Experience

American Senior Benefits

• United States
• Insurance
• 400 - 500 Employee

• General Manager

  • Jan 2019 - Present

  American Senior Benefits is a company focused identifying and providing insurance solutions for Seniors, which continues to be my passion. Supporting the sales team from the back office by ensuring they are property contracted, commissions are paid correctly and timely, as well as maintaining high quality assurance standards is the primary focus of my role. American Senior Benefits is a company focused identifying and providing insurance solutions for Seniors, which continues to be my passion. Supporting the sales team from the back office by ensuring they are property contracted, commissions are paid correctly and timely, as well as maintaining high quality assurance standards is the primary focus of my role.



SCORE Mentors Kansas City

• United States
• Professional Training and Coaching
• 1 - 100 Employee

• Certified Mentor

  • Jan 2018 - Present



USAA

• United States
• Financial Services
• 700 & Above Employee

• Executive Director of Business Controls and Governance at USAA

  • Apr 2014 - Sep 2017

  A leader of leaders, whose diverse teams optimize and integrate Quality Control Oversight through an agile, holistic framework that identifies and solves critical regulatory and business issues to reduce risk. As the leader of six diverse control oversight teams, I supported the regulatory and operational risk life cycle (identifying, monitoring and reporting on quality controls and validation), ensuring that change controls and standard operating procedures are documented and aligned with regulatory requirements. Show less



UnitedHealth Group

• Hospitals and Health Care
• 700 & Above Employee

• Director of Learning Strategy & Planning Team

  • Aug 2008 - Mar 2014

  In my role, I lead a team who partners with Operational Leadership to identify and solve front line performance opportunities. Collaboratively strategizes with Quality, Performance Excellence, Systems, Instructional Design, and Delivery to determine appropriate solutions for all front line Commercial, Medicare, Medicaid, Appeals & Grievances, Global and U.S. Operations transaction and call agents. In my role, I lead a team who partners with Operational Leadership to identify and solve front line performance opportunities. Collaboratively strategizes with Quality, Performance Excellence, Systems, Instructional Design, and Delivery to determine appropriate solutions for all front line Commercial, Medicare, Medicaid, Appeals & Grievances, Global and U.S. Operations transaction and call agents.



United Health Care

• Kanas City Area

• Director of Learning Development Strategy

  • May 2009 - Jul 2011

  Define needs and develop necessary adult learning strategy for cross functional business partners. Develop a statistically valid quality program that focuses on the customer experience. Focus on Medicare Eligibility, Billing, Claims and Collections Define needs and develop necessary adult learning strategy for cross functional business partners. Develop a statistically valid quality program that focuses on the customer experience. Focus on Medicare Eligibility, Billing, Claims and Collections



United HeathCare

• Sr. Implementation Manager - Learning & Development

  • Aug 2008 - Apr 2009

  Sr. Implementation Manager responsible for managing all aspects of projects and the project team for the Learning Development Division of United HealthCare. Specifically supporting Medicare Solutions for Internal and External sales agents.. Sr. Implementation Manager responsible for managing all aspects of projects and the project team for the Learning Development Division of United HealthCare. Specifically supporting Medicare Solutions for Internal and External sales agents..



Express Scripts

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Training & Quality Learning Performance Manager

  • Feb 2004 - Aug 2008

  Directly managed all learning components and coordinated all operational cross-functional teams including but not limited to: Instructional Design for e-Learning and Instructor Lead solutions, Resource Management for forecasting, scheduling, facilitators, business experts and the Knowledge Management Team for online communication. Directly managed all learning components and coordinated all operational cross-functional teams including but not limited to: Instructional Design for e-Learning and Instructor Lead solutions, Resource Management for forecasting, scheduling, facilitators, business experts and the Knowledge Management Team for online communication.



John Volpi Foods, Inc

• Training and Development

  • Jun 2002 - Jan 2004

  Designed & developed operational training programs to meet the specific needs of all five divisions. Trained, developed and coached in-house facilitators to effectively administer programs at all levels [front-line non-English speaking to management]. Project manager responsible for oversight of Volpi’s first Professional Web Page. Partnered with sales to create cutting edge media materials for international trade show distribution. Designed & developed operational training programs to meet the specific needs of all five divisions. Trained, developed and coached in-house facilitators to effectively administer programs at all levels [front-line non-English speaking to management]. Project manager responsible for oversight of Volpi’s first Professional Web Page. Partnered with sales to create cutting edge media materials for international trade show distribution.