Integral leader who offers 10+ years of strategic business operations and multimillion-dollar sales optimization experience to align with a company s vision, value, and goals, and who further directs teams by example and with integrity to deliver product and services excellence. Top performer who offers superior attention-to-detail and sharp analytical talents while exhibiting skill in continuous improvement, process improvement, and Kaizen principles. Excellent communicator who seamlessly liaises among C-level executives, global business associates, vendors, and customers / clients while promoting the utmost professionalism in attaining aggressive objectives and delivering initiatives on time and within budget in a fast-paced workplace.

         Successfully established a 2017 2018 roadmap and vision for ADP Insurance Services Implementation & Service team.

         Reduced time to implement new clients for POP by 50% (from 1 month to 2 weeks), along with creating an Implementation client tracker process to successfully bring measurements and visibility to the Implementation process.

         Initiated daily associate dashboards via Tableau, as well as weekly manager dashboards and monthly senior leader reviews.

         Established revenue tracking process as Director of Continuous Improvement for ADP Insurance Services to reduce unmatched commission dollars from 17% to 1.8% and continuing improvement project until 0%, and further conducted report reduction project that reduced the # of reports by 50% through the proactive deletion and merging of reports.

         Hosted and led the first-ever Insurance Services Baseline Event, and further created a visual management board for team to manage overall operational processes and projects, increased key team productivity, and decreased overall project risk.

         Identified 6 major improvement projects, hosted Kaizen events in the U.S. and India, created a capacity plan for India and a dashboard for U.S. service teams, and promoted HR Kaizen by identifying the need for support specialist program.

         Served as sponsor to a Black Belt associate who conducted a Client Shopping Business Process Improvement project to reduce handoffs by 25%, increase associate engagement, and reduce client felt processing time by 25%.

         Sponsored a Remarketing Business Process Improvement project to reduce client felt processing time from 12.5 days to 1.3 days, removed 4 types of waste, reduced open past tasks 30%, and increased focus on critical client communications.

         Reduced endorsement turnaround time 50%, eliminated non-value added tasks (2,200 / year), and reduced backlog 75%.

         Led a Renewal Business Process Improvement project to actively reduce the renewal turnaround time from 13 days to 2.

         Led Sales Operations Team to drive in $52+ million in total advertising revenue for 2013 as Senior Manager for Patch.com / AOL, including launching 2013 s incentive program and designing and rolling out a lean sales operation team.

         Reduced sales time to book products by 50% via effective management of a cross-functional team and third-party vendor.

         Reduced time sales employees spent on administrative work by 17% via key restructuring of the Client Service department.

         Successfully created and managed SOPs for multiple platforms and offices nationwide as Sales Manager for NBC Universal.

         Drafted, updated, and trained F.W. Webb Co. s employees on new procedures in accordance with ISO 9001 and CIP 9001.

Director Continuous Improvement Project Management New Client Implementation Client Service

         Capitalize on the opportunity to lead a results-centric team of associates, including a Manager of Continuous Improvement overseeing Continuous Improvement, as well as 4 Project Management employees and related initiatives.

         Direct New Client Implementation and Client Service efforts for a POP product, including managing a team of 4 U.S.-based associates and 2 India-based associates, as well as 2 top Client Service team members each in the U.S. and India.

         Demonstrate skill in using Statistical Process Control Charts to measure process variation for Implementation & Service.

         Profitably work to rebrand comprehensive internal service, sales, and external client-facing collateral to achieve all goals.

         Contribute talents in expertly managing root cause analysis of opportunities to determine underlying cause of deficiencies, including defining process improvement activities and initiatives with assistance of cross-functional teams.

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Director Continuous Improvement Project Management New Client Implementation Client Service

         Expertly manage and direct Continuous Improvement / BPI activities and initiatives by partnering with leadership staff and cross-BU business process re-engineering experts, SMEs, and others to analyze process improvement and training.

         Drive business growth by recruiting, training, mentoring, and managing 3 project managers and 3 service operations staff, along with resourcefully creating strategic actionable service employee dashboards for 150+ service employees.

         Document all standardized work via launch of an SOP site that is efficiently audited every six months to achieve goals.

         Lead targeted decision-making in driving new programs, processes, and systems throughout business, and further boost success by strategically validating outcomes meaningful impact on both business and functional performance.

         Manage all facets of mail operations, including streamlining associates required to optimally run operations, negotiating a lucrative contract with Ricoh vendor to run operations, and conduct 5S business process improvement project on area.

Director Sales Operations (2013 2014)

         Maximized bottom-line performance by leading this top-notch sales organization while providing counsel to SVP of Sales regarding strategic implementation of sales objectives that would proactively assist sales teams in reaching sales goals.

         Led sales program implementation and sales compensation plans, and assessed Patch s operating model to drive growth.

         Established key communication channels and business processes to effectively manage a valuable sales operational team.

Senior Manager Sales Operations (2013)

         Utilized broad scope of industry knowledge and dynamic business acumen toward directing all sales operations, including recruiting, training, and managing a top-performing team of 155 inside / outside sales professionals to exceed core goals.

         Built and sustained profitable operations by maintaining cross-functional relationships to execute day-to-day functioning, along with ensuring seamless and efficient processes by supporting process definition and new systems implementation.

         Effectively oversaw all process improvement and documentation efforts while project-managing all facets of sales initiatives.

Manager Sales Operations (2012 2013)

         Strategically steered large-scale sales operations, including introducing a customer-focused outsourced team to implement automatic launch verification and client performance reporting, as well as partnering with process managers and reporting analysts to provide comprehensive transparency and escalation of operational challenges to achieve objectives.

Manager Sales Operations

         Spearheaded delivery of highly efficient operational support for all system- and process-related improvements with current and new applications, including coordinating implementation of all upgrades and launches with key departments.

         Generated workflows and documentation, and developed and provided training for system and process implementation.

Continuous Improvement Coordinator

         Played a vital role in directing internal audits within a project management capacity, including drafting and presenting comprehensive reports; participating in audit conferences; and analyzing information, business processes, and new systems.

         Provided targeted recommendations to improve internal controls, as well as bottom-line solutions to senior management.

Master of Science in Organizational Management (3.8 GPA) Sage School of Management

Bachelor of Science in Communications Norwich University

Leadership Academy Training (ADP Insurance Services, 2017)

Certificate in Executive Leadership (Cornell University, 2016)

Lean Six Sigma Master Black Belt (Villanova University, 2011)

Certificate in Chinese Business Culture (Shanghai Institute of Foreign Trade, 2010)

Microsoft Office Visio AdTech Incent / Xactly Salesforce WideOrbit Internet Applications

Vice President, ADP Insurance Services North East Military Brigade