Experience

Angel Network

• United Kingdom
• Technology, Information and Internet
• 400 - 500 Employee

• Consultant

  • Jan 2018 - Present



Humana

• United States
• Insurance
• 700 & Above Employee

• Program Manager in Retail Service Operations

  • Jun 2006 - Jan 2018

  • Leads a team of Process Consultants and Project Managers to successfully deliver on Retail Service Operations (RSO) projects, and leads a team responsible for Digital Quality audits and dashboards, Remote Customer Care audits and dashboards, and the RSO Quality Summary Dashboard. • Providing oversight for 14 major Member Calls projects, and 11 other RSO cross-functional projects. • Working with RSO leadership and the Strategic Alignment Integration Team to develop Key Performance. Indicators and implement Process Discipline methodology across Retail Service Operations. • Successfully implemented the first RSO Mentoring Circle. • Serving as a mentor to an RSO Oversight Green Belt Team and to two students working on PMP prep. • Serving as a mentor for the Women’s Resource Network Group. • Led a cross-functional project for RSO (Maximum Allowable Fee Phases I & II) to successful completion (Improved savings by $90M). • Met all KPIs during 2016 and 1Q17. Show less



AT&T/BellSouth

• 9100 Shelbyville Road, Louisville, KY

• Project Director

  • Jan 1991 - Oct 2001