Continuous Improvement Six Sigma
Resume:
Heather Tengeres
Shady Side, MD
ac183z@r.postjobfree.com
Professional Summary
I am a results-driven Continuous Improvement professional. My success comes from my ability to think analytically as well as strategically. I thrive in dynamic environments and grow when I am outside of my comfort zone. This allows me to work with a high level of ambiguity while still maintaining focus on my objectives.
Professional Experience
CAPITAL ONE, Plano, TX
Process Engineer 2016-Present
Led the Credit Bureau Reporting/Responding teams in the transformation from a manual process to automation. Results included a reduced turnaround time by 40%, and accuracy by 50%.
Acted as a subject matter expert to effectively partner with project, project and tech partners to achieve the desired improvement by clarifying needs and providing appropriate solutions.
Developed and maintained formal process documentation including policy and procedures and process flow diagrams.
Identified appropriate Metrics and Key Performance indicators that captured the voice of the customer.
Collected and monitored data around the health of the process to ensure process breakdowns were identified and mitigated.
Facilitated process improvement sessions to ensure teams were solving for the root cause.
LIBERTY MUTUAL INSURANCE, Dallas, TX
Lean Management System Consultant 2014 –2016
Support the Lean Transformation of Liberty Mutual Group to reach its organizational goals of maximum efficiency and profitability by coaching stakeholders to work smarter, not harder, through the adoption of the Continuous Improvement Methodology and its tools.
Deploy lean initiatives to Liberty Sales Offices and provide coaching to leaders and front-line employees on the application of the Continuous Improvement Methodology.
Ensure the success of the deployment by continuously assessing and the evaluating the mindsets & behaviors of the Liberty Sales Offices, utilizing various coaching and influencing models to encourage buy-in, and create action plans for leadership to achieve and sustain a culture of continuous improvement in their respective businesses.
Successfully managed the design and implementation of tools to capture the current state of the business during the Diagnostic phase of the transformation. Leveraged current state data gathered from Diagnostic to tailor trainings based on areas of deficiency.
Facilitate Value Stream Mapping and Process Mapping sessions for various processes to identify and reduce waste, create and implement counter measures to increase value and efficiency.
Role-model Lean principles by actively participating in Continuous Improvement initiatives that include root cause problem solving sessions, Employee Opinion Survey work-streams to improve the work/life balance of all Liberty Mutual employees, and other projects to increase the efficiency and minimize wastes in the Liberty Sales Office deployment team.
Mentor onboarding coaches to ensure deployment readiness success by evaluating developmental opportunities and providing coaching and feedback.
Continuous Improvement/Root Cause Problem Solving SME (Subject Matter Expert)
Delivered trainings to directors, managers and front line staff in Continuous Improvement Methodology, Root Cause Problem Solving, and A3 Thinking.
Applied Lean Management methods and tools to promote continuous improvement, increase operating model consistency, and to engage & empower employees to enhance the value of service provided to customers.
Lead problem-solving activities to define problems, assess current state root causes, design and test solutions, and implement solutions leading to desired outcomes.
Facilitated and participated in Kaizen events.
Partnered with managers regarding training and development needs of staff. Made recommendations regarding the enhancement or development of training programs.
Education
BAY PATH COLLEGE
Master of Business Administration
Concentration: Entrepreneurial and Innovative Thinking
FORDHAM UNIVERSITY, Bronx, NY
Bachelor of Science
Major: Psychology
VILLANOVA UNIVERSITY
Master Certificate in Six Sigma
Green Belt Six Sigma Certification
Lean Six Sigma Certification
Black Belt Six Sigma Certification
Skills
Proficient in SQL, Teradata, Visio
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