EXECUTIVE PROFILE
Recognized as Key Catalyst and Results-Proven Leader within $1.3 Billion Organization
Track Record of Success in Achieving Multimillion-Dollar Revenue and Bottom-Line Gains
Strong Background in Planning and Executing Web-Based Systems Development and Implementation
Executive with 10 years of leadership experience and track record of success in improving business development, profitability, service, and operational functions for industry-leading organization.
Strong and decisive director with excellent analytical, team building, and change management skills.
Served at the forefront of critical application development and implementation projects that met short-term goals and established path for long-term growth.
Knowledge/skill areas include:
* IT Systems Planning & Design
* Cross-Functional Team Direction
* Partnerships & Alliances
* Strategic Planning & Execution
* Customer Satisfaction/Retention
* Regulatory Compliance
* Process Simplification & Redesign
* Knowledge/Thought Leadership
* IT-Business Alignment
AREAS OF EXPERTISE & SELECTED ACHIEVEMENTS
STRATEGIC PLANNING & OPERATIONS LEADERSHIP
Able to lead disparate groups with differing agendas to work towards common goals. Integrated efforts of Marketing, New Business Development, Corporate Communications, and Operations teams to achieve improved productivity, increase in customers, and stronger service offerings. Contributed series of key strategies to improve efficiency within 1,000-person department.
E-COMMERCE & WEB OPERATIONS
Served as primary driver behind large-scale web application development and implementation. Led reengineering of online business strategy for insurance company that facilitated $23 million improvement for customer activity and increased online accounts by 250%.
PROJECT & PROGRAM MANAGEMENT
Contributed to breakthrough Child Support Lien Network adopted by 21 states and the federal government. Program collected ~$50 million in 2005 and has the potential to be the largest public-private partnership in history; overcame numerous obstacles to drive forth program objectives.
PROFESSIONAL EXPERIENCE
Executive / Business Officer
Led cross-functional team of 54 (including senior managers) and directed planning/ execution of top-priority programs within 1,000-employee Claims Division. Oversaw licensing, disaster recovery, Claims section of Internet/Intranet, and additional compliance-related areas.
Challenges: Introduce new metrics and reporting functions to improve financial, service, and compliance information. Convert time-consuming manual processes into real-time, high-availability applications.
SELECTED ACCOMPLISHMENTS:
* Provided series of strategic recommendations for implementation within new Claims System:
- Improved customer satisfaction metrics that illustrate both vendor and employee performance;
- New performance measurements (e.g. branch reviews, claims file audit) tied to strategic objectives;
- Acceptance of using real-time vs. end-of-day data to improve performance and risk management.
* Saved company 100s of hours in annual productivity through rewriting of Child Support Insurance Intercept Law for State of Connecticut, tying procedure into existing solution. Rewrote State of Florida’s Child Support Insurance Intercept Bill which became law and prevented 1,000+ hours of lost productivity.
* Developed and secured senior management approval for new set of adjuster licensing rules that brought company into better compliance and protected its interests, leading to company-wide adoption.
Executive / Customer Systems Officer
Promoted to oversee development, implementation, and management of web applications, including creation of new application proposals and cost estimates jointly with executive and department management teams.
Supervised 35 individuals, directed employee/consulting teams in development and maintenance activities, and oversaw group responsible for Intranet application and content development.
Additionally served as internal Business Consultant for large-scale applications that addressed nationwide claims user productivity.
Challenges: Eliminate cultural and organizational obstacles that prevented web/e-business projects from effective, efficient completion. Provide the recommendation for a go or no-go decision on a mission-critical Claims System project.
SELECTED ACCOMPLISHMENTS:
* Directed team of 28 in revamping web strategy that led to 100+% increase in customer activity (from $20 million to $43 million), reduction of 6,000 hours in annual staff time, 250% rise in online accounts, and decrease in sign-up time from 5 days to 4-5 minutes.
* Played key role in $55 million, company-wide Siebel/CRM initiative to improve efficiency across 42 offices nationwide as well as the home office. Saved $270,000 in consulting fees during initial phase through management style and fiscal emphasis while improving knowledge of company’s employees.
* Increased number of projects completed by 2x from previous year by addressing/resolving issues that included lack of dept. assigned to make quoting business decisions, absence of employees to work on web projects, ill-defined project descriptions, and lack of programming resources. Improved initial contacts from 70% to 85% for homeowner quotes and 83% to 90% for auto quotes as additional result.
* Facilitated million-dollar savings in consultant fees through leading team in claims system design with Castek Software Factory as opposed to use of IBM consultants. Recommended “no-go” decision on new Claims System based on technical architecture problems that could not be rectified by Castek or IBM.
Assistant Manager, Systems & Accounting
Managed all phases of Systems and Accounting section, directing nationwide claims systems support staff and managing team responsible for handling payments and escalated situations.
Coordinated inter-company standardization of application support activity, created proposals for improved systems designs, and joined various corporate IT teams and users from other divisions to deliver appropriate design information to project developers.
SELECTED ACCOMPLISHMENTS:
* Created support structure that drove systems development, content, help desk, and training towards collaborative efforts in claims division and company to streamline processes and provide quick, consistent access to information based on business decisions.
* Saved company $800,000 annually while paving the way for $10 million in benefits to customers, industry benefits of up to $80 million, and federal collections of up to $1 billion through championing State of Rhode Island Child Support Insurance Intercept Program adopted by 21 states and the federal govt.
* Prior positions as Senior Systems Engineer, Claims Systems Assistant, Claims Systems Analyst, Claims Adjuster, and Associate Claims Adjuster, progressing through increasingly responsible positions based on performance.
EDUCATION & SKILLS
Bachelor of Science in Finance,
UNIVERSITY OF RICHMOND – Richmond, VA
Certifications & Licenses
Trained Facilitator, IBM
Chartered Property Casualty Underwriter (CPCU)
Awards
Best Practice in New Enforcement Technique, Child Support Lien Network (CSLN), Federal Dept of HHR
#1 Online Experience Ranking, Customer Respect Group
Professional Affiliations
Member, Chartered Property Casualty Underwriters Society
Member, International Association of Privacy Professionals
Member, Association for Strategic Planning
Presentations
Presenter, “Claims Technology” –
Presenter, “Child Support Insurance Intercept” – Alliance of American Insurers Annual Claims Conference,
Presenter, “Internet & Claims Handling” – PLRB Conference,
Guest Speaker, Rhode Island Scholars , Education Partnership
Presenter, Web Seminar: “Managing Service Providers” –
Technology Skills Summary
MS Office & Visio, CICS (mainframe), Internet, Intranet, Systems Analysis/Design, Guidewire Software |
