Director of Operations and Vendor Management

• Mar 2021 - Present

Client Relationship / Service Delivery Manager

• Nov 2015 - Aug 2020

I managed operational relationships with multiple DXC clients, generating more than $10m in annual premium and implemented an effective customer retention program. I developed staffing plans, built and mentored operational teams, enabling functional managers to enhance client-specific delivery.♦ Led process improvements, reducing service level agreement (SLA) failures and penalties by nearly 90%.♦ Steered troubled account out of contract breach, retaining $250k+ in monthly premium. I managed operational relationships with multiple DXC clients, generating more than $10m in annual premium and implemented an effective customer retention program. I developed staffing plans, built and mentored operational teams, enabling functional managers to enhance client-specific delivery.♦ Led process improvements, reducing service level agreement (SLA) failures and penalties by nearly 90%.♦ Steered troubled account out of contract breach, retaining $250k+ in monthly premium.

Director of Policy Administration

• Dec 2013 - Dec 2015

I orchestrated the relationship between MetLife and its partners to provide seamless service, building a PCI-compliant call center and implementing standard operating procedures to improve efficiency and reduce risk. ♦ Played key role in creating dedicated Retention Team, saving $800k+ annualized premium in its first year.♦ Cultivated effective relationship enabling growth of business with outsourcing provider; represented more than 80% staff increase in less than one year.♦ Launched outbound call program, including Welcome Calls, Placement Calls and Collection Calls, increasing customer retention by double digits.

Policy Administration Manager

• Jun 2010 - Dec 2013

I developed and managed a comprehensive quality control (QC) plan for department, created a capacity model for budget and staff planning. I ensured timely and accurate issuing and invoicing of policies, implementing a reporting dashboard to enable transparent processing. ♦ Led implementation of new knowledge management solution, improving metrics targets across multiple departments by as much as 25%.♦ Implemented companywide Ease of Doing Business strategy, driving department improvements to increase profitability and partner satisfaction.

Director - Client Services

• Jun 2009 - Feb 2010

I directed multiple departments, streamlining operations and increasing client satisfaction by improving accountability and increasing operational efficiencies. I developed multi-tiered controls within the commissions process, and I designed a strategy enabling clients to send eligibility files electronically.♦ Developed A/R reporting tool for account management incorporating historical reconciliations, audits, controls, and accountability.♦ Created multiple eligibility audit control reports, saving as much as $30k/month in lost premium revenue.

Revenue & Commissions Mgr

• Jan 2007 - Jun 2009

I managed billing, reporting, and commissions departments, overseeing compensation processes for external brokers, sales, and account management programs. I also managed monthly revenue and A/R reporting across all legal entities, ensuring that all procedures met SOX standards. I managed billing, reporting, and commissions departments, overseeing compensation processes for external brokers, sales, and account management programs. I also managed monthly revenue and A/R reporting across all legal entities, ensuring that all procedures met SOX standards.

Commissions Manager

• 2006 - 2007

Commissions Manager

• 2000 - 2005

Manager

• 1993 - 2000