Monte Morgan

757-***-****

advr8m@r.postjobfree.com

www.linkedin.com/in/monte-morgan

SUMMARY

Client Solutions and Process Improvement

Solution and operations leader for BPO, Insurance, Banking, Healthcare, and Financial companies.

Strategic solutions and implementations utilizing cloud technology and low code platform.

30% reduction in operating costs with solution designs that streamline operations.

Project Management of 9-month ISO 9001 implementation with an account saving of over $200M

50% reduction in solution development with the reduction in CPQ costs.

SKILLS

Process Improvement, Implementations, CPQ, BPO, Azure, HyperScience, OCR, RPA, RFP/RFI, MSA development, ISO 9001, Six Sigma, Quality Assurance, Contract Negotiation, Agile Project Management, Salesforce

EXPERIENCE

Conduent 2013 - Present

Director, Implementations and Strategic Solutions

Extended the commercial and public sector groups' revenue growth by 20% while leading a solutions team that improves customer operations utilizing the low-code platform's cloud computing solutions.

Managed operations through process improvement and IT enhancements by 30% for Insurance, Banking, High Tech, Retail, HRIS, Communication, and Media. Develop pre-sales and sales teams to deliver solutions to new and current clients 50% faster.

Reduced operating expenses by 20%-30% by developing call center and digital mailroom solutions for insurance, banking, government, and healthcare clients to receive financial documentation and address business processes such as policy, claims, account opening, mortgage origination, customer loan servicing, collections, and payment processing.

Utilized various technologies such as RPA, OCR/ADR, Call Center Technology, and Digital Processing to reduce throughput time, increase quality, and reduce operating expenses.

Sutherland Global Services, Chesapeake, VA 2011- 2013

Director, Solutions Architect

Expanded the insurance vertical by 30%, working with insurance clients to reduce the overall spend of call center and back-office operations, direct marketing sales, and improve the overall quality of both underwriting and claims operations.

Led the sales effort for three new logos and grew five existing clients with additional processes for new LOBs. Expanding the insurance vertical by working with insurance clients to help reduce the overall spending of back-office operations by 30%.

Improve the overall quality of both underwriting and claims operations by 20%.

Lowered overall operating expenses by 45% by working with P&C and specialty insurance companies to define current processes and develop a plan to transition 300+ positions from 15 different US locations to Cochin and Chennai, India.

Operating costs were decreased by 30% by setting up various solutions for actuarial, back office, call centers, and loss modeling processes to augment client teams, increase overall capacity, and improve quality with net sales of over $20M.

AIG, New York, New York 2001 - 2011

Sr. Director, Claims Operations and Strategy

Controlled various sourcing vendors that provided IT services for claims and underwriting processes for four different LOBs. Responsible for the relationship, tracking SLAs, and monitoring services offered.

Enhanced AIG globalization outsourcing effort through the Claims Operations and Strategy function by consulting and driving strategic Six Sigma projects for Life, P&C, Annuity, TPA, and Workers Comp.

Set up various off-shore captive processes to improve the overall quality, reduce operations expenses and increase productivity.

Utlized off-shoring projects for claims to eliminate non-value-added processes, create technology enhancements, and transfer processes off-shore to reduce operations' overall cost.

Director, Operations Litigation Management

Led Litigation Management operations and strategy group to help transform and deliver technology solutions supporting Claim’s financial turnaround.

Six Sigma team leader over three years in multiple corporate and divisional projects that reduced department spending by $10 million and boosted case handling by 30%.

Directed Litigation Management Operations Department project team members and staff, reducing the cost of operations in all divisions.

Developed and handled a $90 million P&L across four divisions of Litigation Management

Led senior-level executive-sponsored project charged with reducing Domestic Claims annual legal expense.

Staff Counsel – 500+ attorneys and support personnel focus on using Staff Counsel through technology and process improvement.

MBB/Director, Performance Management Program

Six-month development and implementation program model, plan, and strategy, integrating Six Sigma methodology and information technology to create a platform that bridged knowledge gaps between multiple business groups.

Engagement Manager for 30 global and regional projects (Claims Litigation, P&C, Real Estate, Underwriting, Healthcare, Toxic Tort, Environmental, Workers Comp, and Complex) with over $100 million in savings.

Coached a team of Black Belts, Green Belts, and Project Managers in completing internal, external, domestic, and international projects.

Led and created Six Sigma methodologies and concepts (DMAIC and DMEDI) at all levels of the organization.

Authored a simulation to enhance training within an insurance learning environment.

EDUCATION

MS, Engineering Technology, Quality Assurance – Kennesaw State University, Marietta, GA

MBA - IONA University, New Rochelle, NY

Bachelor of Science, Production and Operations Management - IONA University, New Rochelle, NY

Master Black Belt – Lean Six Sigma

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