unit leadership for National Accounts across several impactful related to sales processes and account management renewals. Defined and advised on measurement strategies, tools, and scorecards for various organizational initiatives, including the development of sales incentive programs. * Reduced work effort to process National Accounts incentive compensation payments by 20%. Improved quality to >99% based on internal audit findings, and reduced post payment errors by ~$1M on an annual basis. Received highest award (“Pinnacle Award”) for completion of new applications to support the process.* Successfully completed 100% of all project plan deliverables ahead of schedule for the integration of iAvenue CRM application into National Accounts as a CRM solution for the organization.

Multiple Positions:* Business Project Manager* Finance/Reporting Manager - Grievance and Appeals* Finance Controller – Claim/Call Center Service Operations* Efficiency Analyst/Process Improvement Specialist * Operations Manager - Refunds and Adjustments* Trainer - Claims/Customer Service* Team Leader - Claim Operations* Customer Service/Claims Associate