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Work Background
Mergers and Acquisitions Consultant
mXa Mergers and Acquisitions Consultant
Jan. 2022Plano, Texas, United States
Vice President Operations
Tokio Marine HighlandVice President Operations
Feb. 2021 - Feb. 2022Dallas, Texas● Led a multi-layered, cross-functional operations department with 6 teams consisting of 40+ employees providing insurance monitoring for 1,500+ financial institutions, banks, and investors to ensure regulatory compliance, operations excellence, and enterprise strategic alignment ● Created and implemented an advanced operating model blending onshore talent with an offshore footprint to increase customer satisfaction, reduce operating costs, create scalability, improve business continuity, and mitigate labor shortage ● Effectively managed $2.8M annual operating budget inclusive of 8 vendor relationships with resulting 6% EOY positive variance ● Exceeded customer service goals by reducing insurance policy entry turnaround time from 5 business days to 24 hours by building inventory forecasting, backlog grooming, staff augmentation, service model changes, and OCR optimization ● Selected by C-suite to represent company in Tokio Marine’s Emerging Leaders Program, a 6-month intensive business process improvement program. Led project sponsored by CEO and CHRO to pilot Lattice, an OKR tool with projected $500K ROI ● Established long-term strategic direction, OKRs, and prioritization of short-term projects to align with enterprise-wide business initiatives. Ensured success with centralized reporting, updated KPIs, standardized metrics, and executive dashboards ● Defined and monitored all department activities inclusive of leadership development, strategic business initiatives, project management, organizational design, cost management, performance management, service quality, and reporting ● Advanced customer service omni-channel strategy by implementing chat functionality
Vice President of Digital Transformation
Tokio Marine HighlandVice President of Digital Transformation
May. 2019 - Feb. 2021Dallas, Texas● Collaborated division-wide to lead an operations excellence transformation to introduce innovative digital solutions, optimize and/or automate processes, develop strategic partnerships, improve collaboration, and future-proof operations for Industry 4.0 ● Spearheaded OCR AI software implementation to enable a new operating model partnered with a projected $100K ROI over 5 years, 25% increase in document throughput, and company-wide introduction to the benefits of Artificial Intelligence ● Partnered with President and Chief of Staff to coach a division-wide shift to agile, lean six sigma, human-centered design, and continuous improvement practices to improve project management, governance, and process improvement maturity ● Orchestrated a rigorous, division-wide culture change management program to implement enterprise-wide values, a high-performing culture, and increased employee engagement ● Managed $450K office remodel including financial management, design, vendor management, contract negotiation, construction, furniture installation, and close out which as part of a culture transformation ● Collaborated cross-departmentally to collect and analyze data, create a cost-benefit analysis, select vendors, and execute contracts to centralize and outsource division-wide print and mail services. Projected annual cost savings of $50K ● Developed and facilitated bi-weekly senior leadership meetings to improve strategic alignment and discuss financial planning, divisional initiatives, organizational design, and prioritization using Mural and Trello to collaborate virtually Project Sampling: - Business Processes: Print & mail BPO, Operations Excellence, Organizational Restructure, Document Routing Streamlining, Agile and Business Process Improvement Methodologies - Cultural: Corporate values, SMART goals to OKRs, Office Revitalization - Technical: Abbyy OCR implementation, Teneo enhancements, D3 optimization, Digital OKR solution, API Development
Vice President Account Executive and Project Manager
WNC Insurance ServicesVice President Account Executive and Project Manager
Jun. 2016 - May. 2019Dallas, Texas● Ensured successful service, profitability, and business development for 9 high-profile, complex clients simultaneously which accounted for 40% of incoming business ● Spearheaded flood insurance risk mitigation response to malware incident resulting in 98% NFIP compliance adherence ● Managed 25+ complex strategic, cross-functional, and high-impact projects including software conversions, system enhancements, business process improvement initiatives, new client implementations, and mergers and acquisitions ● Created project management structure and improved quality and speed of project delivery by analyzing, designing, and implementing Kanban, standardized workflows, project plans, progress dashboards, and business requirement documentation ● Consulted with clients on regulatory risks and service quality to co-create, present, and implement upstream technology and process solutions. Translated technical and functional requirements to internal and external software teams accordingly
Director of Account Services
WNC First Insurance ServicesDirector of Account Services
May. 2015 - Jun. 2016Dallas, Texas● Developed a high performing team of 12+ employees providing individualized account services for 2K+ financial institutions, banks, credit unions, and investors ● Built exception reporting to identify and resolve data discrepancies prior to borrower impact to improve customer service. ● Oversaw all strategic and tactical functions of the account services department including budget, performance management, client relationships, strategic initiatives, project prioritization, status reporting, and documentation ● Reduced false policy issuance by 15% by co-creating upstream processes, exception reporting, and effective workflows ● Coached team to improve client retention with effective team building, gap analysis, and driving a 6-month cross-training program on communication, operations excellence, relationship management, reporting, and system knowledge
Account Services Manager
WNC First Insurance ServicesAccount Services Manager
May. 2013 - May. 2015Dallas/Fort Worth Area● Inspired a team of 10 to collectively improve the customer experience with a centralized operating model, teamwork, recalibrated account assignments, collaboration, and weekly meetings focused on customer satisfaction ● Partnered cross-functionally to reduce client correspondence turnaround time from 8 to 3 business days by automating email routing and establishing clear KPIs, accurate reporting, and alert mechanisms for quick issue resolution ● Conducted a business-unit analysis to present and implement a multi-year strategy to transform customer service and improve client retention
Loan Servicing Specialist
Third Federal SavingsLoan Servicing Specialist
Apr. 2012 - May. 2013Cleveland/Akron, Ohio Area
Loan Service Administrative Assistant
First Place BankLoan Service Administrative Assistant
Nov. 2010 - Apr. 2012Ravenna, Ohio
Summer Jobs Administrator, Seasonal
Youth Opportunities UnlimitedSummer Jobs Administrator, Seasonal
May. 2010 - Aug. 2010Cleveland/Akron, Ohio Area
Program Director's Assistant, Intern
Presidential ClassroomProgram Director's Assistant, Intern
Jun. 2008 - Aug. 2008Washington, D.C.
Weatherhead School of Business Development Office Assistant
Case Western Reserve UniversityWeatherhead School of Business Development Office Assistant
Apr. 2006 - Nov. 2008Cleveland, Ohio
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