Results

BPO Scaling

Challenge: An insurance-focused BPO serving US P&C carriers needed to scale its customer service support team rapidly without degrading service quality or breaching SLAs.
Approach: Targeted labor market analysis, a rebuilt recruiting strategy, and operational restructuring designed to protect quality through the growth curve.
Result: Team scaled 10X within 6 months. SLA compliance held throughout, and the new labor pool produced higher CSAT and FCR than the baseline.

Offshore Strategy

Challenge: The same operation needed a lower cost structure without trading away quality. The default answer in the market is a wage-rate comparison; the real answer is the full cost and capability picture.
Approach: Engineered a Philippines expansion strategy covering site economics, labor market depth, and compensation design, plus an HRIS evaluation across 8 SaaS platforms to automate HR and finance workflows.
Result: 42% reduction in seat lease costs and 38% decrease in new-hire salary packages, delivering significant annualized savings with no quality degradation, and eliminated dependency on third-party accounting support.

Vendor Governance

Challenge: A top-5 US P&C insurance brokerage relied on outsourced operations across three locations in India and the Philippines supporting 52 offices. The incumbent vendor was underperforming and SLAs were being missed.
Approach: Rebuilt the governance framework, SOPs, and QA processes. Led an end-to-end RFP evaluating 30 vendors, negotiated MSA, SOW, and work-from-home arrangements, and executed workload migration across multi-site vendor teams.
Result: Full SLA compliance restored within 90 days of transition. The replacement vendor delivered measurable SLA improvement and cost efficiency gains, and single-point operational risk was reduced.

P&L Leadership

Challenge: A growing BPO needed in-country leadership for its Manila delivery site covering operations, HR, legal, finance, and government relations.
Approach: Fourteen years of full P&L accountability across contact center and business processing units, guiding 25+ enterprise clients through the complete BPO lifecycle from discovery to implementation.
Result: Manila site revenue grew 90%. Deployed dual cloud contact center platforms and led PCI compliance certification across offshore operations with zero audit findings.

AI Evaluation

Challenge: A frontier AI lab needed domain-expert evaluation content to benchmark large language model performance on commercial insurance work, where generic annotation does not capture how underwriting and claims actually operate.
Approach: Designed realistic multi-document case files across Commercial Property, General Liability, Workers' Compensation, Commercial Auto, and E&S lines, with grading rubrics, calibrated scoring distributions, and ground-truth figures validated through Python-based data pipelines.
Result: An ongoing evaluation program stress-testing model outputs for accuracy, hallucination, and reasoning quality across five commercial lines.

Carrier Advisory

Challenge: Multinational insurance carriers evaluating AI adoption, claims transformation, and shared services optimization needed assessments grounded in operations rather than vendor hype.
Approach: Engagement-specific analysis: insurance automation feasibility for a major motor insurer, fraud mitigation framework evaluation, wildfire claims exposure analysis, financial reporting automation proposals, and crop insurance underperformance root-cause work.
Result: Phased, executable roadmaps, including an insurance automation plan targeting a significant reduction in first-notice processing time and portfolio restructuring recommendations adopted for an underperforming crop book.

Numbers like these come from doing the work.