SUMMARY:

• Program Management professional specializing in creative problem solving.
• Proven change agent and thought leader. Six Sigma Black Belt, Certified Quality Manager (CQM) via American Society for Quality and KCS v6 Practices certified. Focus on strategic use of customer - centric programs to optimize performance of critical business systems.
• Expert in leading large, global, cross-functional teams using process- and metrics-based approach. Caring and supportive teammate who in addition to core duties has led Employee Engagement survey response planning efforts with excellent results. Past-President of the Confidential Employee Relief Foundation. Values high performance, expertise, hard work, honesty, empathy, and teamwork.

TECHNICAL SKILLS:

• Program development and leadership:
• Knowledge Centered Support:
• Customer-centric project management:
• Root cause analysis:
• Business Process Management:
• Employee engagement strategy and measurement:
• Employee Relief Fund management

PROFESSIONAL EXPERIENCE:

Confidential, San Francisco

Sr. Program Manager

Responsibilities:

• Global Knowledge Centered Support (KCS) program. Designed, launched, and managed highly successful, customer-centric global program involving 450 support agents and managers. Led high-level, cross-functional core team to continuously improve customers’ digital help experience, in part by optimizing web technologies.
• Trained over three dozen change agents. Published over 20,000 knowledge articles which have garnered over 60 million unique page views with higher-than-average helpfulness ratings based on over one million customer votes. Reduced support contacts by 11% over three years as customer base grew by over 20% annually. Improved article helpfulness ratings by 12% against baseline and reduced customer effort by 7% against baseline.
• Intelligent Swarming Program. Designed workflows and dashboards, selected platforms, developed and managed global program. Reduced resolution times on complex cases by nearly 40%, improved employee engagement scores specific to collaboration by 50%.
• Project Sherlock. As a member of the Confidential Service Design team, led high-level, cross-functional team with a large-scale root cause analysis and case prevention focus. Designed, launched, and managed strategic program that identified, analyzed, and eliminated root causes leading to unnecessary one-to-one support. Improved customers' support experience by preventing or automating more than 150,000 cases annually representing cost savings of over $13 million in man hours.
• Employee Engagement Program. Developed Grassroots Action Planning (GAP) program leveraging the ADKAR change management model to improve employee engagement through employee-led action planning. Drove three-year improvement trend resulting in 60% improvement in employee engagement scores and 38% improvement in response rates.
• Business Automation Program. Managed pre-inception efforts and identified automation opportunities for implementation by Confidential Watson and OpenSpan automation tools, contributing to the automation of seven major customer-facing support processes and the automated handling of over 100,000 cases annually.

Confidential, San Francisco

Sr. Program Manager, supply chain

Responsibilities:

• Quality Improvement Center of Excellence. As a member of Supply Chain Management organization, created and led a seven-member team focusing on continuous quality improvement for the Global Supply Chain and Customer Success organizations. Designed and developed all measurement and d Confidential systems. Project management achievements included:
• Implemented ISO 9000: documented over 1,200 processes and workflows; successfully passed four annual audits with no exceptions
• Implemented service quality system: developed service quality scorecard and sampling system; benchmarked service quality performance and improved by 5% annually
• Implemented SOX compliance program: developed SOX internal audit program and achieved zero defects in year two

Confidential, Cincinnati, OH

Director of Process Improvement

Responsibilities:

• Managed team of eight, improved critical business processes, developed scorecards, managed strategic programs
• Used six sigma methodology to improve strategic programs, such as a DMAIC program to reduce defects in company’s software, resulting in 40% reduction of external defects and savings of over $100k annually in rework costs.
• DMADV program to launch company-wide implementation of work and resource management software on time, with zero defects and under budget

Confidential, Charleston, SC

Director of Quality and Process Improvement

Responsibilities:

• Developed and managed all quality management systems for back office support outsourcing call centers. Improved service quality ratings by 80%
• Responsible for managing team of twelve quality auditors for four locations over three states. Discovered over 100 actionable defects, facilitated root cause analysis and removal, improving throughput by 33% and reducing wait times by over 3000 manhours annually
• Completed five six sigma projects with cost savings of over $300k annually
• Initiated and managed organization’s Green Belt training program
• Initiated and managed ISO 9000 compliance program, resulting in first-ever ISO certification and four consecutive successful ISO 9000 audits