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Work Background
Blue Cross and Blue Shield of LouisianaDirector Customer Experience (CX) Operations
Jun. 2020 Baton Rouge LouisianaBlue Cross and Blue Shield of Louisiana (BCBSLA) is dedicated to enhancing the health and well-being of Louisianians. The organization aims to be a statewide leader in providing affordable healthcare by focusing on improving quality, value, and customer experience. • Managed the development and governance of KM systems, integrating them into operational service systems to enhance service delivery. • Lead the evaluation and integration of Generative AI technologies and predictive complaint models, driving efficiency and customer satisfaction. • Manage and mentor the Knowledge Management professionals, fostering a collaborative environment across functional areas. • Manage and mentor the CX analytics team and share pertinent information with the business • Champion change management initiatives, ensuring smooth adoption of new technologies and alignment with organizational goals. • Collaborate with executive leadership to leverage data analytics for actionable insights across customer interaction touchpoints.
• Managed cross-functional teams to enhance service operations technologies, including CRM and Omni-channel platforms. • Conducted quantitative analyses of customer data to inform product and service enhancements, driving targeted strategies. • Established customer feedback mechanisms, ensuring comprehensive insights for continuous improvement
Willis Product Manager
Mar. 2017 - Jun. 2020Salt Lake CityWillis Towers Watson Public Limited Company is a British-American multinational risk management, insurance brokerage and advisory company. The firm has roots dating from 1828 and is the third largest insurance broker in the world
• Worked in the Medicare and Independent Medical Insurance division focusing on business in the United States of America. Managed the Carrier Data and Quoting products. The applications developed provided an interface for users to Load government approved Insurance product and plan information for consumption with all other applications within the company
• Remained current on all Medicare and Insurance information guidelines and regulations
• Working with Carrier and Account Management teams, improved existing tools to allow for increased user functionality. Specifically, creating tools that removed the need for Manual SQL script updates, repeated individual data entry and provided internal end users with the ability to update plans and data as needed.
• Created applications allowing our carrier partners to review and update their information within our systems, with the required validations and approvals as needed. • Prepare business requirement documents and converted to functional specifications.
Academy Mortgage CorporationSenior Product Manager/Scrum Master
Apr. 2012 - Mar. 2017Greater Salt Lake City AreaSenior Product Manager/Owner – Scrum Master [2012 to Present]
Academy Mortgage Corporation provides more than $6 Billion in home mortgage loans annually. They have grown significantly over the past Three years and as such been forced to develop their own IT tools to ensure government compliance. I was select as the first product owner by the companies CIO, and was shortly promoted to managing the Product Ownership group, and transitioning all of the development teams to “Scrum” Methedology.
- Gathered business requirements by conducting detailed interviews with business users, Stakeholder, Executive Sponsors, and Subject Matter experts.
- Prepare business requirement documents and converted to functional specifications. - Managed Product Ownership Team and Acted as Scrum Master for Two Development Teams
- Continuous interaction with the business units invested in the development of the product/project in question
- In the first 6 months of 2013, through the efforts to improve efficiencies and processes, Academy Mortgage has realized and actual ROI of more than $1.7 million
World Class ProgrammersDirector of Client Services
Apr. 2012 - Oct. 2012Greater Salt Lake City AreaWorld-Class Programmers is a profitable software development company based out of Salt Lake City, Utah specializing in web and mobile technologies. With over 7000 hours of successful development on oDesk, and a near-perfect rating, we have a proven track record of delivering premium software with exemplary customer service to clients all over the world. We have invested heavily in both software and hardware that allow us to offer a full suite of development and staging tools to our clients. Our hardware is located in the US and each of our developers must access our system via secure VPN connection to ensure the maximum protection of our clients' intellectual property. Over the past 6 years, we have developed a comprehensive system and standard that allows us to identify, hire, and train our developers to offer the maximum value at the lowest price. We take a special emphasis in teaching effective communication skills along with project management best practices that make the development process easy and rewarding for our clients.
iBAHNClient Services General Manager
Mar. 2004 - Mar. 2012Managed the North American Client Services and Account management teams, these teams consisted of an inside sales organization, regionally located Sr. Account Managers and Hotel based client services representatives. Personally managed relationship with key National Accounts. Managed an annual P&L exceeding $30M. Sold new technology solutions to ownership and management groups within the Hospitality and MDU industry. Managed a work force of over 50 regionalized and central employees working with Hotel clients on a day to day basis. These employees had various responsibilities including sales support, Account Management, field technical support and break-fix. Managed relationship with many of the nation’s Hospitality and Asset Management companies. Manage efforts to increase footprint by working with the Strategic Sales Team to leverage existing relationships for referrals to other Hotels Participate in efforts to penetrate new Vertical markets, specifically large conference centers and vacation club resorts
iBAHNRegional Account Manager
Mar. 2003 - Mar. 2004Greater Salt Lake City AreaPromoted for territory-best revenue production and sought to maximize top accounts in largest, most profitable territory, with 3900+ internet conferences representing $3.5M annual revenue. Drove profitability via ongoing technical sales support and commitment to customer service. Acted as client consultant and leveraged consultative sales approach to conceive, negotiate, coordinate, and implement customized network solutions that met strict budget requirements and unique event circumstances. Elevated targeted properties to top revenue producing portfolio after three straight years in Top-3. Honored as Salesperson of the Year for outstanding revenue growth results. Customized product lines to clients’ technology, budget, and service requirements, then formalized custom conference solutions into standalone product line generating $1.2M+ annual revenue. Instrumental contributor to Internet 101 training administered to all existing accounts.
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