BUSINESS AND TECHNOLOGY MANAGEMENT

Financial, Insurance, Healthcare, Information Technology, Marketing and Sales In

dustries
Forward-thinking, customer-focused leader offering repeated cross-functional, mu
lti-industry accomplishment increasing operational stability, process efficiency
, bottom-line profits, sales close ratios, risk analysis, and high-performance t
eams.
Results-driven leadership with 10+ years of accomplishment in successful Fortune
500 organizations and cross-functional Business and Technology management posit
ions spanning a variety of settings and challenges. Delivered Billions $ monthly
achieving partner service levels, attacked inefficiencies driving $500K in syst
em consolidation saves, sales membership growth exceeding 178% , realized 75% r
eduction in critical application outages, financial acumen managing multi-millio
n $ budgets, reduced development and operational costs through Enterprise Inform
ation data-quality.
Exceptional performer annually exceeding objectives and expectations. Leading bo
th Business and IT teams instills diverse management expertise that increases in
fluence across all levels of the organization, enables quick understanding of co
mplex environments, and brings cross-functional groups together that deliver re
sults. Accomplished at developing individuals and building teams that succeed co
llectively beyond their individual talents. Uncompromising integrity. Strength
s in:
- Business and IT Management
- Presentation and Negotiation
- Leadership, Training, Team Building
- Oral and Written Communications
- Continuous Process Improvement
- Strategic Planning and Execution
- Analytical and Creative Thinking
- Relationship Building & Management
- Marketing & Business Development
- P&L, Budget, Financial Management
- Project Management
- Sales and Product Positioning

PROFESSIONAL EXPERIENCE

ING FINANCIAL SERVICES - HARTFORD, CT

2005–PRESENT
Accomplishment and promotion within a Fortune Global 100 Company, providing fina
ncial services to retail and institutional clients.
Director Enterprise Services: ING Shared Application Services
Simultaneously manage multiple cross-functional teams successfully supporting in
ternal lines of business and external customers. Leading managers, team leads, c
onsultants, vendors and technical employees consisting of 15 employees and 20 co
nsultants, developing competencies and achieving maximum level of performance.
- Financial acumen managing multiple department budgets in excess of $5M,
funding operations, driving strategic projects and maximizing return on investme
nt
- Delivered effective strategy, roadmap, resourcing, system design, develo
pment, operations, maintenance, issue resolution and enhancements across 12 dist
inct enterprise applications

Electronic Managed File Transfer 2007–PRESENT

Owner of ING’s central gateway for secure file transfers between internal and extern
al trading partners. Instrumental in processing billions of dollars monthly, int
eracting with large partner banks and broker/dealers and achieving accuracy and
partner service levels. Built and maintained more than 10,000 inbound / outbound
trading partner relationships.
- Optimized ING file security by implementing encryption and digital signa
tures for both in and outbound file transfers
- Established and implemented file tracking, monitoring, error notificatio
n, industry protocols and translators
- Realized a 75% reduction in critical application outages
- Created the Knowledge Management System for capturing file transfer meta
data; enabling audit transparency and enhanced file management
- Drove down support costs more than $200K through consolidation and centr
alization of ING’s File transfer systems and processes

Enterprise Information Data Quality 2005–PRESENT

Applied dynamic leadership talents to data quality team responsible for providin
g process, tools and analysts that support all LOBs. Drove all efforts in the de
sign, development and operations related to application/database data discovery,
profiling, certification, monitoring, cleansing and name / address verification
. Rendered high level of ongoing analysis in ING’s “Enterprise Information and Data Plat
form†QA testing and ODS / DW / AQT / Marts data integrity and issues.
- Produced $250K in saves by consolidating duplicate name and address vend
ors into the data quality and NCOA services
- Improved customer satisfaction while simultaneously reducing the develop
ment and operational costs related to incorrect and missing data

Imaging and Workflow 2008–PRESENT

Impressively managed remote teams generating application stability in processing
, storing and integrating digital documents into workflow systems
- Designed and developed all aspects of imaging workflow systems utilized
by more than 1,000 daily users
- Stored over 400 million pages; accessed millions of documents and added
over 1 million images monthly

Disaster Recovery (DR) and Business Continuity (BCP) 2007–PRESENT

Effectively led the successful implementation of ING policy for DR/BCP across al
l Shared Applications, aligning with LOBs and Crisis Management
- Created and developed DR and BCP plans, achieving 100% completion of ann
ual testing and risk mitigation requirements

CIGNA HEALTHCARE - HARTFORD, CT

2000–2005
Recognized for leadership abilities in one of the nation’s leading companies for emp
loyee health related services.
Director of Underwriting 2002–2005
Directed the Mid-Atlantic underwriting team, including all aspects of the underw
riting process, achieving regional sales goals. Accepted expanded responsibiliti
es by also assuming Senior Underwriter role, tasked to manage the region’s largest h
igh-profile cases, including new business and renewals. Delivered informative an
alysis and sales effectiveness presentations, such as regional case profitabilit
y reports, producer segmentation and SIC code analysis to senior management. Ass
umed full responsibility in developing and maintaining numerous UW tracking tool
s for team strategic plans and regional revenue tracking.
- Displayed unsurpassed expertise in all aspects of the underwriting proce
ss: case reviews, rating accuracy, pricing concessions, policy & procedure adher
ence, workload balancing, daily sales team interactions, rate negotiations, perf
ormance metrics, regional sales goals, and book-of-business profit/loss
- Led the Mid-Atlantic UW team to achieve 178% of membership goal; exceed
target close ratios; accomplish benefit-buy-down levels; and reach 95% of earnin
gs goal
- Recognized for transitioning two regional underwriting hubs to the Home
UW office; managed the book-of-business transfer, case maintenance and sales int
eractions

CIGNA HealthCare Leadership Program (HLP) 2000–2003

Graduate of CIGNA’s multi-year leadership program involving multiple job rotations a
cross several disciplines. Carried out all HLP initiatives: interviewing, hiring
, mentoring, communications and program marketing.
- Served as an integral member of the selective “Master’s Level†leadership progr
at develops senior leaders within CIGNA
- Managed multiple HLP graduate level internship programs

Sr. Project Manager: Claims 2000–2002

Provided guidance and leadership to CIGNA's claim auto-adjudication vendor selec
tion processes. Maintained numerous National Service Organization tracking and r
eporting tools for account migrations, sales volumes, site readiness and resourc
e tracking.
- Recognized as CIGNA’s point-of-contact relationship manager, working collabo
ratively with vendors, assessing vendor proposals and presenting recommendations
to senior management
- Identified past cost benefit overstatements in excess of $750K. Designed
new cost-benefit forecasting models for assessing vendor automation tools and e
valuating internal automation opportunities.
- Claims automation issues discovered through intense design, development,
testing, training and distribution of the Auto-Adjudication Enabling Tool

FIRST SCIENTIFIC CORPORATION - OGDEN, UT

2000
Hired by founder and CEO after seeing quality of MBA market research project. T
he company specializes in antibacterial agents for medical, commercial and consu
mer products.
Product Development Consultant
- Conducted comprehensive market research and market penetration strategy
for new commercial product lines
- Designed and developed an antibacterial dispensing unit for commercial a
nd consumer target markets
- Recognized as hospitality industry expert and advisor to regional sales
representatives and Senior Management Team

MARRIOTT INTERNATIONAL, INC. - BETHESDA, MD

1999
One of the world's leading hospitality companies with 18 hotel brands in 68 coun
tries around the world.
Brand Management
Successfully worked with two Marriott International brand teams, TownePlace Suit
es and SpringHill Suites. Researched and identified how Marriott should position
brands to cater to the growing female customer segment.
- Performed competitive SWOT analysis between Marriott and a major competi
tor to assess the competitive environment and confirm overall brand strategy and
market penetration

WATERFORD INSTITUTE - PROVO, UT

1996 - 1998
Educational software company that develops interactive curriculum for schools th
roughout the U.S.
Supervisor Audio Design Recording Division
- Designed and successfully released three multi-million dollar software p
rograms for Microsoft and Addison Wesley
- Supervisor of in-house engineers, composers, and technical staff. Activ
ely involved with all audio design, digital editing, composing, performing and r
esource/vendor management
- Created management system for storing and tracking all elements of the a
udio design process
ENGINEER, COMPOSER AND PERFORMER - NATIONALLY
1996 - 1999
- Public Broadcasting Service (PBS)
- Simon & Schuster Publishing
- Extempo Entertainment Group

EDUCATION & CREDENTIALS

MASTER OF BUSINESS ADMINISTRATION
Brigham Young University, Marriott School of Management, Provo, UT: 2000
MBA: Marketing, Finance, International
Additional International Asia Study Abroad Program: 1999
BACHELOR OF ARTS IN ENGINEERING AND MUSIC COMPOSITION
Brigham Young University, Provo, UT: 1997
Leadership Scholarship | Golden Key Honor Society | Student Director
MEDICAL CERTIFICATE: CERTIFIED PHLEBOTOMIST | LDS HOSPITAL PHLEBOTOMIST
Salt Lake City School of Phlebotomy, SLC, UT: 1993