Michelle is a seasoned consultant with more than 25 years of insurance and financial services experience driving large scale business and technology transformation initiatives for national and global carriers.

- Distribution & Sales Optimization: Agent and customer experience, sales operations excellence, call center design, op model, and tech transformation

- Underwriting Transformation: Underwriting process improvement, automation/rule engine design and processes - Policy Administration: Requirements gathering, process and op model optimization, data/reporting design/optimization, change management

- Claims Transformation: FNOL process redesign, adjudication rules/automation, claims systems transformation

- Operating Model Optimization: Span of control analysis to improve operating performance and metrics, KPI benchmarking and business case development to drive ROI, BPO/managed services strategy and execution

- Post-Merger Integration: Synergy identification, process analysis, integration design, planning, and execution to maximize operating efficiency of merged or divested orgs