Kama Totherow, the assistant vice president of operations for Concordia Plan Services, provides customer delight to employers and members around the world. She balances compassion and stewardship in the collaborative provision of health and wellness, retirement, deferred savings, and income replacement benefits. She is charged with developing excellence in her operations team and is constantly investigating and experimenting with methods for improving team performance. In her work, Kama has successfully implemented game mechanics in her organization to improve employee work performance.