Product Operations Manager

• Feb 2023 - Present

Senior Manager - Business Operations

• Aug 2022 - Present

Senior Manager - Business Operations

• Feb 2022 - Present

Business Operations Manager

• Jun 2019 - Present

Building tools and processes to improve the employment-based immigration experience.

Analyst II / Analyst I

• Sep 2012 - Apr 2018

Management and Training • Operations analyst and manager of 2 teams responsible for $350 million in Deepwater Horizon (BP Oil Spill) Settlement payments to 24,000 property owners and lessees • Designed and led claims review training programs for 2 out of the 12 total claim types within the Deepwater Horizon Settlement Program • Authored internal policy updates to optimize workflow and achieve compliance with program policy • Directly supervised 15 claims… Show more Management and Training • Operations analyst and manager of 2 teams responsible for $350 million in Deepwater Horizon (BP Oil Spill) Settlement payments to 24,000 property owners and lessees • Designed and led claims review training programs for 2 out of the 12 total claim types within the Deepwater Horizon Settlement Program • Authored internal policy updates to optimize workflow and achieve compliance with program policy • Directly supervised 15 claims reviewers; indirectly supervised 20+ employees across two teams Process Improvement and Data Analysis • Analyzed and reported departmental performance metrics to identify pain points in the claims review process and reduce payment errors, resulting in team accuracy rate of 98.8% • Established productivity thresholds and implemented employee performance tracking/feedback process to improve individual performance, measure impact and inform staffing decisions • Executed ad hoc reporting requests regarding KPIs, billable hours, and claims data in Excel for clients and internal stakeholders Teamwork, Communication and Executive Briefing • Led biweekly meetings with C-level executives of a major client to present departmental progress reports, field questions and successfully drive a 6-year project to completion • Worked directly with clients and vendors to compile, distill and propose solutions to ambiguous claims-related/programmatic obstacles • Coordinated across teams to resolve escalated scenarios and authored scripts for communications team as property damage claims SME • Served on 7-member team providing oversight to 18 site offices across 5 states; evaluated compliance with program policies during bimonthly site visits and provided recommendations to senior management

Program Liaison / Claims Reviewer

• Nov 2010 - Sep 2012

• Performed quality control of economic loss claims resulting from the Deepwater Horizon oil spill • Program liaison to over 50 law firms representing hundreds of claimants; guided stakeholders through claims process and web-based application • Played key role in launch of Florida office as on-site liaison; provided real-time feedback to programmers and operations staff leading to successful office launch and rollout of online claims portal

Analytical Laboratory Technician

• Jul 2009 - May 2010

• Responsible for the determination and quantitation of tobacco components via High Performance Liquid Chromatography and LIMS analytical software • Prepared client data reports and statistical analysis summaries • Responsible for the determination and quantitation of tobacco components via High Performance Liquid Chromatography and LIMS analytical software • Prepared client data reports and statistical analysis summaries