SUMMARY:

• Passion for process improvement - million dollar impacts in Cost Avoidance/Revenue Enhancement
• 11+ Years Process Improvement - Six Sigma, Kaizen, Lean, Confidential (Green Belt and Black Belt in progress - led several high-priority Black Belt projects ); Led Six Sigma/Visio skills training for process engineers/BAs
• 15 + Years Business Process Analysis and Project Management
• Black Belt Lean Six Sigma Projects : Project Charter, Process Flows, Value Stream Maps, Stakeholder Analysis (RACI), 5 S’s, SIPOC (Supplier, Inputs, Process, Outputs, Customer), Critical to Quality (CTQ), Pareto Chart, Root Cause Analysis, Statistical Controls, Time/Motion Studies, Cycle Time Reduction, and others, as required.
• Confidential has a natural ability and interest in process improvement, evident in asking the right questions and seeking clarity and new ideas to solve development problems.
• He has a committed focus on the customer that drives his efforts for process improvement.
• His new Legal-Compliance approval process was well-designed and added a focus on partnering with our customers and peers--a focus on the needs of the Legal and Compliance groups was innovative and serves as a model for shortening development cycles.
• His focus on the “how” of accomplishing in addition to the “what” is evident in his approach to his customer-focused process improvement and team management.

STRENGTHS:

• Strong team management and leadership
• Process Improvement (Six Sigma, LEAN) skill sets
• Ability to learn quickly and adapt capabilities to client needs
• Trained in Edward De Bono’s Six Thinking Hats Creativity Methodology
• Project management skills and consultative account management skills
• Understanding of Client/Server technologies including Internet technologies, networks, communications, PCs, and servers
• Ability to address and articulate additional business opportunities within existing client
• Excellent oral, written, and presentation skills for large and small group communication
• Strong problem solving and business skills
• Ability to learn and communicate technical concepts to non-technical audiences
• Self-directed work habits, ethics, and integrity
• Teamwork orientation

TECHNICAL SKILLS:

• QI Macros Statistical Package
• Minitab (Process Stat Software)
• MS Visio (Expert)
• MS Project
• Sharepoint Process Projects
• SQL and Access Reporting
• Process Improvement Manager
• Sr. Business Process Analyst
• Sr Learning Manager
• B2B Sales/Marketing Mgr
• Sharepoint, Remedy, Service Now, SAP (other ERPs)
• Salesforce.com, Fiserv, MSP, Requisite Pro, Rally
• End-user knowledge of current technologies including Web Conference tools ( Confidential ), live synchronous distance learning, Enterprise Knowledge Portals, and data mining.
• Non-programmer’s design and architecture familiarity with SDLC, Sharepoint, Dreamweaver, Flash, XML, HTML, JavaScript, Active Server Pages, and Database Applications, SQL Reporting, Access Reporting

JOB HISTORY:

Confidential, Dallas, Texas

Sr. Business Process Analyst

Responsibilities:

• Improved end-to-end technical sales support processes globally for B2B telecom product divisions
• Sourced and upgraded outdated Sales Workflow/CRM systems
• Improved complex triage/routing process to route new deal opportunities to technical sales support teams globally
• Target projects with million dollar + cost savings or revenue enhancement
• 100% virtual/remote from home office and support global clients via Confidential
• Used Six Sigma Confidential and Business Process Management tools

Confidential, Richardson, Texas

Sr. Business Process Analyst

Responsibilities:

• Led successful end-to-end process improvement projects for Confidential Systems - leader in global IT products and services
• Target projects with million dollar + cost savings or revenue enhancement
• 100% virtual/remote from home office and support global clients via Confidential
• Used Six Sigma Confidential and Business Process Management tools (see Confidential Bank below for tools listing)
• Customer Lifecycle Management Project: End to End Sales Improvement Project to improve sales for 17K associates via Vendors/Partners worldwide with the following impacts:
• Improve Key Customer Retention and Penetration
• Improve Annuities Contract Renewals
• Increase Subscription/Consulting Sales Add-Ons to Hardware sales
• Make it easier for Vendors to do business with Confidential (administratively and technically via sales systems/apps)
• Increase Key Customer Sales/Retention
• Major systems conversion for global sales on Salesforce.com instances: provided process/analyst support for 18+ month project converting disparate, disconnected apps, systems, and spreadsheets to a single application on Salesforce.com which consolidated and automated the end-to-end sales process from Opportunity Identification to Quoting/Billing and handoff to Delivery. KPIs included: 1. # of Leads/Opportunities converted to sales for delivery and 2. Turnaround Times for Quotes/Proposals from the Sales Support Team to the Sales Team
• Improve global sales team processes for top key global customers
• Created New Sales Triage System: provide process support to Global Sales Team to create new complex triage/routing system to automate routing new deal leads to 17,000 sales associates globally
• Improve Cloud and Video Support processes (ITIL - Incident, Problem, Change, Event, Release, And Asset Management)
• Enhanced and improved the process improvement templates and tools used by Business Process Improvement Teams

Confidential, Dallas, Texas

Manager, Business Process Improvement

Responsibilities:

• Created, managed, and grew the Process Improvement department for consumer lending company including heavy IT Operations, Lending Operations, Originations, Call Center Operations, Shared Services including HR, Legal, Compliance, and Project Management PMO
• Target projects with million dollar + cost savings or revenue enhancement
• Strong vision and leadership skills and ability to direct and coach my team and others in process improvement skills - break down departmental silos
• Used Six Sigma Confidential and Business Process Management tools (see Confidential Bank below for tools listing)
• Mergers and Acquisitions processes
• ITIL Service Management processes

Confidential

Business Operations Process Improvements

Responsibilities:

• Complex Lien Loss Process had multi-million dollars losses that required full process improvement to locate and mitigate losses
• Improved complex Bankruptcy Servicing process
• Created process maps in Visio for all IT critical processes and targeted improvement projects
• Created process mapping standards and style guide - including custom Visio templates/stencils

Confidential, Irving, Texas

Process Improvement Analyst

Responsibilities:

• Analyst for successful process improvement for end-to-end processes for Mortgage Servicing.
• Call Center, Collections, Loss Mitigation

Confidential, Dallas, Texas

Process Improvement Analyst

Responsibilities:

• Led successful process improvement and major integration projects for critical banking processes including Item Processing, Vault Operations, Lockbox, Funds Availability, Controlled Disbursements, Account Analysis, and Account Reconciliation.
• Used Six Sigma Confidential and Business Process Management tools including SIPOCs, very detailed Process Maps (Visio), CTQs, FMEA, RACI, Process to Procedure Mapping, Control Charts, Gap Analyses, Alternate Path Process Maps, System and Business Requirements Support.
• Requirements Definition
• Supported testing by developing Data Flow Documents, Scenarios, and Failure Mode Effects Analysis - SDLC, UAT, Testing
• Led discovery meetings with highly visible SMEs, Directors, and Managers of key banking processes.
• Received high marks in deliverable reviews and accolades from all internal customers.
• Adding machine tapes left in proof work by branch tellers cause sorter downtime defects Confidential the Item Processing Centers.
• Impacts: Hidden re-work, increased processing time, expensive sorter repairs, frustrated employees.
• An average of 10 jams per shift results in 20 minutes downtime per shift per machine and ultimately 300 minutes per shift across 5 processing centers nationwide.
• Errors have three origins, People, Control, and Process.
• Summit meetings are currently being held to consider my analysis and recommendations for adding future controls.

Confidential, Dallas, Texas

Process Improvement Manager

Responsibilities:

• Led many successful significant process improvement projects including Legal/Compliance Review Process, Internal Accounting, Instructional Design, E-Learning Design, and LMS Data Cleansing.
• Managed Continuity of Business and Risk Mitigation
• My team was chosen to teach a new team of ten Process Engineers on Six Sigma skills and mentor them as they began their projects. This new process improvement team is now assigned very high priority projects in mortgage lending processes such as Acquisition Services, Settlement Services, Collections, etc
• Requirements Definition
• SDLC, UAT, Testing, File Architecture, Sarbanes Oxley (SAX)