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Experience

Leveraging acquisition marketing, consumer behavior, insights, and analytics to offer cross-channel experience journey.

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Tech-savvy and success-driven professional with 20+ years of success leading cross-functional teams through consumer activation, from insights and issue identification through implementation and assessment. Expert in planning growth-driving tactical roadmaps, managing rapid expansion, and providing exceptional customer value.

 

Ability to design structure and repeatable procedures out of chaos, establish world-class teams and culture, and comprehend upstream and downstream effects. Change leader with capacity to utilize insights and team-based strategy for organizational improvements and best practices adoption. Excellent negotiator and connection builder with individuals at all levels, clients, enterprises, and senior management.

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Areas of Expertise

Strategy

  • Strategic Leadership

  • P&L / Cost Reductions

  • Capital Management

  • Client Retention

Effectiveness

  • Continuous Process Improvement

  • System Implementation

  • Product Management

  • Performance Optimization

Leadership

  • Operational Oversight

  • Vendor Negotiations & Management

  • Associate Engagement Plans

  • Compliance Management

Accomplishments

  • Improved regional financial performance by 18%.

  • Implemented Centralized Support Organization (CSO): raising operational support and decreasing expenses by over $500K.

  • Reduced onboarding time from 16 weeks to nine weeks with zero reduction in quality scores.

  • Introduced virtual knowledgebase that elevated compliance and efficiency by 25%.

  • Successfully negotiated over $5M in vendor price reductions, while maintaining and increasing service standards.

  • Executed cost-effective practices, saving $3M by optimizing core functions via centralized services organization.

  • Raised associate engagement scores over 95% of national averages by developing associate engagement plans, tactics, and activities, while doubling customer population from 3M to 6M.

Roles And Results

Hidden Paths Travel
Founder & Chief Pathfinder
2024 – Present

 

Founded and lead a boutique, concierge-level travel advisory delivering luxury leisure, group, and corporate travel services. Full P&L ownership with responsibility for strategy, supplier partnerships, revenue growth, brand development, and operational execution.

Built the business from inception, establishing scalable operating frameworks, supplier networks, and a high-touch client service model designed to compete in a fragmented advisory market.

 

Key Impact:

  • Designed and launched an end-to-end service model managing the full client lifecycle from intake through post-travel reconciliation

  • Established strategic partnerships with global cruise lines, hotel brands, and destination partners to secure preferred amenities and access

  • Implemented continuous rate monitoring and proactive rebooking strategy to deliver measurable client savings and increase retention

  • Developed structured pre-departure systems, digital itineraries, and client documentation processes to enhance experience and reduce friction

  • Coordinated complex multi-family and group travel logistics including air, hotel, cruise, and ground transportation

  • Built a 24/7 client support model ensuring rapid issue resolution and white-glove service delivery

 

Gravie
Director, Enrollment & Eligibility
2026 – Present

 

Accountable for end-to-end enrollment and eligibility operations across employer-sponsored health plans. Responsible for ensuring accuracy, compliance, and seamless data flow across claims, billing, finance, and external vendor ecosystems.

Leads operational design, governance, and execution across onboarding, open enrollment, eligibility maintenance, and member lifecycle events while reducing financial risk and improving scalability.

Key Impact:

  • Own eligibility and enrollment operations including onboarding, life events, terminations, and COBRA transitions

  • Establish operational standards, SLAs, and controls to ensure data accuracy and downstream system integrity

  • Partner cross-functionally with Product, Technology, Finance, and Claims to align eligibility with enterprise operations

  • Lead automation initiatives to reduce manual work, improve speed, and increase scalability

  • Oversee data governance across enrollment platforms, billing systems, and external vendor integrations

  • Support audit readiness, compliance requirements, and risk mitigation strategies

 

Oscar Health
Senior Director, Optimization — Enrollment, Billing & Vendor Management
2023 – 2026

 

Selected to lead Enrollment, Billing, and Vendor Management functions during a period of significant operational instability. Directed enterprise-wide turnaround by implementing disciplined operating structures, strengthening governance, and aligning execution to measurable performance outcomes.

Key Impact:

  • Reduced open enrollment failure points by 85% in one cycle and 95% within two

  • Increased productivity by 30% within six months across a 20-person function

  • Designed and executed multi-year operating strategy aligned to enterprise growth objectives

  • Implemented data-driven performance frameworks to improve accuracy, speed, and partner satisfaction

  • Built and developed leadership pipeline to strengthen long-term organizational performance

  • Led strategic initiatives presented to executive leadership and board-level stakeholders

 

SeniorBridge (a Humana company)
Director of Operations & Implementation
2019 – 2023

 

Directed multi-state operations across 20+ branches, improving margins, optimizing capital deployment, and modernizing operational infrastructure.

Key Impact:

  • Improved financial performance through operational redesign and cost discipline

  • Centralized services model to reduce expenses and improve support delivery

  • Implemented enterprise knowledgebase to increase compliance and operational efficiency

  • Strengthened client engagement and retention through service model enhancements

 

Humana Military
Director, Billing & Enrollment — TRICARE East
2017 – 2019

 

Led the largest frontline organization within Humana Military, overseeing workforce expansion, operational governance, and regulatory alignment.

Key Impact:

  • Scaled organization from fewer than 90 to over 200 employees

  • Managed multi-million-dollar budgets while maintaining operational performance

  • Modernized training programs through digital learning transformation

 

Summary

Operational executive with a track record of leading large-scale transformations, stabilizing high-risk functions, and building disciplined operating models that drive measurable performance. Combines enterprise-level operational leadership with a client-first mindset to deliver structured, high-quality outcomes—whether in healthcare operations or high-touch travel advisory.

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