Summary

Customer focused and results driven business professional with a 15 year record of achievement. Consistently driving improvement by gathering the voice of the customer, conducting thorough analysis and delivering extraordinary solutions while maintaining the highest quality standards. I am committed to using data to enhance performance and drive business results. An exceptional mentor and coach utilizing business acumen with innate leadership abilities to recruit, build, and retain top performing project teams.

Key Strengths and Competencies:

• Business and Systems Analysis
• Survey Development and Data Analysis
• Team Leadership, Coaching, and Presenting
• Developing KPI Measurement Systems
• Business Process Improvement / Management
• Financial Analysis and Reporting
• Change / Project Management
• Process / Value Stream Mapping
• Strategic and Succession Planning
• Six Sigma / Lean Leadership

Professional Experience

Confidential

Business Analysis Team Leader

Customer focused development and implementation of business requirements yielding robust system functionality and efficient processes.

Selected Achievements

• Conducted gap analysis and created requirements traceability matrix's on system features.
• Captured business requirements from DHHS customers.
• Created and refined user stories, defects, and test cases using JIRA.
• Led the project management and resource allocation for the business/system analyst team.
• Led the process improvement function for the Agile Development Team.
• Managed key relationships with state DHHS stakeholders.
• Created performance metrics for the Curam Medicaid implementation that yielded a 50 improvement productivity.
• Developed and implemented agile and scrum business processes.
• Administered the JIRA/Atlassian Agile development management toolkit.

Confidential

Principal Problem Resolution Engineer Customer Service Quality Team

Team Leader for customer issue resolution from containment through corrective action, implementation and verification. Other responsibilities include: strategic Hoshin planning, financial reporting and analysis, problem solving/process improvement training and scrap/waste elimination.

Selected Achievements

• Coordinated efforts to transition the plant to a new inventory management system.
• Managed daily activities of the customer issue resolution and inspection teams to deliver a significant reduction in complaints.
• Led plant wide lean and process improvement activities.
• Created and implemented entrepreneurial solutions to recover 800K in annual material losses.
• Developed and implemented a financial system to capture all scrap costs including daily, weekly, and monthly reporting.
• Facilitated Hoshin planning activities for all plant areas.
• Identified and implemented plant KPI's and subsequent reporting tools.
• Resolved 40 customer complaints using lean tools and 8D methodology.
• Led problem solving and countermeasure implementation for the plant's largest customer issue rust .
• Implemented GP 12 new product launch quality and customer satisfaction improvement team.

Confidential

Director Resource Efficiency and Process Improvement

Campus go to resource for Lean and Six Sigma initiatives, project management, strategic planning, metric development, and process improvement initiatives and training. Developed and delivered training materials while managing a portfolio of over 20 projects yielding 2MM in annual savings.

Selected Achievements

• Conducted surveys, analyzed data, developed solutions and implemented best practices to drive enhanced resource utilization and student learning/value.
• Implemented Pharos printing control software, which yielded a 47 reduction in volume and saved 400K annually.
• Implemented a cell phone stipend program resulting in 700K in annual savings.
• Engaged student interns providing university value and excellent practical experience for graduates.
• Led outsourcing evaluations for key university functions including parking services, print management and mail services.
• Collaborated with campus budget centers to create consistency in processes, reporting/analysis, business process efficiency and best practices.
• Conducted systems analysis and implemented key improvements to core Clemson IT platforms.
• Frequently presented at Staff/Faculty Senate and Student Government meetings.
• Facilitated several student project groups each semester leading to 60 Six Sigma certifications.
• Created and published quarterly Board of Trustees reporting and President's Report Card summaries.

Confidential

Process Improvement Coach Engagement Manager Business Development

Worked as a corporate process improvement change agent. Managed high profile and large payback projects while helping develop key performance metrics, process improvement tools and project management training materials for Lowe's.

Selected Achievements:

• Conducted several customer surveys, analyzed data and implemented solutions resulting in enhanced satisfaction.
• Led analysis/improvement efforts on key business, inventory and customer facing systems.
• Implemented financial metrics to create visibility to key business performance indices and drive sales/reduce returns.
• Managed a project that identified opportunities to reduce outdoor power equipment returns yielding a 29 improvement.
• Managed key vendor relationships with John Deere, MTD, and Charbroil valued at 750MM.
• Taught 100 Lowe's associates as they developed project management, Six Sigma and Lean competencies.
• Collaborated with 1800 stores to implement process enhancements resulting in reduced returns.
• Led discovery workshops to understand customer/store requirements on key product groupings.
• Led 10 Kaizen events yielding immediate performance improvement.

Confidential

Divisional Manufacturing Quality Manager / Process Engineer

Worked as a divisional Lean Six Sigma Black Belt for the vinyl siding business by leading projects, Kaizen events, and productivity improvement efforts in 3 vinyl-manufacturing plants.

Selected Achievements:

• Obtained Six Sigma Black Belt Certification by attending training, completing exams, and executing 3 projects that yielded 1.8MM in material savings.
• Led Strategic Planning for vinyl productivity initiatives and managed key vendor relationships.
• Developed quality and financial measurement systems to verify project savings and ongoing payback.
• Managed quality test labs for 4 plants.
• Led upwards of 40 Kaizen events.

Confidential

Quality Manager/Engineer

Led internal and external customer quality system activities for this Tier 1 suppler to Toyota. Learned the Toyota Production System and used it to drive product and process quality.

Selected Achievements:

• Implemented standardized work procedures to reduce defects in manufacturing and transactional areas.
• Completed root cause analysis and countermeasure implementation for all US Toyota Plants.
• Partnered with customers to continuously improve performance and delivery.
• Supervised 10 associates including professional staff.
• Supported Kaizen team activities.

Confidential

New Product Development Project Manager

Led 2-piece golf ball product development efforts and successfully commercialized 80 of the facility's volume.

Collaborated with customers/marketing and sales to capture customer needs, create novel products, develop promotional information, and sales documentation for new products.

Selected Achievements:

• Developed an activity based costing and accurate bill of materials for all products.
• Managed product development and QA lab testing equipment utilization and design.
• Leveraged key project management tools and techniques to meet deadlines.
• Obtained three patents for novel developments.