Dec 2016 – Dec 2022 · 6 yrs · Dallas-Fort Worth Metroplex

• Promoted to Team Lead in May 2017, GBAM-GWIM Sample Execution Manager in January 2018, VP in 2020
• Led, coached, and mentored a team of 14 Sample Execution Analysts in multiple locations (8 onshore, 6 offshore)
• Developed three direct reports to an organizational promotion in the previous two years
• Investigated data source issues, identified how to resolve, determined if redevelopment would be required, then presented findings/recommendations to Test Owners & Senior Compliance stakeholders
• Analyzed new test builds then requested modifications that would result in fewer production issues
• Proposed process enhancements to Senior Leadership regarding third party data & access management
• Oversaw the GBAM-GWIM test inventory while surpassing 93% on-time & error-free sample delivery
• Contributed to the successful project team responsible for the Enterprise Independent Testing (EIT) Sampling platform migration
• Familiar with the Trifacta Data Wrangling platform as part of EIT’s emphasis on increased automation
• Gained buy-in from the GBAM-GWIM Leadership Team regarding my recommendations on standardizing the 'Time Period of Test Population' verbiage which was then incorporated into the test development/sample requirements process
• Built reports in SSMS & Excel to assist in monitoring process adherence and sample quality
• Became the WebEx polling SME and created a WebEx polling QRG to aid other Team Leads
• Worked with Sample Development to address audit, quality, and on-time delivery issues
• Created and implemented an updated Zero Population QRG to incorporate process enhancements
• Led a work group that analyzed existing Statuses and Late Reasons then proposed suggestions for addition, deletion, or modifying with the goal of greater Transmission Log transparency
• Acquired population data via SSMS, Toad for Data Analysts, SAS, Teradata, or Sharepoint, troubleshooting SQL script when necessary

Aug 2016 – Dec 2016 · 4 mos · Dallas-Fort Worth Metroplex

• Analyzed testing processes & procedure documents for adherence to statistical concepts & bank standards
• Utilized Microsoft SQL Server Management Studio to identify scripting errors
• Currently studying for Microsoft SQL Server certification (Exam 70-461)

Feb 2013 – Dec 2015 · 2 yrs 10 mos

• Supervised a high performing team of 8 Insurance Sales Professionals and 4 Customer Service/Support Representatives
• Recruited and developed talent through coaching and mentoring which led to new agent production increasing 75% in 2015
• Drove capped loss ratio 6% below 2014 state target through prudent underwriting decisions balancing revenue versus risk
• Analyzed data/reports and successfully identified relevant insights to share in team meetings and individual coaching
• Extensive knowledge of the competitive landscape in the personal lines property & casualty insurance marketplace
• Managed branch B2C marketing strategies and spend to ensure adequate policy sales lift per expense dollar
• Trained team to deliver a consistent brand message in each customer interaction to properly position our product against the competition
• Improved customer experience by utilizing enhanced reporting tools and process checks; 2015 CSAT 13% above target
• Streamlined manual quote (ATV/jet-ski/motorhome) procedure through the Root Cause Problem Solving process
• Extensive knowledge of Liberty’s Life insurance & annuity products, processes, sales strategies and underwriting
• Implemented a high-performing office culture that positioned the Branch for long-term success
• Persuaded Sales Professionals to incorporate Life insurance/Annuities into their sales process which resulted in a 32% increase in sales (2014)
• Successfully implemented the Liberty Management (Lean) System (LMS) in the Highland Village branch after persuading initially resistant high-tenured employees on the reasons and benefits of the change
• Other duties included: data analysis, expense management, recruiting, HR investigations, and communicating/implementing strategic company initiatives

Jul 2011 – Feb 2013 · 1 yr 7 mos

• Acted as an internal consultant during two nine-month FMDP assignments in both Claims and Distribution business units
• Presented recommendations to SBU President and his direct reports at the conclusion of each assignment
• Honored as only FMDP graduate in program history to be promoted directly to the Senior Branch Manager role
• Researched, analyzed and presented on team and individual projects including: Annuity Boot Camp, marketing strategies for new Sales Professionals, competitive intelligence, improving the UMBI claim reimbursement process, POS training program redesign, Navigator claim system improvements, and SWOT analysis
• Managed team of six Claims Specialists during 2nd assignment in the Bodily Injury Claims organization with duties such as medical file analysis, negotiation, liability investigation & decisions, and improving standard work processes
• Consulted on corporate office initiatives including: Sales Rep segmentation, Business Immersion to establish stronger connections between home office and field operations, and Claims and Distribution alignment building
• Achieved Behavioral Interviewing certification
• Coordinated initiatives to drive Branch value including: audits to ensure data integrity, accompanied Sales Professionals on various appointments for development purposes, communicated home office directives and persuaded employees who were resistant to change

May 2010 – Aug 2010 · 3 mos · Atlanta Metropolitan Area

• Prepared comprehensive 36 slide best-practices deliverable which analyzed costs and effectiveness of marketing activities in the for-profit higher education industry
• Conducted client interviews to supplement industry research for admissions process streamlining project

Feb 2008 – Jul 2009 · 1 yr 5 mos · Portland, Oregon Metropolitan Area

• Led B2B marketing team that originated materials and coordinated seminars for business development campaigns
• Presented 401(k) enrollment meetings to encourage participation amongst client’s 6000 employees
• Primary service representative for accounts with retirement plan assets of $100MM
• Prepared profitability forecasts; managed company finances and cost-cutting initiatives

May 2002 – Jan 2008 · 5 yrs 8 mos · Portland, Oregon Metropolitan Area

• Implemented extensive B2B marketing plan to introduce products to the Portland mortgage loan market
• Restored damaged mortgage broker relationships through accountability, integrity, and providing an excellent customer experience
• Utilized underwriting background to restructure and pre-qualify loans to fit investor guidelines
• Elevated monthly market production volume from zero to $2.5M within two quarters
• Top 15% in unit production among 60 Account Executives in Northwest Division (2004-2005)