Client Support and Administration

• May 2022 - Present

Product Strategy - Technical Management

• 2016 - 2017

Supported Vice President with task management and division-level project planning; completed special projects as requested. Provided project management support for department-level initiatives. Primary contributor for audits, market conduct exams, and litigation cases related to historical product information. Selected accomplishments: • Designed workflow maps documenting processes from point-of-sale to policy delivery with complete collection of inputs and outputs, supporting corporate-wide strategy meeting to identify efficiencies around critical business functions. • Took initiative and partnered with business project, utilizing training / templates for implementing and managing change, leading to a well-received project, thorough and proactive communication, and clear intent to impacted parties. Show less

Product Implementation Manager

• 2009 - 2015

Oversaw resources and outputs needed to support business functions of Product Development, Product Filing, and Product Implementation. Managed 3 direct reports and $130K operating budget. Responsible for the retention of product documentation; information owner. Led 2 corporate cross-functional teams responsible for developing and launching new products. Selected accomplishments: • Implemented tools, communication, and methodology that enabled DI Product line to conform with new Product Development gate-review process, leading to streamlined documentation, a SharePoint repository, and enhanced teamwork / communication between project teams. • Acted as business owner on Product Filing LSS Black Belt project to mitigate single point-of-failure risk, earning Green Belt, creating tools / documentation / procedures, improving relationships and services provided. • Hired and built team of 2, mentoring and coaching from individual contributor to people-management roles. Show less

Manager of Product Services

• 2007 - 2008

Supervised Product Support team of 6, supporting field-facing call center, and team of 2, providing technical support for illustration systems. Managed operating budget of $110K. Headed 2 corporate cross-functional Product Implementation Teams; Implemented new product and upgrades and provided project management support. Selected accomplishments: • Mentored team coordinator to level of distinguished performance and improved team morale; created and filled Team Leader role; successfully transitioning responsibility. Facilitated teamwork, cross-training, and quality checkpoints. • Received recognition for role as Program Manager on Taliesin project, major update to core DI product, which spanned over 2 years, involved 170+ employees and cost over $4M. Participated in vendor management for delivery of a new illustration system. Show less

Manager of Client Services

• 2004 - 2006

Oversaw 3 operational areas; Premium Payments (team of 10), Policy Administration (team of 9) and the Technical Support team (team of 7) each supported by a Team Leader. Managed operating budget of $250K. Led corporate e-Forms Implementation Team. Selected accomplishments: • Implemented staffing model and coordinator roles and updated customer surveys and quality controls, consistently leading teams to meet or exceed target business goals and receive recognition for providing Dalbar award-winning customer service. • Executed role of Project Manager for DI Consolidation project, which converted 250K+ policies to common administration platform, enabling better customer service experience and improved data quality, resulting in more accurate experience studies and company analytics. Show less