PROFESSIONAL SUMMARY

A critical thinker, who enjoys dissecting data to create useful information and presenting it in a way that tells a story. Influential, highly motivated, respected, and successful at building strong relationships. Dedicated team member focused on results and the customer experience.

KEY COMPETENCIES/SKILL SETS

Process Improvement: Six Sigma, Lean, Kaizen, continuous improvement, Process Mapping, Value Stream Mapping, Kano Model, Root Cause Analysis, Innovation, Job to be Done, process observation, Gemba, time study
Research: Data analysis and reporting, survey design and administration, primary and secondary research, market research, competitive intelligence
Marketing: Newsletter management, email campaign management: SurveyMonkey, MailChimp, ResultsMail, direct mail marketing
Software: Outlook, Word, Excel, PowerPoint, Visio, Salesforce.com, Minitab, Tableau, SigmaXL
Web: Basic HTML, WordPress, web and blog design, Google AdWords, Google AdSense

PROFESSIONAL EXPERIENCE

ADP
September 2017 – Present
Senior Business Process Analyst, Enterprise Learning, Tempe Arizona

GoDaddy
January 2016 – August 2017
Business Process Consultant, Customer Care Center, Gilbert, Arizona

• Successfully led a refund initiative that reduced corporate refunds by 18.8 million dollars over one year
• Led the execution of a refund policy change that included training, communicating and providing policy resources to front line staff and leadership
• Decreased Average Handle Time of out of policy refund calls by 4.35 minutes per call
• Led the effort to build a refund dashboard in Tableau that provided real time refund analytics to product managers

State Farm Insurance Company
Nov 2013 – Dec 2015
Process Engineer, Claims Process Engineering, Tempe, Arizona

• Conducted time study observations of all claims divisions gathering task times and discovering opportunities for improvement through process observation and interviews with front line staff and business leaders
• Value stream mapped the claims loss reporting process identifying improvement opportunities
  Facilitated process mapping and value stream mapping sessions with front line staff and business leaders
• Collaborated with technology to build a call monitoring application designed to improve customer satisfaction
• Deployed Hammer’s process maturity model within the claims organization to measure and baseline the qualities of a mature process driven organization

Apollo Group August 2010 – November 2013
Director, Business Improvement, Phoenix, Arizona

• Led/collaborated on large-scale organizational change efforts, including business process and user experience transformation associated with massive Customer Resource Management initiative
• Facilitated reinvention of contact strategy for University of Phoenix that identified and eliminated duplicate contact points with students
• Collaborated on development of enterprise improvement framework, integrating concepts from Lean and Six Sigma (DMAIC/Kaizen/Business Assessment)
• Co-facilitated comprehensive program for Lean/Six Sigma Green Belt training, including blended eLearning curriculum
• Created, socialized and delivered a comprehensive continuous improvement awareness program to more than 400 employees, including Managers, Directors, and Vice Presidents

iSixSigma June 2005 – December 2009
Research Manager, Phoenix, AZ
Managed all research activity for iSixSigma Magazine publishing 26 original research articles.

• Managed custom research process from design to end product including: survey design, data analysis, report writing, visual presentations with charts and graphs, and presentation to clients
• Performed quantitative and qualitative analysis on survey data and wrote benchmarking research articles for iSixSigma Magazine, including iSixSigma’s Best Places to Work
• Founder and author of SixSigmaCompanies.com, a blog dedicated to providing information on the Six Sigma deployments at Fortune 1000 and Global 500 companies. Sold to iSixSigma upon employment and became part of the iSixSigma Blogosphere.

Six Sigma Academy (SSA & Company)
June 2001 – May 2005
Research Manager, Black Belt, Scottsdale, Arizona
Managed market research and competitive intelligence activities for the company.

EDUCATION

Master of Business Administration
Thunderbird, School of Global Management, Glendale, AZ 2001

Bachelor of Arts, International Relations
Brigham Young University, Provo, UT 1997

Certifications and Training
Certified Six Sigma Black Belt, Six Sigma Academy, Paul Sheehy, 2002
Transactional Lean, BMGI, Jorge Alberto Garcia Gonzalez, 2011
TRIZ, Theory of Inventive Problem Solving, Ellen Domb, 2003
Facilitation Training, Many To One, Dennis Skinner, 2012