Sarah Costello

Results-driven, dynamic operating executive with demonstrated success inspiring and influencing teams to build
profitable, customer-focused operations in complex environments. Comprehensive experience in leading service
operations through transformational journeys utilizing lean problem solving to drive sustainable cultural change
and business impact.

Core Competencies

• Business Acumen and Leadership
• Service Delivery and P&L Ownership
• Advanced Application of Lean and Agile Principles
  
• Customer Relationship Management
• Proven Change Agent and Leader
• Deep Financial and Analytical Capabilities
• Skilled Facilitator and Communicator
• Humility and Emotional Intelligence

Key Accomplishments

• Drove the end-to-end transformation of several core value streams; achieved a 40% improvement in operating margin, >48 point improvement in customer satisfaction and 81% reduction in cycle time.
• Designed and led the implementation of a lean management system in the turnaround of Liberty Mutual
  Ireland. Developed roadmap, executed strategy deployment, and built leader standard work to drive topdown commitment and action. Coached and mentored associates to build capabilities in continuous improvement to sustain the gains. Resulted in € 20M to the bottom line.
• Integrated Lean practices into the onboarding process of a large P&C carrier acquisition in Chile. Drove
  value stream thinking across the enterprise enabling $1M+ in synergies to be realized 5 months ahead of
  schedule.
  
• Facilitated value stream breakthrough transformation with largest client in the Fidelity Health and Welfare portfolio. Designed and executed operating model changes as part of the future state affecting a significant turnaround in their overall satisfaction in less than 6 months. Securing $50M in annual revenues.
• Implemented management system including visual management, standard work and problem solving to transform the order fulfillment value stream in Axcelis global service operation. Resulted in 32% reduction
  in inventories, 2X improvement in service levels and 20-point improvement in customer up time

Education And Certifications

• Mba, University Of Massachusetts, Isenberg School Of Management, Amherst, Ma
• Mba Equivalent, Ge Financial Management Program Graduate
  
• B.s., Finance, University Of Connecticut, Storrs, Ct Certified Six Sigma Master Black Belt, General Electric