Susan Kurian
Upper Holland ,PA
Summary
Results-focused Senior Executive with 20 years of diverse experience leading growing companies. Strategic and tactical executive with exceptional skills to direct the big picture while keeping sight of critical details. Exemplary communicator and consensus builder with keen insights into people as well as business and finance.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Sr. Vice President, Strategy and Technology Infrastructure
GLOBAL ATLANTIC FINANCIAL GROUP
King of Prussia, PA
04.2023 - Current
- Lead the distribution strategy organization which includes distribution operations, training, reporting analytics, data management, and technology stack
- Manage day to day oversite for Create new operations model based on data and technology
- Implement new adoption strategies for data governance
- Drive technology advancements to increase sale revenue and operational excellence.
Vice President, Operations and Vice President
PRUDENTIAL
Philadelphia, PA
09.2018 - 03.2023
- Lead five organizations which include employer and association medical underwriting, record keeping, management services, business controls, and back-office support
- Manage day-to-day oversight, performance monitoring, invoice validation, and relationships with third party vendors who perform work in support of the medical underwriting and record keeping services
- Manage all data science activities and portfolio for the organization and monitor and report performance metrics and service standards
- Represent operations at key business partner meetings and present information in various leadership forums
- Implemented a new data science model which revealed annual savings of $4M
- Manage and currently advancing initiatives to increase automation, efficiency, and customer experience
- Group Accelerated Medical Underwriting reduced customer turnaround time to two minutes from 60 days
- Implementation of a customer service portal within Medical Underwriting and Record Keeping Services.
Vice President, Contact Center
PRUDENTIAL
Philadelphia, PA
09.2018 - 09.2019
- Accountable for the day-to-day oversight of the organization of 200+ onshore and offshore staff to ensure that Service Levels, AHT, Customer Experience, and Quality metrics were achieved, and administrative work was processed timely and accurately with a focus on customer service
- Developed strategy and plans for strengthening the customer experience and overall efficiency
- Reengineered the entire contact center organization which included: Developing roadmaps required to execute project initiatives including identifying project scope, resource needs, business partner involvement, key action steps, and timeframes
- Fostering a diverse environment while driving engagement and development with both direct and indirect employees through employee engagement activities and new communication channels.
Head of Sales and Operations
PRINTFLY CORPORATION
Philadelphia, PA
09.2017 - 09.2018
- Managed sales, customer care, operations, and P&L for all brands under the Printfly umbrella
- Developed, planned, executed, and directed sales strategy, goals, objectives, and activities to maximize sales volume and profitability with all segments
- Maintained contact with key markets and customers
- Managed budget of $64M
- Interfaced with marketing, branding, supply, and logistics teams to ensure consistency in operations
- Built new sales, sales support, customer support, back office, billing, and revenue vertical which included: Evaluating and implementing Salesforce, Nextiva, and Intercom sales technology solutions
- Revamping and overseeing sales training to ensure standards for excellence were in place
- Developing and executing customer success and engagement strategies
- Ensuring consistent standards across multiple product lines
- Providing thought leadership for all brand awareness activities
- Contributed significantly to growing revenue from $54M to $67M in six months.
Director of Channel Marketing/Sales Enablement and Go to Market - Comcast Business
COMCAST CABLE COMMUNICATIONS
Philadelphia, PA
03.2015 - 03.2017
- Asked to spearhead a new channel marketing organization in Comcast to drive sales effectiveness through product education, training, and marketing while also maintaining role as Director of Product Education
- Educated, motivated, and sustained all new and existing product deployments
- Led product launches and brand awareness through internal activation campaigns, sales enablement tactics, and reengagement campaigns to invigorate and enhance education of the company’s iService delivery and assurance, product deployment, technical and field operations, and sales channels
- Collaborated with agencies to create marketing asset library for internal activation campaigns around corporate initiatives
- Created and managed all virtual training and product readiness content
- Managed and streamlined the new Go to Market process and team.
Director of Contact Center & Product Education
COMCAST CABLE COMMUNICATIONS
Philadelphia, PA
03.2014 - 03.2017
- Owner and manager of entire Comcast Business product training portfolio
- Developed and socialized e-learning based curriculum for all product suites and verticals, including voice and data
- Became the owner of Product Talk, an internal product social media channel that increased from 500 to 3,000 sales representatives in the first three months
- Promoted product launch awareness and establish a greater connection between the field, divisions, and corporate headquarters and contact center
- Managed and maintained field and business partner communication as the key provider of feedback from the divisions to headquarters
- Managed all standardising processes and for contact center.
Manager Learning & Development/Contact Center
COMCAST CABLE COMMUNICATIONS
Philadelphia, PA
03.2009 - 03.2014
- Served as liaison to product management, deployment, marketing, and sales operations to ensure success of product training lifecycle
- Evaluated and reported metrics, analysis, and ROI for training program initiatives, implementation, and deployment
- Managed multi-million-dollar budgets, forecasting, and instructional design and creative agencies
- Led strategic planning sessions with key stakeholders, cross-functional groups, and business partners.
Learning & Development Manager
BRIGHTHOUSE NETWORKS (Spectrum)
Bradenton, FL
03.2006 - 03.2009
- Served as coaching and development lead for ten trainers
- Formulated learning and development programs based on identified training needs, company business systems, and changes in products, or services
- Selected appropriate instructional procedures or methods: individual training, group instruction, demonstrations, simulation exercises, role-play, and computer-based training.
Education
Doctorate in Education (ABD) -
Nova Southeastern University
Master of Science (MS) -
St. Joseph’s University
Bachelor of Arts (BA) -
Penn State University
Skills
- Customer Experience
- Contact Center Management
- Sales
- Channel Marketing
- Vendor Partnerships
- Process Improvements
- Operational Excellence
- Strategic Goals
- Organizational Development
- KPI Tracking
- Strategic Leadership
- Operations Management
Websites
Accomplishments
- Operations Excellence: Managed the turnaround of two organizations through new technology implementation and process management reorganization resulting in savings of $5M+ within six months for both companies.
- Revenue Growth: Created a new organization including developing an additional revenue stream by setting up business growth in the first year.
- Onshore/Offshore: Led contract negotiation, procurement, and maintenance of back office, customer support, contact center, and claims management vendor partners for two Fortune 500 companies which adjusted new client acquisition, and reengineered infrastructure for customer support and production.
Certification
- Series 6 &26
Timeline
Sr. Vice President, Strategy and Technology Infrastructure
GLOBAL ATLANTIC FINANCIAL GROUP
04.2023 - Current
Vice President, Operations and Vice President
PRUDENTIAL
09.2018 - 03.2023
Vice President, Contact Center
PRUDENTIAL
09.2018 - 09.2019
Head of Sales and Operations
PRINTFLY CORPORATION
09.2017 - 09.2018
Director of Channel Marketing/Sales Enablement and Go to Market - Comcast Business
COMCAST CABLE COMMUNICATIONS
03.2015 - 03.2017
Director of Contact Center & Product Education
COMCAST CABLE COMMUNICATIONS
03.2014 - 03.2017
Manager Learning & Development/Contact Center
COMCAST CABLE COMMUNICATIONS
03.2009 - 03.2014
Learning & Development Manager
BRIGHTHOUSE NETWORKS (Spectrum)
03.2006 - 03.2009
Doctorate in Education (ABD) -
Nova Southeastern University
Master of Science (MS) -
St. Joseph’s University
Bachelor of Arts (BA) -
Penn State University
- Series 6 &26
Similar Profiles
Nakia DewittNakia Dewitt
Post Issue Resolution Specialist II - Annuities at Global Atlantic Financial Group - The Palmer GroupPost Issue Resolution Specialist II - Annuities at Global Atlantic Financial Group - The Palmer Group
REGINALD DORMELASREGINALD DORMELAS
Senior Tax Analyst at Global Atlantic Financial GroupSenior Tax Analyst at Global Atlantic Financial Group
Brandie DeanBrandie Dean
Life/Annuity Specialist at Global Atlantic Financial GroupLife/Annuity Specialist at Global Atlantic Financial Group