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Process Management Director Resume

Richmond, VA


  • Reduce Costs and Defects | Improve Efficiency
  • MBA with reputation for strategic thinking, leadership, and identifying long - term process improvements that achieve dramatic results.
  • Exceptional root cause problem solver with demonstrated success applying lean and six sigma methodologies in service and manufacturing environments.
  • Lead by example. Inspire, empower, and motivate teams to exceed expectations.


  • Certified in Lean / Six Sigma
  • Leadership & Team Development
  • Project Management
  • Communication
  • Coaching / Training
  • Partnership Development
  • Data Analysis


Fully proficient with MS Office Suite and Visio


Confidential, Richmond, VA

Process Management Director


  • Provided process improvement direction and training as lean change agent.
  • Applied process improvement methodologies to projects and operations to maximize efficiency and improve quality.
  • Provided lean training and mentoring, expanded the use of lean methodologies across several departments. Training included SIPOC, process maps, CTQ tree, VOC, 8 forms of waste, problem statement development, and RACI.
  • Reduced mail processing time 30% by creating new physical mailroom, complete with procedures and process documentation. Eliminated wasteful steps and leaned process, ensuring all received mail was held in secure location and met requirements of audit finding.
  • Led team that developed process for answering junior lien notifications, resulting in $2.5M annual revenue stream.
  • Spearheaded creation of foreclosure state requirements matrix by capturing complex foreclosure laws in all 50 states in response to audit finding. Worked with outside legal counsel to understand legal statutes and consolidated all requirements pertaining to appropriate foreclosure phase, successfully closing audit finding.
  • Remediated office of risk management concern where non-public private information (NPPI) was being left unsecured in various departments. Developed training for all mortgage servicing and default personnel, educating about NPPI and ensuring proper security.
  • Implemented random QA inspections, ensuring future NPPI security.

Confidential, Richmond, VA

Vice President, Quality Assurance


  • Led re-design of foreclosure document signing process in response to industry-wide banking problem of robo-signing. Subsequent internal audit found 100% of documents met all legal and government requirements, eliminating need for further remediation.
  • Increased loan reviews from 2.6 to 7.8 per person per day by successfully partnering with newly formed compensatory fee team, reducing exposure to potential $20M in fees.
  • Directed problem solving using lean A3 methodologies, achieving significant process improvements across foreclosure operations, reducing late reporting to investors from 10% to 0.6%.
  • Fixed document imaging problem, raising document retrieval from 25% to 100%.
  • Developed pre-foreclosure screening tool, resulting in savings of ~$2.5K / loan.
  • Established clear functional understanding of new QA process improvement group interaction in operational areas. Formed strong partnerships, resulting in improved efficiencies and reduced defects.

Confidential, Richmond, VA

Principle Process Manager


  • Member of core team award-winning initiative, redesigning US card solicitation execution process, resulting in 50% faster production, 20% increased capacity, and 25% lower total cost.
  • Guided award-winning small business solicitation process, reducing cycle time 50% and eliminating late occurrences.
  • Led process improvement initiative, reducing time for access and phone routing changes from 10 days to 5 days, saving $1.4M annually in lost productivity.
  • Trained department in A3 lean methodologies and led implementation of lean problem solving, slashing application problems from 9% of applicants to <0.1%.
  • Facilitated project team to correct internal application processing problems, reducing defects from 27 in 18 months at cost of $500K to 0 defects after 6 months.
  • Made operational improvements in legal department, providing 30% increased capacity and eliminating need for additional staffing.
  • Transformed dysfunctional team of 20 system processors, bringing cross-training, process improvement, personal ownership, and respect to team.

Confidential, Washington Courthouse, OH

Quality Manager


  • Developed new quality system to meet strict Confidential quality standards.
  • Led group of 12 quality engineers charged with improving product quality and consistency.
  • Reduced defects 80% by leading analysis and correction of largest quality problem.
  • Identified and initiated improvement methodology for analyzing and improving quality problems.
  • Empowered associates to successfully analyze and correct quality problems.

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