As a senior leader, I led the organization's product management maturation strategy and practices across the enterprise, strategically advancing and elevating product management to new levels in key areas including leadership, agile, process & tools, and innovation. I drove and influenced executives to create alignment using agile principles, fostering transformative change across the enterprise.- Orchestrated an executive-level initiative, strategically integrating agile principles to create synergy between product, technology, and data teams, aligning efforts towards achieving product vision, business goals, and user needs. This engagement model laid the foundation for the successful implementation of key objectives through an agile framework.- Spearheaded a multi-year enterprise digital customer experience vision and strategy to deliver a tailored, comprehensive, and personalized digital interaction layer, enabling patients to engage with Quest autonomously on their terms. I collaborated with technology and data teams to set a foundation for common services, establishing the groundwork for the long-term vision.- Championed a visionary product maturation strategy at the executive level, collaborating with and steering a cross-functional team through the macro discovery process and RFP of customer Identity Access Management. This effort resulted in the development of a multi-year strategy to secure and streamline the registration and log-in experience for customers for multiple points of engagement.- Built comprehensive digital roadmaps, guiding the organization through complex transformations and ensuring alignment with long-term business objectives and market demands. These roadmaps facilitated clear, strategic planning and execution across various digital initiatives.

I had the privilege of directly leading cross-functional Agile teams building engaging end-to-end digital customer experiences. These teams were comprised of both product management and technology tasked with building digital applications for institutional, insurance, annuity, wealth management, and identity and access management products. With a focus on innovation and growth, we utilized cutting-edge technologies such as React/Node.JS, RESTful APIs, Kong API Gateway, Jenkins, Kubernetes, AWS, Apex (Salesforce) and more.I owned product North Star visions, strategies and roadmaps, centered on design thinking methodologies, which enabled digital capabilities that empowered customers to self-service on MassMutual.com and CRM technology. We successfully automated manual processes to improve the customer experience, increase efficiencies, and decrease unit costs. Some examples of capabilities we implemented are beneficiary changes, recurring payments, claims management, user profiles/preferences, wallet features, pay hub, fund allocations, loan requests, disbursements, identity proofing and multi-factor authentication(CIAM). I created an omni-channel strategy encompassing customers, call centers and advisor/brokers and drove aligned outcomes in the technology and experiencesI created an environment where teams could work autonomously, while remaining laser focused on driving business goals. With a focus on purpose and outcomes, we were able to balance innovation and growth while achieving our goals. I am proud of the impact we had on the overall customer experience, on moving towards a modern architecture and on driving operations efficiencies.On behalf of my direct leader, I was honored to lead the entire digital organization (300+ people) and I was her named successor. I served as the Chair of the Diversity, Equity, and Inclusion Committee for the Enterprise Technology Experience organization.

As an experienced claims leader, I successfully led cross-functional teams focused on maximizing the organizations potential through innovative product and technology delivery, proactive analysis, planning, and consultation. My expertise in building a claims strategic vision and roadmap drove outcomes that achieved our organizations goals and superseded customer expectations.From the ground up, I built and led an innovation center of excellence that fostered a culture of creativity, experimentation, and problem-solving, driving the development of innovative solutions that changed the way the organization worked and optimized the business while driving customer value. My efforts garnered recognition from leaders across the enterprise, the CEO, and a well-known author. Under my leadership, we spearheaded lean transformation efforts that reduced the time to pay Life claims from ~30 days to 3 days at a 20% adoption rate, leading to significant cost savings and a better customer experience.I am proud of my track record of cultivating a positive culture of transparency, transformation, and growth mindset. I led a matrixed organization that included communication, training, quality, content management, vendor portfolio, strategy, project portfolio, lean practices, field investigation, and data management, ensuring every team member felt valued, empowered, and supported in their work. My passion for driving innovation and fostering a collaborative work environment make me an ideal candidate for any organization looking to innovate and excel in the claims space.

As a strategic program manager with a strong customer-centered mindset, I partnered with executives across the enterprise to develop and execute strategies that delivered exceptional customer experiences while achieving business goals and objectives.By spearheading the overall vision and strategy, I drove the development of capability roadmaps, prioritized and sequenced future initiatives, and collaborated closely with technology leaders to ensure solutions aligned with business outcomes.To ensure we were building the right solutions, I closely examined customer journeys to focus our efforts on the most impactful work. Through my leadership, we drove change and delivered results that positively impacted both our customers and the business.

Working on multi-million-dollar transformation projects, I cultivated a thriving culture of innovation and collaboration by driving impactful change management and organizational design initiatives. Working closely with technology partners, I led efforts to ensure that business needs were accurately interpreted and built to specification, resulting in the delivery of solutions that drove digital transformation of the underwriting and case management business.

As the leader for the Distribution Servicing Platform (DSP) project, I successfully managed project management, training, and documentation efforts using industry-proven methodologies.I built and led a high-performing team to develop the training curriculum and documentation, supporting a multi-million-dollar strategic initiative.By optimizing the delivery of training and documentation, I significantly reduced the time it took to build training by over 50%, resulting in increased efficiency and effectiveness.

As an accomplished instructional designer and expert facilitator, I conducted in-depth root cause and trend analysis to identify performance pain points and determine essential training needs.Using the ADDIE model and instructional design methodologies, I developed comprehensive training materials that effectively addressed the identified needs, resulting in measurable improvements in employee performance.My proven ability to design and deliver training programs that engage and motivate learners has consistently earned high praise from both participants and stakeholders.

Processed billing and collections on multiple system platforms and for various billing jobs. Provided superior customer service through analysis, research and strong communication.