Director, Program Management

• Oct 2021 - Present

Director, Corporate Program Management

• Sep 2020 - Present

Interim Head of Marketing

• Apr 2021 - Oct 2021

Encore!Connecticut Fellow | UConn Department of Public Policy | Lean Process Improvement Consultant

• Feb 2020 - Nov 2020

Encore!Connecticut is an intensive hands-on executive leadership program and nonprofit fellowship run by the UConn Department of Public Policy. As an Encore!Connecticut Fellow I engaged in a fellowship at the United Way of Central and Northeastern Connecticut. Worked with the Workplace Giving Development Team to develop a Corporate Social Responsibility Engagement and Consultancy Model to diversify their revenue stream. Researched, proposed and developed a thank you strategy to streamline their process and more effectively outreach to and thank donors. Coached the team on how to use an Agile/Scrum project management mindset, documented processes and established Lean Process Improvement Initiatives to create efficiencies for Partnership Managers. Show less

Director, Project Management Office (PMO)

• Aug 2017 - Jan 2020

Created, staffed and managed a PMO (Project Management Office) for Application Development, Infrastructure, Security, and onboarding initiatives including the development of the Project Management Life Cycle process, gates, templates, job aids, monitoring and control check points, quality review, as well as staff training and development. • Implemented Monthly Risk Management and Project Status Review for Executive Leadership (CEO, CFO, CTO, and CIO). • Implemented company-wide resource management system and process. • Designed an integrated portfolio budgeting from project level input to portfolio view for senior leaders. • Created and rolled out a new hire orientation program. Show less

Director, Field Optimization, Program Management and Communications | Institutional Businesses

• 2014 - Jul 2017

• Managed multiple teams and complex initiatives from ideation through execution in a matrix environment. Set strategic direction for teams and projects -- typically national in scope and impact one or all business segments including multi-year projects with significant financial implications and improved service. Fully accountable for all aspects of programs including financial, regulatory, marketing, communications, training, and organizational effectiveness.• Integrate Product, Marketing and Training to develop and effectively deploy go-to-market strategies to deliver on goals.• Direct communications, to enable positive customer interactions and serve as single distribution point for all information.• Manage Forums: Manage and host monthly agendas and presentations for over 5,000 employees. Plan, coordinate, and facilitate forums for Regional leadership and for Market Heads, including managing issue resolution.Sampling a few key initiatives:• Delivered Mobile Technology: Ideation through development and delivery. Assessed needs, defined strategy, created and executed business plan, partnered with mobile engineering to optimize the efficiency through mobile devices.• Acquisition Planning and Execution: Integration planning including rules of the road, staffing models, organizational alignment, change management, communications, and training for the Humana acquisition. • Implemented Dynamic Social Platform for communications. Defined business requirements and converted a web-based postings process resulting in improved layout, process, turnaround times and message effectiveness for 650 stories per year. Created targeted message strategies and implemented consultative communications plans to optimize messaging.• Produced Video News Program to engage and inform sales and account management teams. Managed program from topic and casting selection and scripting to in-studio directing and on-camera segments. Show less

Director, Operational Effectiveness & Chief of Staff | Field Management | Institutional Businesses

• 2011 - 2014

Managed strategic initiatives focused on targeting brokers and HealthCare Reform, resulting in cost savings and improved service. Held individuals and organizations accountable for milestones and deliverables through influence in a matrix structure.• Implemented Producer Service Fees removing commissions from MLR calculations resulting in $10M BFIT. Scope included sales, quote, and case implementation to billing including dependencies with Legal and Compliance and change management. Developed producer and customer on-line signature collection process as well as tracking for 100% of over 9,000 customers.• Executed Broker Bonus Programs: Researched, documented and executed market specific incentives, cross-sale programs, and producer specific agreements after loss of a key employee. Instituted standard processes for future effectiveness. • Established Targeted Broker Strategies to test/measure success and inform long-term broker segmentation strategy.• Created Segment Executive Sponsors to give the specialty team a voice, and assist in bringing priority issues to the attention of the appropriate level within the organization to affect change.• Integration planning and change leadership for Coventry acquisition including Rules of the Road, communications, change management, training, and all producer touch points. Integration Lead for the migration of Coventry business including creating detailed workflows and implementing improved processes. Show less

Sales Enablement Senior Program Manager | Field Management | Institutional Businesses

• 2009 - 2011

Served as single distribution point for all information funneled to sales teams. Maintained consistent and effective communications throughout many organizational and leadership changes and identified opportunities to leverage organizational strengths.• Initiated and executed business unit input for communications to assure alignment with business strategies and created a process and layout improvement initiative which resulted in quicker and more effective communications.• Managed Forum for Sales & Account Management Teams: Managed, coordinated and hosted monthly topics agendas and presenters for over 5,000 employees.• Regional Market Head of Sales Forum: Planned, coordinated, facilitated forums and managed outcomes to completion for Regional leadership and for Market Heads and including managing issue resolution.• Medicare Liaison/Project Manager for several Medicare Sales initiatives within our existing commercial Book of Business including Medicare Retiree penetration initiative resulting in increased sales by 250%. Show less

Senior Program Manager & Chief of Staff | Specialty Products | Regional and Local Businesses

• Jul 2006 - 2009

Developed and managed strategic initiatives to improve service, remove sales obstacles, and improve cross sales. Built, monitored and managed plans through execution with new practices and programs being institutionalized. Performed Chief of Staff Functions.• Established Quarterly Billing review strategy to improve the billing representing > $6 M in 2008. Developed and presented proposal to secure approval for staffing solution to impact billing discrepancies with 10:1 ROI.• Cultivated Producer feedback: Coordinated and facilitated local producer feedback sessions in 5 cities. Consolidated and presented feedback resulting in the development of a new cross sale program for dental, life and disability.• Planned, coordinated and executed Regional Dental Deep Dive discussions including detailed work plans for each region while culling out items pertaining to all regions. Resulted in a new dental discount program.• Developed and executed strategic initiatives for Dental: Developed and implemented a Dental Advisory Council; created Dental Sales Executive monthly forum including training and communications. Developed and executed Dental 100 Day Plan, a highly successful cross segment initiative which led to the funding for a Dental Conference. Planned and executed the conference focused on both training and motivation. Show less

Operational Controls Manager | Group Insurance

• 2004 - Jul 2006

• Budget: Developed and managed $100M budget incorporating Broadspire acquisition; introduced budget variance process to increase accountability.• Staffing: Developed and implemented a staffing model for 80% of the organization. Established a staff tracking mechanism; proposed and received approval for $1M advance hire strategy.• Metrics: Developed and established department wide operational metrics package to close operational gaps. • Reporting: Implemented streamlined reporting process for Disability Initiatives to provide monthly updates to senior management and maintain focus on department priorities. Show less

Chief of Staff | Group Insurance Sales Administration

• 2002 - 2004

Led Sales Administration, Communications, Training and Development which contributed to reaching a $300M goal. • Maximized Sales & Growth Initiatives for Group Insurance Program Management Office (PMO) and achieved Profitability Action Team (PAT) goal of generating $20M of divisional income. • Produced Sales Newsletter with proactive topics receiving a 99% favorable feedback from the target audience.

PMO Manager, Multi-functional Project Manager | Operational Excellence PMO | Group Insurance

• 2000 - 2002

Operational Excellence:Consumer Services Project Manager: Selected projects, set direction, created plans and facilitated execution for Consumer Services Operational Excellence opportunities. Resolved issue, established, managed and held organizations accountable to metrics. • Exceeded financial expectations to $7.89M against a goal of $3.35M.Consumer Awareness: Coordinated Consumer Education Series (Max Power) to communicate consumer business model throughout all levels of the organization; Established a web site containing model documentation. Managed / Oversight on $7M in IT Funding for Group Insurance and served GI liaison for AES (Aetna Enterprise Systems).Future Business Model Strategy Team: Profiled constituent needs and built processes to service more efficiently with greater satisfaction; created Service Maps (identified internal and external facing processes) and business requirements. Documented metrics for each process; Developed CRM strategy including delivery timeline with technology support required for implementation. Designed change management strategy. Show less

Proposal & Underwriting Manager | Actuarial & Underwriting | Group Insurance

• 1996 - 2000

Developed Life & Disability proposal unit from a start-up operation which included development of proposal content, managing daily staffing issues and long term professional development and succession management. • Redesigned Long Term Care (LTC) proposal content and process resulting in a decrease in staffing from 5 FTEs to 1. • Created LTC marketing guidelines to allow a strategic focus on the most profitable customer profiles.

Sales Consultant | National Accounts

• 1994 - 1996

Created customer focused proposals for national account size customers including medical and ancillary product lines; focused on multi-site HMO offerings and Senior Choice products; facilitated and coordinated ancillary product offerings to present Aetna in a unified fashion to the customer; developed innovative proposal sections; Improved workflow process and increased consultant value in the proposal process, with Business Process Improvement Team. Represented Sales Support on systems development initiatives including developing requirements and providing direction for the Sales Support Database and QWEST question and answer database. Show less