PROFESSIONAL PROFILE:

People - first leader-manager committed to empowering a team, building buy-in, creating ownership, driving change and delivering on-plan results. Adept at translating vision, developing and actualizing strategic plans, and building a sales-driven enterprise from the bottom up. Skilled at IT applications, process improvement, re-engineering & change management. Experienced working for major insurance carriers and consultants, including extensive multi-line claims management & product development experience. Flexible and adaptive. A superb technical lead with broad business skills, including major account management, business process analytics, cycle time reduction, customer care, quality assurance and information systems.Insurance Industry Professional with Broad IT, Sales, Marketing, Operations & Finance Expertise Information Technology Product Development/Management New Business Development Relationship Management Consulting

KNOWLEDGE BASE:

• Healthcare Administration/Managed Care
• Strategic Planning & Tactical Execution
• Financial Modeling/Business Planning
• Disability & Workers’ Compensation
• Policy Management/Underwriting
• Wellness/Disease Management
• Property/Casualty Insurance
• PPO Plan Administration
• Risk/Claims Management
• Vendor Management & Credentialing
• Mergers, Acquisitions & Integration
• Predictive Analytics/Big Data
• Performance Management/Metrics
• Scrum Methodology / BPM
• Quality/Lean Six Sigma

AREAS OF EXPERTISE:

• Turnaround leadership. Hands-on experience developing the strategic operating plan and tactics to turnaround or improve an existing operation and devise and launch new products…addressing and improving all major operating areas enterprise wide.
• Marketing savvy. Experienced with all aspects of product development, commercialization, launch and management, including packaging, positioning, pricing and promoting various insurance industry or industry-related products and services globally.
• Corporate financial management. Bottom-line budget management responsibility with full charge P&L across diverse industries and markets, including insurance, healthcare, managed care, business consulting, risk management and technology.
• Strategic leadership. A natural thinker-planner-doer adept at forming and leading top-producing teams, galvanizing commitment and overcoming obstacles—consistently producing measurable results in up and down markets.

PROFESSIONAL EXPERIENCE:

Confidential, Jacksonville, FL

Owner/Partner

Responsibilities:

• Brokerage company designed to assist customers in attaining the best price, coverage, limits and risk management consulting.
• Multiple carriers assigned to agency.
• Assisting customers in assessing coverage and limits to protect their assets.
• Property and Casualty Personal and Commercial Lines, Voluntary Benefits and Life Insurance.
• Condominium & Homeowner Association Management Company.
• A Property Management company who manages pro-actively to control and manage costs.

Confidential, Columbia, SC

Senior Director/P&C BPO Services

Responsibilities:

• Manage and direct 150-person operation responsible for various business processes outsourcing (BPO) for this technology company focused on providing professional services to commercial and personal line carriers.
• Oversee strategic management, project planning and account management across major insurance clients.
• Work with national accounts to improve key business functions, identify and actualize operational improvements, and drive results across various lines of business.
• Operational portal development.
• Designed and implemented a web-based BPO hub for account management, business processes, standard operating procedures, functional ISO framework documents, predictive analytics, reporting metrics and audit standards. The results: Integration of all client materials, resources and tools under one highly functional, integrated system.
• Dashboard development.
• Developed new operational dashboard metrics focusing on the big picture to allow clients to view and track various elements of their operation proactively. The results: Increased client satisfaction with a related reduction in operating expenses.
• Business planning.
• Wrote and delivered business plans for a new premium leakage BPO service. Developed a cloud vendor management network with intelligent routing for the P&C, healthcare and senior market place. The results: An expected profit margin improvement and increased top line revenue for the P&C BPO operations.

Confidential, Jacksonville, FL

Executive Director of Business Development & Process Improvement

Responsibilities:

• Devised and implemented strategic plan, operational strategies, workflow reengineering, key performance metrics and standard operating procedures.
• Engaged, trained and educated internal staff to facilitate root cause analysis.
• Drove business process changes linked to technology, quality, audit and risk management initiatives.
• Developed and institutionalized new company culture.
• Managed vendor network.
• Position eliminated as part of a balance sheet restructuring due to anticipated private equity offering.
• Strategic leadership. Developed the strategic and tactical plan that decreased the frequency of negative margin assignments by 62% with an accompanying 20% severity cost reduction. The results: Completion of the entire process in less than two months.
• Performance measurement. Created and implemented quantitative and qualitative dashboard analytics to replace perception-based analytics—efforts designed to build organizational buy in and solution-driven business practices. The results: A 3% profit margin improvement.
• Organizational reengineering. Analyzed and devised a restructuring plan for a high-volume call center, QA operation and vendor relations function. Applied six sigma methodologies to achieving measurable improvements in efficiency quickly.
• Performance improvement. Developed an automated credentialing process and marketing plan for the vendor relations network. The results: A reduction in the cost of risk and improved operational performance.

Confidential, Cambridge, MA

Director of Product Management

Responsibilities:

• Hired to ensure of strategic revenue objectives for property and casualty insurance claim products for this industry leader in business process management (BPM) software solutions serving multiple vertical markets.
• Assisted with product planning, design and differentiation across all stages of the product lifecycle from conception to definition, development, release and post-release.
• Left to relocate and accept position closer to home.
• Thought leadership. Structured a new international team by creating a P&C insurance claims vision and applying agile product management practices with Scrum methodology to facilitate timely delivery across multiple measures. The results: Successful product delivery within 100 days.

Confidential, Jacksonville, FL

Director of Claim Solutions

Responsibilities:

• Hired to launch a new FNOL and adjuster triage / integrated on-demand claim system (SaaS) for property and casualty carriers, call centers and Third Party Administrators (TPA) for this affiliate of Confidential .
• Worked with business development, information services, management, accounting and third parties to build the solution.
• Position phased out upon successful delivery of the completed system per specifications.
• System development. Led the design and development of key business processes, including practice standards for vendor network and state-of-the-art claim/call center management reporting metrics.
• The results: A successful and timely beta launch, a Best in Show, the sale of rights for various products and exclusive distribution agreements.

Confidential, Jacksonville, FL

Director of Specialized Support Services

Responsibilities:

• Recruited for position managing operations, marketing and product development related to claims and risk management for Florida’s largest regional insurance brokerage firm.
• Identified opportunities in the market, researched and defined each, and designed and developed new products and services targeting commercial, employee benefits and personal lines.
• Trained sales staff of 15 in the fine points of all products. Position eliminated in downsizing.
• Business process development.
• Identified an unmet need in the market with banking clients for BPO services that track insurance s on loans written.
• Defined key business processes, packaged the offering, developed the promotional materials and trained the sales force.
• Product development.
• Created a new, highly marketable offering competitively benchmarking the total cost of risk for clients on the property/casualty side and healthcare side through data analytics—an effort that did much to secure and maintain high-dollar-value client relationships. Consultant to clients on Workers' Comp loss prevention.

Confidential, Rochester, NY

Director of Sales and Marketing

Responsibilities:

• Reporting to the President, oversaw marketing/sales for this national BPO provider of underwriting outsourcing premium-development services to the insurance industry.
• Developed marketing strategies and tactics to grow the business, identified new market opportunities, grew vertical markets, developed proposals for new business and provided account service directly. Position eliminated due to poor business conditions.
• Top producer. Devised and implemented a formal market development plan designed to capture a significant share of various vertical markets, including determining the initial target market and identifying the top 50 players. The results: Successfully reached 35 decision-makers directly and earned the right to pitch to 16 in a ten-month period of time.
• Market positioning.
• Devised a “best practices” marketing strategy to re-position the company’s offerings in an increasingly cluttered marketplace—a strategy that differentiated the company, its products and created interest.