BACKGROUND

• 25+ Years Operational Leadership
• 25+ Years in Management Development
• Customer Service Leadership
• Training and Development
• Digital e-Commerce Project Management
• Agile Leader Certification
• Six Sigma Green Belt Certification
• FINRA 6, 26 Securities Registration

EDUCATION

Indiana Institute of Technology (IIT)
– Bachelor of Human Resources Administration
– Associate of Business Administration and Organizational Development

SPECIALTIES

• Relationship Management
• Operational Design and Effectiveness
• Talent Management and Employee Engagement
• Training development and Delivery
• Change Management
• Process Improvement
• Diversity and Inclusion
• Project Management
• EOS L10 Execution and Traction Tools Management

INDUSTRY EXPERIENCE

• Financial and Insurance Services
• Customer Service
• Operations

PROFESSIONAL EXPERIENCE

• Responsible for managing and implementing customer improvement projects, including conducting process improvement assessments, lead fact-finding meetings; understand and document current state; identify gaps and inefficiencies; identify process improvement opportunities; create recommendations and design future state processes; outline next steps and prepare project plan and final report for the customer.
• Implementation and rollout of Entrepreneurial Operating Systems (EOS) to Digital Commerce.
• Provide project management oversight for merger/acquisition transition.
• Identify and analyze company challenges; create and implement solutions to enhance business operations; provide recommendations and potential opportunities based on data and industry best practices.
• Training assessment, development and delivery based on customer needs.
• Design and implement change management plans.
• Responsible for managing the complete project lifecycle and leading day to-day activities of the project.
• Develop project plans, schedules, scope diagrams, RAID logs, and other project artifacts.
• Facilitate and lead meetings; oversee project teams; provide regular communication to project team, stakeholders, sponsors, and executives.
• Implement project delivery based on client’s methodology (waterfall, adaptive, agile, and/or a hybrid model).
• Provided oversight and guidance to mitigate risks associated with maintenance changes supporting Broker Dealer and Producer contract credentialing and commission payout.
• Led functional teams responsible for validating state licensing and training requirements needed to sell products as well as calculating and paying commissions to Broker Dealer firms and/or producers according to sales hierarchy.
• Provided leadership and direction to customer facing teams responsible for the calculation and payout of commissions in support of all product lines.