Experience

Cigna

• United States
• Wellness and Fitness Services
• 700 & Above Employee

• VP Operations, Individual and Family Plans

  • Jan 2017 - Present

• Vice President Customer Experience, Service Operations

  • Aug 2014 - Present

• Director, Call Effectiveness

  • Jan 2011 - Jul 2014

• Continuous Quality Improvement Director

  • Nov 2009 - Dec 2010

• Director, Client Advocacy

  • Jan 2006 - Oct 2009

• Client Service Executive

  • Sep 2001 - Dec 2005



T.T.C. Illinois, Inc.

• Manager, Workers' Compensation

  • Oct 1996 - Aug 2001

  Managed multi-state workers’ compensation department of a Professional Employer Organization. Responsible for mitigating financial implications of workers' compensation losses as well as overall department staffing and operation. Achieved 20% financial loss reductions over 2 years.



Cigna

• United States
• Wellness and Fitness Services
• 700 & Above Employee

• Operations Manager

  • Aug 1988 - Sep 1996

  Began career at Cigna as a medical Claim Processor and quickly progressed to roles of increasing responsibility including Complex Claim Processor, Team Leader and then Claim and Member Services Manager responsible for leading call and claim service teams in achievement of all performance metrics including customer satisfaction, quality of service, productivity and overall development of staff, and being the Service Operations face to employer clients.