Forward-thinking Senior Manager with deep domain expertise in operations, customer experience, risk mitigation, thought leadership and talent development, who can provide vision and strategy and oversee execution. Ability to effectively influence strategic investments and roadmaps to drive innovation and improve community experience with specific focus on understanding community trends and challenges. Developing and expanding the capabilities of a high performing team in partnership with Policy, Product, Engineering, HR and L&D teams.
The Pacific NW Customer Transformation was a two year data conversion from multiple BOA platforms to one centralized environment (18 million accounts.) Provided portfolio management of all Associate Readiness initiatives for the Claims, Fraud, and Contact Center platform transitions. Assessed the adoption risk associated with the transformation effort and identified, developed, and executed strategies and supporting tactics to engage and influence project management and line of business senior leaders. Partnered with senior leaders and line of business executives to develop transition plans to sustain the change for the CA/NW Transformation.
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