Experience

Alerus

• United States
• Financial Services
• 400 - 500 Employee

• SVP, Director of Operations and Process Excellence

  • Sep 2018 - Present

  Responsible for direction and oversight of the operational departments and functions within Alerus. Lead staff of over 160 employees and four direct reports. Responsible for direction and oversight of the operational departments and functions within Alerus. Lead staff of over 160 employees and four direct reports.



Wells Fargo

• United States
• Financial Services
• 700 & Above Employee

• Senior Vice President, Insurance Business Manager

  • Apr 2015 - Aug 2018

  Led multi-site service contact center, quality, customer care, operations and workforce management teams with a customer base of approximately 230,000, and a budget of $13 million. Led staff of over 100 employees with six to nine direct reports, mentoring high performers across the organization. Implemented new customer-focused quality program that had an immediate improvement in customer satisfaction. Led multiple system and process enhancements that lowered costs and improved efficiencies as well as team member satisfaction. Show less

• Vice President, Retirement Service Center Director

  • Jun 2007 - Apr 2015

  Led multi-site participant services contact center operation with client base of approximately 6,000 retirement plans, including the Wells Fargo Corporate plan, 3.5 million participants, and a budget of $19 million. Led staff of more than 380 employees and seven direct reports, mentoring high performers. Managed contact center integration with Wachovia, managed approximately $6MM in telephony projects, implemented new site in Manila, Philippines, exceeded participant satisfaction goals by consistently ranking in the 99th percentile of Gallup's customer satisfaction rankings. Show less



UnitedHealth Group

• Hospitals and Health Care
• 700 & Above Employee

• Senior Manager, Enterprise Client Services

  • 2005 - 2007

  Led multi-site contact center and service resolution operations with a customer base of approximately 40,000 brokers, 175,000 companies, and 600,000 calls per year. Led staff of 110 employees and four direct reports. Managed load balancing with other departments, adding an additional 1,000 to 10,000 transactions per month. Led multi-site contact center and service resolution operations with a customer base of approximately 40,000 brokers, 175,000 companies, and 600,000 calls per year. Led staff of 110 employees and four direct reports. Managed load balancing with other departments, adding an additional 1,000 to 10,000 transactions per month.



Wells Fargo

• United States
• Financial Services
• 700 & Above Employee

• Vice President, Manager of Operations

  • 1994 - 2005

  Led service operations, alliance relationships, and managed facility for defined contribution business, with site management responsibilities for three years. Serviced a client base of approximately 1,000 retirement plans, 275,000 participants, and $8.6 billion in assets. Led staff of 60 to 150 employees and 2 – 7 direct reports, mentoring high performers. Budgets ranged from $1.7 to $9 million. Managed aspects of operational transition and integration with Wachovia. Led service operations, alliance relationships, and managed facility for defined contribution business, with site management responsibilities for three years. Serviced a client base of approximately 1,000 retirement plans, 275,000 participants, and $8.6 billion in assets. Led staff of 60 to 150 employees and 2 – 7 direct reports, mentoring high performers. Budgets ranged from $1.7 to $9 million. Managed aspects of operational transition and integration with Wachovia.



Great-West Investments

• United States
• Financial Services
• 500 - 600 Employee

• Sales & Service Assistant / Office Manager

  • 1992 - 1993

  Opened and managed new office. Answered requests for proposals, paid brokers. Created templates for proposal pages for use by Tampa office, increasing their efficiency by 25% and decreasing their error rate by 5%. Opened and managed new office. Answered requests for proposals, paid brokers. Created templates for proposal pages for use by Tampa office, increasing their efficiency by 25% and decreasing their error rate by 5%.



Government Employees' Benefit Association

• Policy Service & Billing Manager

  • 1989 - 1992

  Managed office of eight, administering various insurance policies, and record keeping $55 million supplemental retirement plan. Automated billing and statement process for 35% quicker turnaround. Directed networking of office computers, paying for upgrade within three months due to gained efficiencies. Managed office of eight, administering various insurance policies, and record keeping $55 million supplemental retirement plan. Automated billing and statement process for 35% quicker turnaround. Directed networking of office computers, paying for upgrade within three months due to gained efficiencies.