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Work Background
mXa Mergers and Acquisitions Consultant
Jan. 2022Plano, Texas, United States
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
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
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
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
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
Third Federal SavingsLoan Servicing Specialist
Apr. 2012 - May. 2013Cleveland/Akron, Ohio Area
First Place BankLoan Service Administrative Assistant
Nov. 2010 - Apr. 2012Ravenna, Ohio
Youth Opportunities UnlimitedSummer Jobs Administrator, Seasonal
May. 2010 - Aug. 2010Cleveland/Akron, Ohio Area
Presidential ClassroomProgram Director's Assistant, Intern
Jun. 2008 - Aug. 2008Washington, D.C.
Case Western Reserve UniversityWeatherhead School of Business Development Office Assistant
Apr. 2006 - Nov. 2008Cleveland, Ohio
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