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Work Background
Warner Pacific Insurance ServicesSenior Director of Operations
Sep. 2024
EvernorthEnterprise Global Strategy
Jun. 2022 - Sep. 2023Provided enterprise-level global sourcing and operations strategy for a high-volume healthcare production organization. • Developed BPO strategy resulting in a proposal for a $23mm savings over three years • Responsible for BPO strategy for all claims, client services and operations, and Pharmacy Benefit Management
• Ensured seamless workflow by advising on automation strategy and organizational health
• Boosted organizational growth by developing and implementing business process outsourcing (BPO) strategy.
• Executed RFPs and selections
• Provided operational consulting services to improve forecasting accuracy, call occupancy rates, and claims turnaround times.
Besté Travel DesignChief Operations Officer
Jun. 2021Detroit Metropolitan AreaAs the Travel Advisor and Founder of Besté Travel Design, I specialize in creating bespoke travel experiences that reflect the unique desires and passions of each client.
Essential Duties and Responsibilities: Client Consultation: Engage with clients to understand their travel preferences and requirements through detailed consultations. Custom Itinerary Design: Create personalized travel itineraries, including accommodations, transport, activities, and special experiences. Vendor Relations: Maintain relationships with global travel vendors and service providers to offer clients exclusive services. Booking Management: Handle all aspects of travel bookings, ensuring every detail is perfect. Travel Documentation: Ensure clients have all necessary travel documentation. Client Support: Provide comprehensive travel support before, during, and after the trip. Market Research: Stay updated on travel trends and destinations to offer fresh and exciting travel options. Business Development: Develop strategies to grow the client base and expand service offerings. Marketing: Promote Besté Travel Design through various channels to attract potential clients. Client Feedback: Collect and analyze feedback to continuously improve service quality.
Opna Consulting LLCPrincipal Consultant
Mar. 2021 - Sep. 2024Detroit, Michigan, United StatesDynamic Leadership Consultant specializing in transforming managers into effective leaders, cultivating trust and collaboration within teams, and inspiring people to embrace and even love their "cozy" 9-5. Skilled in designing and implementing tailored workshops that engage and motivate, leading to measurable improvements in leadership effectiveness and workplace morale. Adept at creating sustainable cultural changes within diverse organizations, ensuring teams are equipped to achieve and sustain high performance. Core Competencies
• Leadership Development: Expert in mentoring managers to grow into leadership roles through personalized coaching, practical leadership theories, and hands-on management training.
• Team Building & Trust: Skilled in facilitating team-building initiatives that foster an environment of trust and cooperation, resulting in enhanced team dynamics and productivity.
• Employee Engagement: Proven track record in boosting employee satisfaction and commitment by advocating for and implementing workplace practices that align with workers’ values and aspirations.
• Organizational Culture Change: Experienced in assessing and reshaping organizational cultures to be more inclusive and supportive, encouraging innovation and a deeper connection to work.
• Strategic Workshops & Seminars: Designs and delivers high-impact workshops that focus on practical skills, emotional intelligence, and effective communication to empower leaders and invigorate teams.
• Performance Consulting: Utilizes data-driven approaches to identify barriers to performance and collaborates with leadership to develop actionable strategies for improvement.
UnitedHealth GroupVice President - Dental and Vision Operations
Sep. 2019 - Mar. 2021Detroit, Michigan, United StatesProvided operational leadership and strategy to all Dental and Vision Operations
• Lead dental and vision claims, appeals and grievances, customer care centers, and benefit installation functions.
• Lead domestic, remote, international, and outsourced teams of 3,500 employees
• Successfully reduced manual claims turn-around time from 45 to 8 days within 30 days of starting the role.
• Supported M&A due diligence activities by reviewing processes, claims system integration, and organizational structure
• Improved employee engagement scores by ten basis points
• Sourced and vetted new call and claim capabilities with BPO partners.
• Advanced vendor onshore and offshore operations across products in Specialty Benefits for additional SG&A reduction.
• Driving digital capabilities across operations with internal partner teams, enhancing constituent experience.
• Implemented vendor innovation tools to increase claim automation capabilities.
UnitedHealth GroupSenior Director - Global Experience and Operations Strategy
May. 2014 - Sep. 2019Greater Detroit Area• Spearheaded the development and execution of a comprehensive outsourcing strategy that resulted in a 30% reduction in operational costs by identifying and leveraging cost-effective vendor technologies and outsourcing opportunities globally.
• Oversight of growth across India; deployed back-office operations across India and multiple vendor partners/captive. • Pioneered the integration of cutting-edge technological solutions from vendors, enhancing operational efficiency and driving forward digital transformation initiatives, leading to a 25% increase in process automation and productivity.
• Cultivated robust relationships with key vendors and stakeholders, negotiating contracts that ensured cost efficiency and compliance with company standards, contributing to sustained quality and performance improvements.
• Led and mentored a diverse, global team of professionals both virtually and in-person, fostering a collaborative and inclusive culture that improved team engagement by 40% and streamlined project execution.
• Implemented strategic vendor management practices that reduced expenses and ensured resilience and scalability of supply chain operations during fluctuating market conditions.
• Monitored vendor partner SLAs and consulted on vendor improvement plans
• Partnered with sourcing and procurement on RFPs, and CBA creation
• Strategically reduced vendor footprint and created a geographical sourcing strategy
UnitedHealth GroupDirector - Global Operations
Jan. 2012 - May. 2014Greensboro/Winston-Salem, North Carolina Area
UnitedHealth GroupClaims Team Manager
Aug. 2010 - Jan. 2012St. Petersburg, FL
United HealthcareClaims Team Manager
Aug. 2010 - Jan. 2012St. Petersburg, FL
Safeco Insurance CompanyPIP Claims Examiner
Oct. 2007 - Jul. 2010Portland, Oregon Area
SSDCGovernment Benefits Consultant
Jun. 2001 - Oct. 2007Novi, MI
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