I specialize in Systems Thinking, Lean, and Six Sigma, with a solid background in operational redesign, enhancing Customer Experience (CX), and driving Continuous Improvement in high-volume systems to help clients achieve strategic objectives.
My expertise includes business process mapping and redesign, root cause analysis, workflow optimization, customer demand analysis, customer journey mapping, and aligning processes with performance metrics. I have extensive experience conducting operational reviews of insurance contact centers across customer, broker, policy, and claims lifecycles.
My accomplishments include delivering efficiencies through the reengineering of front- and back-office operations, developing cross-silo operational frameworks, and establishing governance, workforce, and knowledge management approaches. I am committed to driving meaningful organizational change with measurable impact.