Part of the New York Operations Leadership team, oversee day-to-day local business operations, business plan management, execution and service excellence for the City of New York’s 250k retirees. Develop and drive the local New York plan strategy to ensure New York business grows while leveraging Anthem’s scale and shared resource capabilities. Drive consistent performance of direct and matrix shared service areas, develop and implement business plan strategies, and represent New York with key internal stakeholders.Responsible for identifying opportunities for developing and implementing best practices, managing complex client escalated issues, and project manage key initiatives supporting NY’s long-term business plan.

Led voice of the customer and speech analytics initiatives by collaborating with internal and external stakeholders to deliver scalable product solutions servicing 10 different analog and digital channels. Implemented global strategy for voice of customer standardization to operationalize digital business intelligence tools and simplify business analytic and reporting processes in over 30 different countries

Responsible for formulating MetLife's global customer servicing strategy. Explore and establish new service channels to meet customers where they want to be served. Devise and refine best in class voice of the customer processes based on market research and business priorities. Provide the customer servicing organization with a clear mission and framework to approach transformation and planning. Own global benchmarking effort to align and standardize the collection and measurement of KPIs across multiple channels.

- Designed operating models for specialty, wellness, as well as product teams within a Payer organization by conducting current/future state analysis, product simplification processes, resource planning, and creating detail road maps for execution- Led competitive analysis and market research efforts to advise on the strategy and execution of a reorganization within the Product team for a national Managed Care Organization- Supported the design and launch of Affordable Care Act Exchange products by a Managed Care Organization through the development project management dashboards, business requirement documentations, and analysis/reporting of provider networks in 9 states- Authored and produced business analysis tools such as customer journey maps, playbooks, communications plans, and business proposals for over 15 different project teams and 3 Managed Care Organizations

- Formulated digitization strategy for the National Archives through creation of as-is and to-be business process maps, concept of operations document, gap-analysis and over 200 functional requirements and business rules- Analyzed baseline documentation of Amtrak's labor management processes using business process reengineering tools to map over 36 business processes- Designed assessment surveys and program management documentation for USPS Office of National Preparedness to facilitate the communication of critical security information between critical USPS facilities- Conducted Lean Six Sigma analysis for the USPS Commodity Management Center by engaging in data collection, costs analysis, cycle time reduction and process improvements- Authored Standard Operating Procedure documents for the Defense Information Systems Agency’s RACE cloud computing effort- Facilitated and led stakeholder meetings at multiple client engagements for requirements gathering, document review, change communication, change management and consensus building- Managed partnership programs with small business partners to foster development of potential teaming opportunities in the Federal transportation market

- Designed and implemented performance management strategy to facilitate implementation of individual strategic initiatives for team of 42 senior managers- Conceived and built automated feedback scorecard system for Global Business Managing Director to streamline decision-making processes and reduced performance report production time by 80%- Developed complex Excel/Visual Basic and Microsoft SharePoint tools to increase performance and scalability of performance management reporting functionality

- Evaluated client needs and implemented a computer software and hardware solutions which improved database transactions