SUMMARY:

• Seasoned process optimization and automation consultant experienced with guiding organizations in their business maximization journeys. Highly comfortable partnering with an organization’s C - Suite to distill the current value chain process composition, capability portfolio, and pain points into prioritized business cases aimed at lowering costs, improving service quality, and increasing revenue through knowledge management and automation solutions. Highly skilled in helping organizations digitize and mobilize knowledge assets in learning loops to drive continuous innovation. Adept at working with leadership to determine the appropriate pace for cultural change, align stakeholder priorities, obtain resource commitments for projects, and drive activities. Familiar with multiple industry segments and capable of adapting execution approach to suit the needs of a project. Proponent of maturity models as a means for achieving sustainable change.
• Established global automation programs at insurance organizations that resulted in underwriting, claims processing, invoicing, and supplier management efficiencies through data-driven RPA combined with adjacent technologies like OCR/ICR.
• Implemented a discovery solution that produced a classified inventory of the thousands of form types submitted annually by brokers through an email-driven insurance policy sales channel.
• Delivered critical robotic monitors to oversee processes in 50 sites across the global supply chain of a major pharmaceutical firm.
• Managed the establishment of facilities and infrastructure for an insurance TPA’s Confidential in the Confidential .
• Established multiple knowledge management programs for maximizing knowledge assets as part of a major management consulting engagement. Established other knowledge management programs in the pharmaceutical, financial, publishing, and PC manufacturing industries.
• Managed a data governance practice to automate the assembly of executive, operational, and regulatory reports required by the asset management wing of a major automotive manufacturer.
• Oversaw the creation and balanced expansion of centralized application management services for a major pharmaceutical firm.
• Rolled out a SaaS-based end-to-end publishing process management system to a large publishing house.
• Rolled out enterprise content management solutions to multiple Confidential organizations.
• Served as a university guest lecturer in Knowledge Management and Governance at New York University (Stern School of Business) and New Jersey Institute of Technology.
• Served in software development and systems administration roles requiring 24x7 availability.

PROFESSIONAL EXPERIENCE:

Confidential, Atlanta, GA

Program Manager

Responsibilities:

• The role resides within the Confidential organization and reports to the VP of Data and Digital Enablement.
• Responsibilities include organizing and driving several vendor selection initiatives (including an enterprise RPA implementation partner, a process optimization partner, and an OCR/ICR solution), surveying the US leadership for high return automation opportunities pulling together a high-level model for sizing the benefits and costs of each opportunity, working with department head and functional leadership to prioritize the opportunity backlog, constructing business cases identifying
• FTE savings benefits, and establishing an operating model that appropriately partitions implementation responsibilities across the target business area, the change organization, IT, and the security/privacy team. The role also includes program oversight for several automation initiatives leveraging data, RPA, and OCR/ICR in the underwriting space related to submission intake, rating, and quoting across seven product lines.
• Additionally, providing guidance to the UK-based global head of retail excellence on implementing knowledge management practices for gaining enterprise-wide process control.

Confidential, Atlanta, GA

Program Manager

Responsibilities:

• Created and managed the robotic process automation (“RPA”) global center of excellence in the Broadspire business unit, providing advisory and implementation services to CXOs and divisional leadership on process acceleration and quality improvement opportunities.
• Guided leadership in tool and candidate process selection, backlog prioritization, and solution design. Served as future state process architect for activities requiring many supporting technologies (e.g. Citrix, Peoplesoft, bespoke legacy systems, Excel, PDF, etc.).
• Additionally, led the RPA team in building and deploying the identified solutions to several hundred attended UiPath bots and handing off support to steady state teams. The solutions led to measurable drops in data entry errors, improved claims cycle velocity, and better customer service levels as a result of reduced clerical overhead for people in customer-facing roles. RPA solutions covered many claims lifecycle stages including the notice of loss, coverage verification, claim intake, case creation, and claimant information capture. Solutions addressed issues in both North America and EMEA.
• In parallel with the establishment of the above-mentioned RPA practice, guided the expansion of a Confidential to a second site in the Confidential . The project involved network site surveys, high availability Avaya telephony and network solutions, and Citrix-based end user Wyse thin client solutions.

Confidential, New York, NY

Portfolio Manager

Responsibilities:

• Established a global robotic monitoring, response, and visualization capability overseeing key global critical supply chain processes. The capability assessed business process and supporting technology health at over 50 sites globally.
• The capability plugged into an early warning program that notified appropriate stakeholders when signs surfaced of a potential supply chain disruption, enabling rapid remediation prior to revenue impact.
• Designed and managed implementation of bots overseeing several industry Confidential systems such as SAP and JD Edwards, as well as domain-specific systems overseeing inventory, delivery, regulatory labeling, quality, and other areas.
• Worked with site leadership to identify critical processes, enabling technologies, alerting rulesets, and reaction procedures. Improved the portfolio success rate from 30% to 100% by correcting misaligned perceptions about target business objectives, shifting work responsibilities to appropriate owners, and instituting process improvements.

Confidential, New York, NY

Business Analysis

Responsibilities:

• Managed the rollout of the Virtusales publishing industry solution. Worked with stakeholders to define system rules to address the needs of editors, marketing/advertising groups, and operations. Worked with leadership of the groups to re-orient work processes around the new technology.
• Additionally, created a knowledge management competence for establishing operational best practices directly from the knowledge of the roles doing the work.
• The effort focused on the methodology for the entire book production lifecycle (editorial, art, marketing, printing, etc.) and later expanded to other parts of the business. Designed the knowledge asset taxonomy for book production, leveraged technology to deliver top-level understanding of how the process is supposed to work to the front lines, and synthesized the operational details provided by the roles performing the work into a maximized best practice portfolio.

Confidential, Austin, TX

Business Analysis

Responsibilities:

• Served as project manager for the deployment of the Oracle Knowledge solution to the entire Confidential support organization.
• Oversaw business analysis, development, and deployment efforts in this engagement to replace a legacy knowledge management system.

Confidential, New York, NY

Application Project Manager, Infrastructure Manager, Disaster Recover Planning and Execution

Responsibilities:

• Served as vendor project manager for the redesign of the enterprise content management architecture (Documentum).
• Worked with the business to define the document hierarchy, taxonomy, and automated rating workflows.
• Planned the project and balanced the timelines according to business needs and resource availability. Coordinated the efforts of seven software teams and testers to ensure that all dependencies functioned properly with new architecture and retained data integrity.

Confidential, New York, NY

Program Manager

Responsibilities:

• Provided oversight of regional rollouts of four global SaaS offerings.
• Role primarily focused on centralizing and automating expense reporting globally, but also required oversight of global learning management, business intelligence, and HR MDM centralization efforts.
• Work involved aligning with regional business and IT leaders to ensure new process structures and standards gained worldwide adoption.

Confidential, Charlotte, NC

Responsibilities:

• Worked with executives at Confidential ’s Fortune 50 customer to undertake a maturity model approach to company-wide knowledge asset maximization.
• Worked with multiple customer business units to define long-term business goals for the knowledge management program. Crafted a roadmap and timeline for onboarding business units onto the Oracle Knowledge (InQuira) software platform and drove the software deployment from end-to-end.
• Worked with customer contact center and human resources department to reorient business processes around the new system. The business situation inherently provided a sense of urgency because the customer was insourcing an outsourced function, and the CEO, COO, and several EVPs had set a hard completion deadline which we met successfully.

Confidential, New York, NY

Responsibilities:

• Worked with portfolio management, investment operations, investment accounting, and fiduciary communications group leaders to define role and function data needs and understand report creation processes.
• Migrated the generation of several target reports (e.g. risk exposure, assets under management, FAS-157, performance attribution, asset mixes, etc.) to the Eagle/Pace financial reporting solution, greatly reducing the recurring manual effort required and error rates.
• Performed vendor oversight to ensure the schedule’s integrity and overall product quality. Worked with steering committee within Confidential to guide the change, jointly establishing and communicating the urgency and benefits that the new data governance program would provide.

Confidential, New York, NY

Process Analyst, Business Analyst

Responsibilities:

• Constructed reliability, availability, and performance dashboard metrics for monthly executive review of the company’s legal and business information search offerings.

Confidential, New York, NY

Establishment and Oversight of Shared Services

Responsibilities:

• Piloted a centralized application shared services model for the deployment and steady state management of technologies that supported the full inventory of pharmaceutical business functions.
• Successfully implemented sustainable processes that the organization expanded to other business divisions (e.g. medical devices, clinical research, etc.). The shared service allowed Confidential to assume in-house control of systems whose management was outsourced to various technology vendors, reducing costs and information risk significantly.
• The effort required building a demand for the service by advertising a business case of cost-savings and customer service improvements, aligning with leaders responsible for promoting the program, explaining the benefits to target groups, and holding steady while each group grew comfortable with the change.

Confidential, New York, NY

Management Consulting, Software Development

Responsibilities:

• Co-founded a boutique management consultancy.