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Work Background
AscensionHR Organizational Effectiveness Performance Partner
Nov. 2022I have the privilege of partnering with unit leadership and front-line clinical staff to assess and improve business unit performance related to talent, culture, quality, and experience. This work addresses opportunities with retention, engagement, leadership effectiveness, associate experience, and workforce stabilization through observation, assessment, and implementation of targeted action plans. To drive the work, I perform data-driven business unit assessments to identify strategies, interventions, and tools to equip the leader deliver measurable improvement in these key areas.
Radiology PartnersProgram Manager, Service Operations and Project Governance
Oct. 2021 - Nov. 2022RP is largest physician-owned and physician-led radiology practice in the U.S. I led a program to define and deliver an innovative national physician support model for the complex technology needs of radiologists at nearly 3,000 sites across the country.
AsurionSenior Manager, Performance Programs
Aug. 2020 - Oct. 2021Nashville, Tennessee, United StatesI led the design and delivery of innovative pay strategies across all lines of business for the Customer Solutions org - developing the vision, building the programs, and leading the operational execution for pay models and incentive offerings that drive performance and shape the overall business strategy.
LyftProgram Manager, Process Excellence
Jul. 2018 - May. 2020Nashville, Tennessee, United StatesLeading the Process Excellence function at Lyft, I engaged on decisions and plans that impacted our Customer Experience delivery teams around the world, supporting them through change and continuous improvement initiatives that impact Lyft's operational cost and quality goals. My efforts focused on the mindsets, principles, and methodologies required to improve customer and associate experiences through research, assessment, analysis, and implementation. Key work involved leading the Support Operations' sprint planning process and functioning as the team’s Scrum Master. I executed on an innovative model blending traditional waterfall and agile methodologies. This matrixed approach enabled a broad cross-functional team to reliably deliver on commitments associated with the 80+ projects that are in flight at any one time.
EdgenetProgram Manager - Retail Implementations
May. 2017 - Jul. 2018Nashville, Tennessee, United StatesI was responsible for the success and satisfaction of national-profile client relationships, defining the services approach for Edgenet’s existing technologies while implementing new solutions. I oversaw all aspects of project execution, including project budget management, process design, and data collection.
Broadcast Music, Inc. (BMI)Director, Contact Center and Workforce Management
Jun. 2016 - Jan. 2017Nashville, Tennessee, United StatesResponsible for the visioning and technical strategy of BMI's contact center technology platforms and CRM integrations, I partnered with our sales and customer experience leadership to operate a high-volume, blended contact center environment that served BMI’s licensing clients around the globe. I was accountable for all of the center’s workforce management functions, system performance, IVR configurations, and multi-mode dialer administration.
Ascension Care ManagementDirector, Member Contact
Nov. 2014 - Jun. 2016Nashville, Tennessee, United StatesWith responsibility for Ascension Care Management's (formerly MissionPoint Health Partners) Provider and Member Services teams, I was accountable for developing and implementing the contact center technology infrastructure and operational performance environment to enable meaningful, personal, and high-impact interactions with our provider networks and member (patient) populations across the country. My work involves training and operational quality control within the ACM/MissionPoint contact center; including trend analysis, process/procedure development and technical design. I contributed to the long-term strategic initiatives of the company by providing data-driven solutions to support business development, client experience, and provider-network architecture activities.
Willis Towers WatsonDirector, Surplus Lines Operations
Jul. 2012 - Nov. 2014Nashville, Tennessee, United StatesLeading one of Willis' key North American operational units, I was charged with delivering process-focused and technology-driven solutions to assist our partners with the placement of difficult and challenging risks in the Surplus Lines marketplace. With business operations in the US and India, my team delivered client service, technical processing, and consultative expertise in the areas of legal compliance, tax filings, tax payments, and other state regulatory concerns.
WillisManager of Operations and Training, National Accounting Center
Jan. 2012 - Nov. 2014Nashville, Tennessee, United StatesResponsible and accountable for strategic planning and operational support functions (corporate training, business enablement, metric development, processes evaluation, etc.) for the firm's National Accounting Center, which has operations in US and India. I served as a strategic and trusted advisor to the Accounting Controller and the National Operations Strategy leader to create and drive organizational effectiveness, efficiencies and client satisfaction.
North HighlandManagement Consultant
Dec. 2011 - Jun. 2012Nashville, Tennessee, United StatesA global management and strategy consulting firm consistently achieving exceptional results for some of the most recognizable names in the world. I provided high-profile clients with program/project management, business analysis and strategic planning leadership across a wide range of corporate initiatives.
Kroll Background Screening, a HireRight CompanyDirector, North American Client Care and Implementation
Jan. 2010 - Oct. 2011Nashville, TNOwning all aspects of the post-sale client relationship, I led a distributed team of managers, supervisors, and front-line professionals to drive world class service, efficiency, and client experience by executing on recognized benchmarks and client service metrics.
Aquinas College, Nashville, TNAdjunct Professor
Jan. 2009 - Dec. 2017Nashville, Tennessee, United StatesAquinas is a Catholic liberal arts college in Nashville, TN offering undergraduate programs in philosophy, teacher education, nursing, liberal arts and business, and masters programs in education and nursing. In addition to advising student groups on leadership development and career preparation techniques, I served the college as an adjunct professor, teaching undergraduate courses in a range of baccalaureate programs. Course topics include: Management and Team Concepts, Professional Communications, Organization Development, and Human Capital Management Techniques.
FreelanceHuman Capital and Organization Development Consultant
Jan. 2008 - Dec. 2010Nashville, Tennessee, United StatesProvided management and strategy consulting services focusing on organization development, strategic business analysis, training, and human resource development program strategy and evaluation.
DellSales Manager, Corporate Accounts/Americas Channel Group
Jan. 2003 - Dec. 2008Nashville, Tennessee, United StatesResponsible for $130M business unit in one of Dell’s fastest growing segments. Functioned as initial site lead for this new business unit. Additional responsibilities for sales training and operational reporting functions.
DellRegional Operations Manager
Jan. 2003 - Dec. 2008Nashville, Tennessee, United StatesDirected all project management, business analysis, and operational aspects for Dell’s Nashville-based 2500-seat contact center, serving three diverse business units.
DellSales Manager, Association Group
Jan. 2003 - Dec. 2008Nashville, Tennessee, United StatesManaged transactional sales teams responsible for the company’s largest national affinity accounts and lead new-hire and ongoing sales training initiatives.
Education Networks of AmericaBusiness Analyst
Jan. 2000 - Dec. 2002Nashville, Tennessee, United States
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