CONSULTANT, SENIOR MANAGEMENT, DIRECTOR

Project Management Process Improvement Business Analysis Operational Excellence

Healthcare Financial Retail Government

• Over 15 years of experience applying process improvement methodologies Six Sigma, Lean and business analysis approaches in integrated technology settings. Extensive background in continuous quality improvement, business analysis, and project management approaches. Lead Examiner for the Florida Sterling Council, the state Baldrige-based quality program. Experience as a strategic planner and consultant supporting organizational-level improvements and reengineering for both operational and support processes. Professional survey researcher.
• Ph.D. in Cognitive Psychology. Strong skills in human performance, training, learning, behavior change, problem solving, decision making, and group dynamics. Solid technology orientation.. Skilled ASTD-style facilitator with significant formal team experience. Strong leadership and communication skills.
• Business Analysis Strategic Planning Statistical Analysis
• Project Management Project Management Scorecards / Dashboards
• DMAIC/Six Sigma Change Management Surveys / Focus Groups
• LEAN Reengineering Training Development
• Analytics Process Improvement Communications

PROFESSIONAL EXPERIENCE

Business Process Management and Performance Improvement Consultant

Provided quality improvement and efficiency solutions at organizational and project levels utilizing business analysis, process improvement tools, and strong project management skills.

Key Results:

• Managed project resulting in 300 improvement in productivity in 90 days, 35 improvement in quality, and significant improved savings for the b2b client through strong project management and performance measurement, project management, and client communication. Managed care / Insurance
• Managed organizational response to a customers corrective action plan by utilizing critical facilitation, project management, business analysis, planning, design, change tools, and client communication to eliminate major issues within 60 days. Managed care / Insurance
• Developed prototype web based interface for client transactions. Utilized Lean design and business analysis along with process management tools to provide rapid prototype for development team. Health care / Insurance
• Saved 250k and improved quality by in-sourcing call function using Lean tools, business analysis, and project management approaches. Health care / Managed care
• Implemented organizational analytics process and developed advanced statistical models predicting market performance utilizing client's database resulting in significantly value-added reports and accurate forecasts. Retail / Finance
• Increased productivity 15 reduced costs 21 , saving approximately 450k annually using Lean/6s tools and business analysis approaches. Health care / Managed care .
• Implemented performance measurement system for operations group driving performance improvement in multiple areas.

Confidential

A 500-employee healthcare organization operating eight medical clinics and six nutritional clinics that provides direct care, health oversight of disease and environmental hazards, and health education and promotion for Tampa.

Director of Organizational Development

Directed the Human Resources, Learning and Development, and Knowledge Management units with a staff of 20 and managed a budget of 1.5M. Served as Lead Examiner and liaison for the Florida Sterling Council. Lead organizational Performance Excellence Council, sponsored Communications Council, and provided oversight to other councils. Responsibilities included coordinating and conducting the strategic planning process and quarterly organizational performance reviews, implementing a Baldrige-based performance excellence management model, supporting process improvements, developing and monitoring improvement plans and initiatives, and consulting on organizational change efforts.

Key Results:

• Implemented Six Sigma/DMAIC-based systematic problem solving approach for process managers as well as DMAIC-based employee satisfaction follow-up.
• Sponsored and mentored multiple DMAIC/Lean based projects: Improved inspection accuracy by 30 , eliminated customer complaints, and increased clinic capacity by 30 with a reduction in total service time of 75 . Increased billing collections recovery by 300k.
• Proactively reduced Organizational Development division budget by 20 while attaining 90 customer satisfaction and 90 employee satisfaction.
• Recognized at the Sterling Challenge level of achievement by Florida Sterling Council for the organization's implementation of Baldrige quality systems.
• Sponsored state-recognized team for Lean improvements that resulted in 10 improvement to patient flow.
• Increased HR productivity by 33 and created a profit center generating 10 of support budget.
• Implemented Instructional Systems Design methodologies in Learning and Development unit.
• Created Knowledge Management approach for organization.

Confidential

One of the few state-wide agencies recognized for receiving a Baldrige-based award in the nation. A 5,000-employee state agency responsible for registration, billing, audits, and financial collections of taxes and child support funds owed by Florida citizens, as well as oversight of Florida's property tax system.

Government Analyst

Lead, consulted, and facilitated improvement teams, conducted organizational research, supported strategic planning, developed performance measurement systems, developed quality approaches, and managed key measurement programs.

Key Results:

• Reengineered the employee recruitment process reducing recruitment time by 50 , and reengineered performance management and evaluation systems, leading to increases in employee and management satisfaction with the processes to over 90 , and reduced turnover.
• Reengineered organizational communications business processes, information security, and property tax programs resulting in highly effective communications, improved information security and reduced risk, and increased accuracy of state property tax oversight.
• Sponsored state-recognized team that improved first time full collections by over 15 , utilizing minimal cost approaches.
• Implemented Six Sigma-style benchmarking program resulting in many successful best practice searches.
• Implemented leadership competency system linked to key organizational measurement systems, providing increased management competence and measurable performance in key skill areas linked to customer, process, employee, and financial performance.
• Designed and developed performance metrics for business and support processes including programmatic balanced scorecards and individual employee performance measures providing measurable, targeted and trended results and improved management capabilities.
• Provided extensive operational and management support for two large 300 employee call centers, which increased caller satisfaction to over 90 , improved financial collections, and reduced turnover.

Senior Management Analyst II

Supervised employees in organizational measurement and assessment, developed organizational performance measures, consulted with teams on improvement methodologies, developed quality approaches, and supported strategic planning activities.

Key Results:

• Extensively supported process improvement projects leading to significant improvements in cycle times, accuracy of processing, customer satisfaction, and improvements in budget utilization.
• Improved estate tax process leading to 90 customer satisfaction and 50 reduction in cycle time.
• Designed, developed, administered, and implemented the largest 360-degree management feedback process in state government, providing over 600 managers with quality feedback on performance annually.
• Implemented work climate surveys resulting in improvements leading to over 85 employee satisfaction.
• Implemented extensive customer service measurement systems resulting in Lynden B. Johnson School of Business award for customer satisfaction.
• Provided training evaluations and needs assessments leading to over 95 satisfaction with training provided and reductions in non-value added training expenditures.

SKILLS

• Quality Improvement certification / training: Certified Lean Six Sigma Green Belt, Purdue University, ASTD-style meeting facilitation, meeting management, group decision making, and consensus building skills. Knowledgeable in multiple process improvement, measurement, and quality assurance methodologies, including: ASQ problem solving, Six Sigma approaches, Lean, Kaizen, design of experiments methodology, balanced scorecard approaches, change management, communication methodologies, ISO/QS quality assurance systems, statistical process control, root cause analysis and process mapping. Extensive knowledge of survey research methodologies, administration techniques, and sampling. Trained in FEMA Incident Command System ICS 100-700 series .
• Baldrige/Sterling Quality Lead Examiner for the Florida Sterling Council from 2001 to 2011. Lead site-visit teams and provided comprehensive evaluation and feedback in the form of presentations and reports for organizations seeking role-model status by the implementation of quality systems in leadership, strategic planning, customer focus, measurement, human resources, process management and business results. Extensively involved in state quality team competition. Numerous conference presentations made at the state level.
• Benchmarking - Trained by APQC in benchmarking to plan studies, develop data collection strategies, analyze findings, develop recommendations for organizational performance improvement. Author of organizational methodology for teams conducting studies.
• Statistics - Completed 28 credit hours of graduate level statistics in correlation, regression, analysis of variance, multivariate analysis, non-parametrics and structural equation modeling. Skilled in SPSS, SAS, R, SYSTAT, and MINITAB.
• Computers - Productivity: Word, Excel, PowerPoint, Outlook, Project, Visio, Access, SharePoint. Systems: Windows, iOS. Programming: Visual Basic and C. Electronic surveys: SPSS, Pulse Survey, Formsite, Survey Monkey and others.