Operational Development Manager Resume Duluth, Georgia - Hire IT People

Areas Expertise

LEAN Process Improvement
Process & Quality Improvement
International Project Management
6 Sigma Black Belt
Operational Excellence
Strategic Visioning/Planning
Change Management
Internal ISO Auditor
SAP Implementations

PROFESSIONAL EXPERIENCE

Confidential, Duluth, Georgia

Operational Development Manager

Responsibilities:

LEAN Six Sigma Projects: Mentored local teams in implementing Confidential ’s LEAN Six Sigma methodology utilizing the A3 model for projects. This allowed us to move to coordinating inter - department project to improve Demo and Loan process to exceed customer expectations, reduce equipment lead-time to supply, eliminate redundant steps and improve tracking process. The financial goal was to reduce Demo inventory by 12-15% year-over-year. Currently exceeding 18% in first year with a true cost reduction in on-hand inventory of $ 681K.
Legal Entity Consolidation: Managed project team formed to formally consolidate former Confidential Inc. legal entity into Confidential Inc. that realized over $100M in tax benefit. Project encompassed change management for 365 employees and contractors, customer & vendor contract novation, new process & tool implementation, and SAP system planning and testing.
Acquisition Integration. Led all US integration activities to migrate Tandberg Television into Ericssson’s Group Management System (EGMS), ways of working, process and tools. Also, integral part of the Microsoft Mediaroom integration product line into Confidential .
Customer Satisfaction Survey. Led North & South America sales teams in creation of contact list, customer follow up, results analysis, and action planning. Increased Customer response rate 130% and Customer Satisfaction Index 33%.
Deputy Project Manager of international SAP implementation project. Very successfully lead multi-national cross-functional team to integrate local company into Confidential ’s SAP framework. Project delivered on time, under budget and with no disruptions to the logistics supply flow.
Project Manager of Concur Travel and Expense tool implementation. Responsible for leading cross functional team to migrate to new tool, prepare documentation, train all employees, and liaison with global contact centers. Did not miss a single employee payment KPI
Managed 2 international implementations of the global SOX framework across US and UK locations.
Drove target setting process to in corporate leadership team goals and 5 year plan. Oversaw target definitions, reported results, and corporate reporting.

Confidential, Norcross, Georgia

Senior Manager

Responsibilities:

Achieved immediate cost savings of $500K, 200% improvement in legal production and 500% increase in production capacity without growth in personnel. Proven new capabilities instrumental in successful negotiations to garner external investment in Confidential . National Bank of Canada purchased a 70% stake in the company on August 1, 2006 and exercised right to increase to 80% stake on August 1, 2007.
Decreased process failure rate by 25% and improved cycle time to resolve issues.
Implemented a transition plan that successfully managed the restructuring of personnel and responsibilities after companywide reorganization.
Executed plan to resolve legal legacy cases to closure, allowing company to pursue additional strategies to buy, sell, and service receivables.

Confidential, Alpharetta, Georgia

Quality Consultant

Responsibilities:

Recommendation was implemented by client resulting in COPC certification
Applied Six Sigma methodologies to critical processes, that achieved a 50% improvement in service delivery metrics and a 25% quality improvement
65% increase in SOP compliance

Confidential, Englewood, Colorado

Senior Manager

Responsibilities:

Delivered Six Sigma training for 100% of all quality staff and 75% of training staff in all North American call centers
Achieved a 15% improvement of seat utilization worldwide which led to a 5% increase in margin
Created a scoring process and tool to evaluate all new programs, which achieved a 20% reduction in staffing requirements and averaged a 10% cost savings

Confidential, Wayne, Pennsylvania

Customer Service Center Project Leader

Responsibilities:

Improved center productivity 60% netting $.7M in savings and achieved 38% reduction in complaints
Achieved immediate $1M+ in cost savings by outsourcing low-value rental and service functions and accomplished a 95% customer satisfaction rating within the first 6 months of operation.
Drove a 60% increase in follow-ups and 30% increase in revenue for Telesales Department
Collected $11M in receivables previously written off as bad debt; reduced overall receivables by 22%; and achieved a two-day reduction in payment posting

Confidential, Harrisburg, Pennsylvania

Collections Specialist

Responsibilities:

55% reduction of receivables for credit cards in the 90-120 days past due range
Reduced number of accounts on skip trace designation by 38%

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Operational Development Manager Resume

Duluth, GeorgiA

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