Highly motivated Sales Associate with extensive customer service and sales experience. Outgoing sales professional with track record of driving increased sales, improving buying experience and elevating company profile with target market.
Skill Highlights
Guest services
Inventory control procedures
Merchandising expertise
Loss prevention
Cash register operations
Product promotions
Core Accomplishments
Graduated Magna Cum Laude, GPA 3.74/4.0
Activities & Memberships: Phi Kappa Phi Honor Society, Beta Gamma Sigma Honor Society, Financial Management Association National Honor Society, and the Golden Key National Honor Society
Professional Experience
Assistant Vice President, Manager, Strategic Programs, 09/2012 to Current Abila – Mclean, VA,
Senior Manager accountable for strategic design, development, and implementation of large-scale strategic initiatives. My team is responsible for developing strategies, continuous improvement of processes, companywide implementation, and building enhanced technology capabilities to enhance the customer experience and improve profitability. Influences senior leaders at all levels of the business on policies, standards, strategies, structural footprint and governance. I've managed organizations from 14-80+ headcount. Value Creation - Improved Profitability
Designed and implemented strategies that have delivered $20M+ in loss cost savings and 5% in productivity improvements
Developed Shop Network platform which has improved shop estimate accuracy and delivered $11.5M in loss improvements
Led effort with predictive modeling team to develop a statistically based model to recommend the best performing shops countrywide leading to an enhanced customer experience and improved loss and expense results
Built salvage model to drive increased gross returns on salvage. Project has delivered $5M in incremental salvage recoveries over 10 months
Designed process improvements that have resulted in improved cycle time for Repairable and Total Loss rental days and delivered $2M in rental savings
Developed a buy vs. lease business case to purchase appraisal hardware for the Claims field organization. Effort resulted in a $2M savings over 3 years
Leveraged scale to negotiate more favorable contract terms with key vendors, saving $2M in annual fees Process Improvement
Led the merger and integration of Liberty Mutual and Safeco to create a single Personal Insurance Auto Appraisal capability leveraging scale and best practices
Rebranded the Liberty Mutual and Safeco shop networks under a single countrywide brand the "Guaranteed Repair Network." Partnered with Marketing to conduct customer, employee, agent competitive research
Designed and implemented new Quality Assurance process for Personal Insurance appraisal to enhance results and drive better root cause detection leading to more value add coaching and feedback for frontline staff
Oversaw the creation of a statistical model which enhanced the audit process of shop written estimates. Improved prioritization and flagged estimates with overwrite from 10% to +50% of all uploaded estimates
Redesigned salvage title process which reduced salvage paperwork cycle time by 17 days or 25%
Collaborate and influence executives across all functional areas including Auto Physical Damage Field Management to drive process improvement pilots and countrywide implementations Innovation
Collaborated with key vendor to build Repair Status application giving customers and front line staff visibility into the repair process
Developed online tool to manage shop contracts, SOPs, shop onboarding and shop balanced scorecard to share performance and results in near real time ensuring consistency and transparency between shops and appraisal staff
Worked closely with the digital and mobile team to develop best in class claims mobile app and online self service capabilities to allow customers to schedule appraisals, check the status of repairs, request glass repair and schedule rental reservations
Partnered with vendor to develop self-service damage capture tool and piloted express estimate leading to estimate cycle times of < 24 hours
Product Manager, Direct Repair Program, 08/2011 to 09/2012 Liberty Mutual Insurance Group – City, STATE,
Led initiative to implement centralized management of the Liberty Mutual body shop network program of 4,400+ shops across 50 states with an expected return of +$30M over 3 years
Developed business case and received Senior Executive approval to build a new team of 54 auto appraisers responsible for managing the Direct Repair Program. Responsible for developing the strategy, operational plan, and hiring and ramp up of 54 FTEs across 3 offices. Worked directly with recruiting, training, IT and telephony to build infrastructure to support team.
Provided thought leadership and direction to multiple levels of management and individual contributors. Partnered directly with the SVP, Auto Physical Damage, to develop LOB strategy and processes to accomplish strategic and operational objectives
Director, Auto Physical Damage Strategy & Analysis, 12/2010 to 08/2011 Liberty Mutual Insurance Group – City, STATE,
Led redesign, pilot, and countrywide rollout of lean visual management boards, improving front line staff workload management and performance understanding while significantly reducing supervisor preparation time
Designed claims adjuster staffing model and hiring plan incorporating improved forecasting, allowance for new hire ramp up, and proactive attrition hiring that will significantly narrow gap between future demand and available capacity
Led the development of comprehensive State of the Line reporting to assess overall health and variance drivers for the line of business and identified key drivers of performance
Director, Claims Finance & Analytics, 07/2009 to 12/2010 Liberty Mutual Insurance Group – City, STATE,
Led a team responsible for providing leadership and execution around budgeting, expense management, annual strategic planning, predictive modeling and monthly operational analysis across all lines of business for $3.6B in loss and $800M in expense
Managed the design and project management of the Personal Insurance Claim's budget process. Developed and implemented budget model to forecast $800M and +4,000 employees across 7 regions
Created financial model to support selection of strategic initiatives. Collaborated with senior management and product management teams to identify opportunities across all lines of business. Developed and implemented an optimization model for property staffing of severe storm claims leading to $12M in annual expense savings
Direct ad hoc analysis projects involving all areas of Claims to include, competitive analysis, balanced scorecard, loss trend analysis, operational analysis, staffing and unit cost analysis
Finance Manager, Project Leader, Senior BA, Financial Analyst, 03/2004 to 07/2009 Liberty Mutual Insurance Group – City, STATE,
Mar 2004-Jul 2009
Developed and maintained Hyperion Pillar model used during the annual budgeting process
Provided financial support and analysis to regional and home office functional managers supporting $1.8B expense budget
Created monthly reporting process and exhibits used by senior management to analyze expenses and business drivers across the SBU
Financial Analyst, 08/2002 to 03/2004 Fidelity Investments – City, STATE,
Developed driver-based financial models to forecast revenue and operating expenses across all lines of business to assist executives in strategic planning and business improvement initiatives
Communicated with senior management in order to understand business drivers and identify cost savings opportunities through offshoring
Education
Masters of Business Administration: Corporate Finance, Expected in Boston College, Carroll School of Management - Chestnut Hill, MA GPA:
Boston College, Carroll School of Management Chestnut Hill, MA Masters of Business Administration May 2011
Concentration: Corporate Finance
GPA 3.66/4.0
Bachelor of Science: Business Administration, Expected in Northeastern University - Boston, MA GPA:
Northeastern University Boston, MA Bachelor of Science Degree in Business Administration June 2002
Dual Concentration: Finance and Management Information Systems
Graduated Magna Cum Laude, GPA 3.74/4.0
Co-ops with Fidelity Investments in Corporate Finance and Mutual Fund Accounting and Keyport Life Insurance in Wholesale Distribution of IRAs and Annuities
Activities & Memberships: Phi Kappa Phi Honor Society, Beta Gamma Sigma Honor Society, Financial Management Association National Honor Society, and the Golden Key National Honor Society
Professional Affiliations
Activities & Memberships: Phi Kappa Phi Honor Society, Beta Gamma Sigma Honor Society, Financial Management Association National Honor Society, and the Golden Key National Honor Society
Skills
Drivers, Finance, Financial Analyst, Budget, Budgeting, Financial Support, Hyperion, Claims, Physical Damage, Predictive Modeling, Business Case, Strategic Planning, Accountable For, Appraisal, Audit, Best Practices, Class, Coaching, Comprehensive Large Array Data Stewardship System, Continuous Improvement, Contracts, Cycle Time, Field Management, Governance, Integration, Integrator, Large-scale, Marketing, Onboarding, Process Improvement, Process Improvements, Quality Assurance, Real Time, Sops, Staffing, Ad Hoc Analysis, Competitive Analysis, Cost Analysis, Optimization, Product Management, Project Management, Body Shop, Product Manager, Recruiting, Telephony, Thought Leadership, Training, Forecasting, Proactive, Rollout, Self Motivated, Corporate Finance, Masters Of Business Administration, Mba, Accounting, Annuities, Financial Management, Fund Accounting, In Wholesale, Life Insurance, Mutual Fund
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