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Work Background
NationwideOperations Business Consultant
Oct. 2022Remote• Directed a cross-functional team to implement Lean methodologies, resulting in a 76% reduction in errors and significant improvements in process efficiency, transparency, accountability, cross-functional collaboration, and data-driven decision-making. • Architected and deployed a streamlined automated system to enhance underwriting/policy risk identification and resolution, ensuring transparency, accountability, and effective data visualization. • Steered the development and execution of strategic initiatives that improved performance and reduced waste. • Conducted comprehensive process audits to identify gaps, leading to the establishment or update of standard work processes that enhanced workflow efficiency and accountability. • Mentored associates and leaders on best practices in operational excellence, Lean methodologies, and digital technology integration, fostering a culture of continuous improvement and innovation. • Leveraged data analytics tools (e.g., SQL, Tableau, Power BI) to drive data-driven decision-making, optimizing business strategies. • Managed workstreams and prioritized deliverables with self-direction and a commitment to quality within an Agile framework.
Preferred MutualEPMO Agile Project Manager
Oct. 2019 - Oct. 2022New Berlin, NY (Remote)• Collaborated with C-Level Project Sponsors and key stakeholders to strengthen project charters, resulting in increased project kick-off rates through enhanced business case alignment. • Coordinated project management activities by organizing work into manageable features and phases, ensuring 100% on-time completion of all project phases. • Ensured projects were completed within approved budgets and timelines by planning, estimating, budgeting, managing, and controlling costs. • Managed projects to meet stakeholders’ expectations by incorporating organizational quality policies, planning, managing, and controlling project and product quality, thereby improving overall project quality. • Oversaw Agile IT Team backlogs to ensure continuous alignment with organizational strategy and prioritized delivery of high-value features and solutions, boosting team productivity.
NationwideLean Deployment Change Consultant
Mar. 2019 - Oct. 2019Liverpool, NY (Hybrid)• Coached associates, business partners, and regional leadership teams on Lean methods and tools, significantly enhancing organizational performance through improved Lean methods adoption. • Conducted Gemba walks, sit-withs, and other techniques to assess strengths and opportunities, identifying over 10 areas for improvement to boost operational efficiency. • Facilitated Root Cause Problem-Solving groups for two Lean Deployment A3s, achieving a 20% reduction in process errors. • Drove the implementation of the Lean Initiative by partnering with leaders at all levels, ensuring process continuity and achieving waste reduction. • Led associates through Lean transformation using Open House sessions, newsletters, and visual management, increasing engagement and buy-in, and accelerating Lean transformation maturity.
Nationwide InsuranceContinuous Improvement Manager/ Supervisor III - Administrative Operations Professionals
Oct. 2015 - Mar. 2019Liverpool, NY• Boosted productivity by over 280% in the first year through effective continuous improvement implementation and management. • Analyzed business trends and provided summary reports to regional leadership, enabling data-driven decision-making. • Developed metrics dashboards to ensure performance transparency, objective assessments, and comprehensive data analysis. • Reduced expenses by 85% by converting paper-driven processes to electronic processes. • Created and refined over 75 training decks and workflows, clearly outlining expectations for onboarding, cross-training, and retraining of associates. • Managed special project teams, collaborating on zone-specific projects and corporate initiatives. • Maintained consistently high Engagement Survey scores as a people leader year over year.
Montauk Business ConsultingOperations Management Consultant
Jan. 2013 - Oct. 2015Remote• Delivered executive-level training, coaching, and mentoring on Continuous Improvement methodologies and tools, achieving an 85% increase in adoption. • Collaborated with key corporate and divisional partners to establish a culture of continuous improvement, resulting in a 25% increase in efficiency. • Implemented improvements that reduced operational costs by 20% while maintaining high customer service levels. • Planned and executed Continuous Improvement events and projects, leading to a 30% improvement in business performance. Facilitated problem-solving teams using root-cause and rapid problem-solving methods, reducing issue resolution time by 40%.
The MacReport.Net Media Publishing, Inc.VP Client Relations & Continuous Improvement Operations Manager
Mar. 2004 - Dec. 2014Manhattan, NY, Melville, NY & Marcellus, NY (Hybrid)• Decreased errors by 97% by identifying gaps and potential liabilities, developing solutions, and implementing necessary changes using Lean Six Sigma methodology. • Increased revenue by an average of 12% through identifying unrealized upsell and growth opportunities. • Achieved a 65% retention rate by establishing strong customer relationships through excellent customer service and continuous improvement management. • Ensured 100% adherence to QA, regulatory, and service level agreement compliance, and customer experience standards. • Managed UX & UI projects, collaborating with IT and Accounting counterparts, improving project delivery time by 20%.
MacReport.Net, Inc. (OTC: MRPT)Operations Administrative Assistant
Dec. 2001 - Jan. 2003Melville, NY & Manhattan, NY• Facilitated new client orientation and delivered exceptional customer service, ensuring a smooth onboarding experience and achieving a 95% client satisfaction rate. • Scheduled clients for audio presentations and coordinated content for their pages on the company website, OTC Markets, and Yahoo! Finance, resulting in a 20% increase in client engagement. • Oversaw office organization, including the management of filing systems and supplies, which improved operational efficiency by 30%. • Managed scheduling for prospective employees, executive meetings, lunches, and events, ensuring seamless coordination and achieving a 100% on-time scheduling rate. • Developed and conducted comprehensive training and orientation programs for new staff, enhancing team integration and reducing onboarding time by 25%. • Handled phone calls, typed and distributed company memos, and managed business-related errands with professionalism, contributing to a 15% increase in overall office productivity. • Produced daily productivity reports to monitor and improve operational performance, leading to a 10% improvement in key performance indicators.
Bath & Body Works, Inc.Assistant Manager
Feb. 2001 - Mar. 2004Johnson City, TN, Syracuse, NY, and Long Island, NY area• Supervised daily store operations, ensuring exceptional customer service and efficient workflow. • Led a team of sales associates, providing training and mentorship to enhance performance and achieve sales targets. • Managed inventory control, including stock replenishment and loss prevention strategies, maintaining optimal stock levels. • Implemented visual merchandising strategies to create an inviting and engaging shopping environment, boosting sales. • Developed and executed promotional campaigns, driving customer engagement and increasing store traffic. • Handled customer inquiries and resolved complaints, ensuring a positive shopping experience and high customer satisfaction. • Analyzed sales data and trends to identify opportunities for growth and improvement, contributing to store profitability. • Collaborated with the store manager on strategic planning and execution of store initiatives, supporting overall business objectives.
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