CAREER SUMMARY

A business leader with proven success in the areas of office and business

operations, customer service, project management, regulatory compliance and

sales. Demonstrated ability to establish strong relationships, work

collaboratively with others to meet objectives and timelines, and serve as

an effective change agent to improve service quality and efficiency.

Experience gained working in financial services, college textbook

publishing and local government.

PROFESSIONAL EXPERIENCE

CUNA MUTUAL INSURANCE SOCIETY, Waverly, IA 1990 to 2011

Leading provider of financial products and services to credit unions and

their members worldwide. Provider of accident, annuity, life, and private

mortgage insurance products.

Administrative Compliance, Manager

2008 - 2011

Ensure company compliance with federal and state regulatory requirements in

the administration of Individual Life and Health products and work with

business partners to effectively mitigate regulatory risks.

. Provide leadership that is responsive to business partners needs, and

identify emerging changes in regulatory environment to ensure

compliance with federal and state regulations.

. Serve as functional leader for company's anti-money laundering efforts

to ensure administrative compliance.

. Facilitated efforts to complete a comprehensive analysis of two

important regulations and participated in development of tactical

plans to ensure successful completion of changes.

. Led team in development and delivery of training on a significant law

to 65 of company's senior management in advance of required changes.

Customer Service, Manager

2008

Served as subject matter expert and business analyst for transformation

project to redesign workflow and technical processes for administrative and

call center processes.

. Performed role of lead subject matter expert resulting in completion

of customer operations current state and future state workflow

documentation.

. Acted as business analyst in working with business partners and

documenting business requirements for new system development.

New Business Operations, Manager 2001-

2008

Responsible for Individual Life and Annuity New Business Operations

providing leadership for 14 team members and the new business process.

Ensured adherence to state and federal compliance regulations.

. Led implementation of multi-phase process improvement project that

saved time, reduced cost and improved service to the customer.

. Initiated and provided oversight for a project to develop online

processing procedures that ensured processes used to issue new

contracts were accurate, each person applied the same procedures and

business recovery needs were met.

. Consistently met service metrics that resulted in high quality service

to customers and timely payment of commissions to sales

representatives.

Order Fulfillment, Team Leader

1996 - 2001

Responsible for supporting new business system development, quality

assurance testing and implementation of system changes for products

marketed through direct mail.

Policy Change Team, Supervisor

1990 - 1996

Responsible for changes to in-force policies, list bill functions and

leading process improvement efforts to improve efficiency by eliminating

redundant processes

WADSWORTH PUBLISHING COMPANY, Belmont, CA

1976 - 1990

College textbook publisher in social sciences and humanities providing

leading-edge technology solutions for professors, students and lifelong

learners.

Field Sales Representative and Sales Services, Manager

1981 - 1990

Responsible for college textbook sales, leadership of field sales support

team and coordination of company participation in academic conferences.

Sales Office, Supervisor / Convention Coordinator / Correspondent 1976 -

1981

EDUCATION

B.S. in Education

University of Texas, Austin, TX

Coursework included: kindergarten/elementary education and

physical/cultural geography

Bachelors level courses SFA State

University, Nacogdoches, TX

Coursework included: general education

PROFESSIONAL DEVELOPMENT

Associates in Customer Service Certification - Life Office Management

Association

Foundations in Customer Service - Life Office Management Association

Life and Health Insurance Marketing - Life Office Management

Association

Business Law for Financial Services Professionals - Life Office

Management Association

Insurance Company Operations - Life Office Management Association

Principles of Insurance: Life, Health & Annuities - Life Office

Management Association

COMPUTER COMPETENCIES

Microsoft Office Suite (Word, Excel, PowerPoint)

Microsoft Office Visio

Microsoft SQL Query Analyzer

COMMUNITY INVOLVEMENT

Waverly Planning & Zoning Commission, 2002 - 2005

Waverly City Council, 1995 - 2002

Waverly Board of Adjustment, 1992 - 1995

Waverly Area Development, Design Committee, 1991 - 1993

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