Lead customer service teams (7-12 managers, 150-250 associates) as they educate participants on plan details and decision making within their employer sponsored benefit plans. Responsible for strategic planning and execution for the North Carolina site as well as national projects focused on employee engagement, professional development, operational efficiency, and customer satisfaction.

Led diverse cross-site team of 6 managers and 30+ associates responsible for providing best in class customer service to Fidelity Charitable’s High Net Worth, Advisor, and Core Donor market segments.

Led Client Focused Team of 20+ responsible for service delivery/pension administration for The Hartford and The Walt Disney Corporation, including operations management, client management, and project delivery.

Owner of DB client relationship for multiple strategic clients. Influence/negotiate with internal and external customers to drive processes focused on maximizing client satisfaction and profitability.

Led portfolio of process improvement initiatives designed to reduce cost and drive business performance.

Process owner for Payroll Deductions and DCX Phones with 40+ on/off shore associates.

Directed team of analysts responsible for managing delivery of tools and reporting to drive executive decision making.