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Work Background
Luminous Development Group, LLCFounder and Chief Executive Officer
Nov. 2014Cincinnati, Ohio, United StatesFounder and Chief Executive Officer of Luminous Development Group LLC, a privately held company. Provider of IT consulting, architectural design, application development, and program management services. Industry experience in health insurance, financial services, high tech, retail management, and government.
White Light Consulting, LLCFounder and Chief Executive Officer
Nov. 2012 - Dec. 2017Tallahassee, Florida AreaFounder and Chief Executive Officer of White Light Consulting LLC, a privately held company. Provider of a full suite of corporate consulting services, including IT consulting services, project and program management, general management consulting, strategic services, and operational process improvement. Industry experience in health insurance, financial services, high tech, retail management, and government.
Blue Cross and Blue Shield of RIExecutive Program Manager
Jul. 2009 - Sep. 2012Providence, Rhode Island Area• Managed the implementation of the core system replacement program, BlueTransIT.
• Program included the core processing platform for claims and enrollment, as well as the concurrent integration of numerous ancillary systems and technology infrastructure, such as web and automated enrollment.
• Directed the activities of the BlueTransIT Project Management Office (PMO) - work planning and task management, the implementation of standard project processes and protocols, vendor and contract management, and overall scope, budget, and risk management. • Managed over one hundred employees and consultants and a budget of $250M.
Blue Cross and Blue Shield of RIAssistant Vice President, Customer and Provider Service
Oct. 2006 - Jul. 2009Providence, Rhode Island Area• Responsible for the Member and Provider Service Call Centers and support areas which included Training and Business Performance Consulting, Dedicated Accounts, Business Systems Strategy, Medicare Operations, and the Grievances and Appeals unit.
• Responsible for driving quality and customer satisfaction, ensuring adherence to compliance requirements, and leading business process improvement, workflow re-engineering, and organizational design initiatives. • Managed 250 employees and a corresponding budget of approximately $15M.
• BlueTransIT Business Engagement Leader for BCBSRI.
Blue Cross and Blue Shield of RIDirector, Customer and Provider Service and Support
Mar. 2006 - Oct. 2006Providence, Rhode Island Area• Responsible for the Member and Provider Service Call Centers and support areas which include Dedicated Accounts, Professional and Provider Relations, the Customer Advocacy Team, the Customer and Provider Research Team, Business Analysis and Reporting, and Business Systems Support. • Implemented the balanced scorecard and other key measurement disciplines and initiatives throughout Customer and Provider service.
• Managed 200 employees and a corresponding budget of $13M.
• Manager and facilitator of the cross-functional Blue Cross Customer Experience Group (CEG), a company-wide, customer-focused “think tank” that improved service to members and providers, and initiated business innovations.
Blue Cross and Blue Shield of RIDirector, Training and Business Performance Consulting
Jul. 2005 - Mar. 2006Providence, Rhode Island Area• Managed the reorganization of the training department, created management and supervisory infrastructure, instituted professional training and process improvement discipline, and delivered on various initiatives such as the executive dashboard, balanced scorecard, the development of an on-line reference tool, documentation of all member and provider workflows, and the redesign of new hire training.
• Also managed the Professional and Provider Relations Team, the Customer Advocacy Team, the Customer and Provider Research Team, Business Analysis and Reporting, and Business Systems Support.
• Developed and implemented a proprietary process improvement methodology (SOLVES) adopted and utilized throughout the company.
Commonwealth of Massachusetts Executive Office of Health and Human ServicesContract Management Consultant
Feb. 2005 - Jul. 2005Greater Boston Area• Responsible for creating a strategy and plan for standardizing the financial reporting and budgeting processes of Massachusetts Health and Human Services agencies.
• Provided direction to technical experts on the design of a customized Cognos software application to achieve a common cross-agency reporting and budgeting platform. Areas of focus include business analysis, requirements gathering, testing, and training.
Mastercard Advisors (Formerly Watch Hill Partners, Inc.)Senior Manager
Jul. 2003 - Feb. 2005Providence, Rhode Island Area• Designed and implemented CRM deployment strategies which addressed end user adoption, change management, business process improvement and redesign, training, and performance measurement. • Managed CRM projects within the Healthcare and Insurance sector. • Responsible for the delivery of 45% of the Watch Hill Partners Healthcare and Insurance vertical’s revenue.
VariousProfessional Opera Singer
Aug. 2001 - Jul. 2003Various
Siebel SystemsPrincipal Consultant
Sep. 2000 - Aug. 2001Cincinnati, Ohio Area• Created enterprise-wide deployment strategies for large Siebel clients in the Telecom, Technology, and Finance and Banking industries
Siebel SystemsSr. Manager, Consulting
Jun. 2000 - Sep. 2000Cincinnati, Ohio Area• Performed Implementation Effectiveness Reviews, IER’s, for top tier clients. Examined system utilization, system performance, general business process infrastructure, end user training, and change management efforts. Reviews conducted were enterprise-wide, and clients supported included companies in the Banking, Technology, and Hospitality industries.
Siebel SystemsSr. Manager, Global Best Practices and Product Management
Oct. 1999 - Jun. 2000Cincinnati, Ohio Area• Responsible for the development and deployment of education products for Siebel Systems. Product offerings included instructor led training, project management consulting, train the trainer programs, Siebel product documentation for all core products and market verticals, and training delivery through media such as interactive distance learning, CBT, visuals, and simulations (e-Learning).
Siebel SystemsSr. Manager, Operations
Feb. 1999 - Oct. 1999Cincinnati, Ohio Area• Responsible for building and scaling the instructor led training organization for Siebel Systems. Increased the number of training staff by 300% across North America. Maintained the highest level of customer satisfaction, as measured divisionally, in Siebel Systems globally. • Created and implemented training models and competencies to measure and improve individual training skills. Standardized training tools and processes for increased deployment quality and competitive differentiation.
Fidelity InvestmentsDirector of Process Improvement
Sep. 1997 - Feb. 1999Cincinnati, Ohio Area• Created a process improvement strategy and overall quality infrastructure for Fidelity’s Emerging Corporate Markets business. Responsible for creating and overseeing process improvement teams across FIRSCo.
• Accountable for cross-functional improvement results and process improvement curriculum design and delivery.
• Developed and deployed a certified process criteria to ensure the effective and consistent execution of core operations processes and the design and implementation of functional and cross-functional performance measures.
Fidelity InvestmentsRegional Director of Quality, Southern Region
Jul. 1995 - Sep. 1997Orlando, Florida Area• Director of Investor Center Quality and Customer Satisfaction for twenty-one branches in the Southern United States. Responsible for the quality of customer interactions and branch processes involving both operational effectiveness and sales productivity. • Provided customer satisfaction survey results and analysis, and practical tools and methodologies for improvement in the branches. • Facilitator of regional business planning meetings, succession planning activities, customer focus groups, and regional and national process improvement initiatives.
Fidelity InvestmentsVarious
Oct. 1989 - Jul. 1995Cincinnati, Ohio AreaQuality Communications Manager, Defined Contribution Client Manager, Regional Quality Facilitator, Quality Control Reconciliation Analyst, and Client Service Representative
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