SUMMARY

• Confidential - wide Lean Six Sigma program and project manager for planning,
• Determining and executing sustainable process improvement solutions Collaborate with Champion,
• Process owner and other executives to ensure program and project alignment with strategy,
• Charter, resources and ROI expectations Statistically measure,
• Value stream map and document critical-to-quality processes for improving baseline performance metrics Lead project stakeholder teams to determine vital “X” root causes,
• Quality control gaps and prioritize solutions Partner with operations, technology and other business areas to define, risk manage and implement solutions to include full life cycle development of operations,
• Software/IT, human resources and targeted go-to-market Track,
• Validate and control for project realization of financial benefit and business case Communicate Lean Six Sigma project
• Awareness and program to include: executive briefings, field seminars, town hall meetings, conferences and newsletters Coach, manage, train and champion others for Lean Six Sigma tools and methods
• Transform for culture of excellence: continuous improvement and innovation Full life cycle and Agile software development

PROFESSIONAL EXPERIENCE

Confidential, Washington, D.C.

Responsibilities:

• Responsible for Champion and stakeholder team collaboration; strategic alignment; complex d analysis; and solutions implementation
• Coaching of Green and Black Belts,
• Program leadership, strategy and communications to ensure corporate-wide program adoption, business culture transformation and innovation
• Project manager and program head to reduce technology client complaints by 50% and streamline process ($45.0 mil)
• Led federal agency enterprise-wide improvement and IT automation project to reduce cycle time and overpayment errors for processing health benefit insurance ($4.3 mil)
• Leading health care client process improvement to reduce project management cycle time and consolidate multiple IT systems onto common platform ($3.8 mil)
• Tools: Minitab; SigmaXL; Excel Pivot Tables; Hyperion; Tableau; Visio; MS MapPoint; Advanced Powerpoint & Word; others

Confidential, Washington, D.C.

Responsibilities:

• #1 Region nationally for strategic upgrades and customer experience improvement for ALL channels (of 21 Regions)
• #1 Region nationally for Net Promoter Score (NPS) customer experience quality improvement and survey utilization
• Founder, Editor and writer for business transformation newsletter
• Created and implemented new Key Performance Indicators (KPI), dashboards and tools to increase average revenue per user (ARPU) and account (ARPA)
• National and Area leader for market share and customer behavior analysis and insight
• Increased strategic upgrades by streamlining and expanding the device payment process ($20.5 mil)
• Reduced Point of Sale transaction lead time by 7 minutes or 13% ($12.5 mil)
• Sales operations to increase strategic upgrade pull-through for fifty-two Confidential stores and over one-hundred Agent personnel ($3.2 mil)
• Repurposed underutilized store IT equipment ($5.0 mil)
• Regional owner for campn management and Ideas@Work feasibility, recognition and implementation
• Managed all customer base communications and campns (Drop Mail, Email, SMS, Outbound Calling, Social Media)
• Competition - Market Share, Share of Industry Growth and other
• Loyalty - Strategic upgrades, ARPU/A, Self-serve and other
• Retention - Churn, LNP and other
• Acquisition - Emerging product development and Go-to-Market (GTM)
• Strategy - Alignment with Champion, projects portfolio, priorities & resources
• Strategic and emerging products; and upgrades for retired product
• Small and Medium Business (SMB), Indirect and Alternative channels
• Multicultural and geographic opportunities
• Tools: Excel Pivot Tables; Advanced Powerpoint; Visio; Minitab; Sharepoint; MapPoint; Hyperion; Tableau; Eloqua; Salesforce,

President & CEO,

Washington, D.C.

• Lean process design and development for ecommerce omni-channel store and website. Full life-cycle project management to offer over 20,000 product SKUs
• Fully integrated online ordering with SQL-server based store point of sale software: customer account, pricing, promotions, inventory, product information, ordering, fulfillment, gift cards and loyalty points
• Development, GTM and continuous improvement for customer throughput, defects and feature/function innovation
• Value stream and IT mapping to enable a $10.0 mil. U.S. Treasury IT & operations programs
• Product marketing process improvement for Broadwing
• Market segment analysis, geo-mapping and strategy for Strayer University
• Online and print advertising business development and design for Verizon
• Development for Export-Import Bank investment managers
• Tools: Excel Pivot Tables; Advanced Po;werpoint; Visio; Minitab; Sharepoint; MapPoint; Hyperion; Tableau; MicroStrategy; Instantis; Dynamics CRM & RMS; Nitrosell; Eloqua; Salesforce; others

SWISSCOM, Washington, D.C

Responsibilities:

• Global product development, Lean process improvement and management for new international voice and d network service for the Americas and Europe to achieve over $100 million in sales
• On-schedule launch to exceed revenues by 22%, and contribution by 17%
• Development and facilitation for over 250 key personnel, to include: executives, sales, marketing, customer care, provisioning, and others responsible for emerging products and channel GTM
• Contributed product announcements and articles for ICA Communique, International Business News, SICAP News, Intelecard News and others
• Tools: Excel Pivot Tables; Advanced Powerpoint & Word; Visio; Minitab; Sharepoint; SAP; MapPoint; MicroStrategy; Salesforce; others

Director, Product Marketing,

Confidential,, Washington, D.C

Responsibilities:

• Process improvement project for twenty-two Asian, European & South American joint venture subsidiaries totaling over 500,000 users
• Led cross-functional international team to determine regulatory requirements, develop, launch and manage first global roaming wireless service
• Contracted and implemented all key partners for new global interconnection service agreements and GTM product roll-out
• Lean process improvement to ensure over 15% revenue and profit growth
• Led ITIL improvement project to reduce supplier interconnection partner costs by over 18%
• Designed, developed and implemented product launch and for more than 500 customer partner and SkyTel sales and support persons
• Led Lean product costing project and solutions implemented in twenty-two subsidiaries worldwide (Over 3 mil subscribers)
• Established Lean costing standards and tools, then trained over fifty subsidiary financial managers
• Executes key projects for reducing costs and introducing new products, channels and promotions
• Tools: Excel Pivot Tables; Advanced Powerpoint & Word; Visio; Minitab; Sharepoint; SAP; MapPoint; MicroStrategy; Salesforce; others

Confidential, Washington, D.C.

Responsibilities:

• Led Lean process improvement projects to increase revenues by 16%
• Winner of AT&T Presidential for outstanding service
• Founder of the AT&T sponsored Board Builders program for the, matching and placement of executives on non-profit boards. Distinguished board member for nine years
• Tools: Excel Pivot Tables; Advanced Powerpoint & Word; MS Project; Minitab; SAP; MapPoint; Salesforce; others

Confidential, Washington, D.C.

Responsibilities:

• Continuous improvement management consulting, developer and instructor for more than one-hundred domestic and international organizations and U.S. federal government
• Author of the first Community-based organization case using the Harvard Business School approach for non-profit organizations
• Rated as the "Top Trainer" by the Support Center of Washington trainees
• Tools: Excel Pivot Tables; Advanced Powerpoint & Word; Visio; MS Project; Sharepoint; MapPoint; others