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Details-Focused Process Improvement Engineer who offers a background in Operations Management, Strategic Planning, Process Re-Engineering, Revenue Cycle Management, Systems Conversion, Root Cause / GAP Analysis, Benchmarking / Competitive Analysis, Business Continuity, SWOT, and Change Management.
Dynamic Leader who demonstrates talent in delivering sustainable cost containment and revenue growth by developing an organizational culture of continuous process improvement, and can consistently see the big picture while managing high-volume operations to minimize risk, optimize resources, and retain customers.
Top Performer who contributes a proven track record in managing cross-functional teams by example and with integrity within a structured approach to meet deadlines and in alignment with PI-based project goals.
Out-of-the-Box Thinker skilled in strong Lean, Six Sigma, TOC, and DMAIC process improvement initiatives.
Recognized for job performance excellence with Securian s Retirement Division Torchbearer Award, along with attaining membership in the Performance Excellence Network and competitive Seven Seals Award.
Improved Securian processes to build earnings capacity by increasing customer and distribution satisfaction.
Collaborated in the development and maintenance of an ECPI Competency Center, including identifying and implementing industry and technology best practices in support of CPI business goals and / or objectives.
Restructured the Annuity Operations department to improve customer service and efficiency, along with restoring Securian s image with clients via a new Annuity Process Analyst role and reducing the company s regulatory risk by proactively requiring industry-wide training criteria for certain personnel to meet goals.
Created a new business plan as Annuity Customer Service Manager by bringing in software designed to streamline operations, including reducing handoffs, improving volume visibility, and creating baseline metrics.
Successfully avoided increased staffing by 25% by focusing on process improvements in the business unit.
Increased the number of policies reinsured by 700% with same staff resources as a Reinsurance Supervisor.
Enterprise Continuous Process Improvement Engineer (2013 Present)
Capitalize on the opportunity to lead forward-thinking process improvement engagements for various business functions, including Centralized Licensing & Appointment, Producer Compensation, Claims, IT Document Management Services, and Change Management with a specific focus on engagements encompassing Policy Servicing, Contact Center, and New Business to meet and / or exceed core objectives.
Direct Enterprise Continuous Process Improvement (ECPI) Engagement lifecycles using a DMAIC problem-solving approach combined with Lean and Six Sigma tools and methodologies, including facilitating ECPI events and training multi-level business associates to ensure the process improvement culture is sustained.
Gather business area data and prioritize future CPI projects using qualitative / quantitative measurements; facilitate process mapping, measuring, and monitoring; and handle outside CPI training and consultations.
Manager Annuity Customer Service (2000 2013)
Utilized broad scope of industry knowledge and dynamic business acumen toward managing Individual Annuity Service Delivery, Compensation, and Benefit payment functions, including analyzing business operations and developing short- / long-term plans to improve organizational processes and enhance efforts.
Assessed issues and improved overall processes by introducing a new Annuity Business Process Architect role.
Optimized operational productivity by sponsoring multiple IT-developed projects to improve core efficiencies.
Supervisor Reinsurance (1997 2000)
Played a vital role in coordinating and managing Securian s Individual Life & Disability reinsurance administration programs, and improved risk profiled through co-insurance risk arrangement implementation.
Life Office Management Association (LOMA) Designations AAPA ￨ ACS ￨ ALMI ￨ Equity Products & Annuity Committee
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