Laurie A. Corrigan

Lawrenceville, GA ***** Home: 770-***-****

Corrigan LinkedIn Profile acgq42@r.postjobfree.com

Senior Business Process Analyst, Senior Manager

Rational Risk Taking Process Improvements Cost Reduction Change

Management

Develop new insights into solutions resulting in increasing global

efficiency and implementing innovative procedures for contributing to

productivity and utilization of the office environment. Employ motivational

and superb interpersonal skills, dealing effectively with internal and

external customers and management, escalating, recovering and improving end-

to-end business processes for high-volume arenas. Recognized for creative

thinking, problem solving and quality training skills.

Professional Experience

SAP Americas, Inc., Atlanta, GA 2006 - 2014

Sr. Marketing Manager II, Business Process Analyst

Reviewed and analyzed AS-IS processes, designed and implemented enhanced

TO-BE processes for internal SAP customers worldwide to bring process

efficiencies and improvements to existing work standards. Liaison

between Information Technology and various business groups for CRM and

other applications, gaining approval for net new requirements.

. Assisted in new E-Commerce arena by developing initial response

management roadmap for handling incoming web channels, driving future

revenue by creating procesess for handling Global Text Chat interactions,

as well as expanding and providing training for global implementations.

. Implemented and trained CRM for external vendors for all Regions

globally, maintaining 100% usage compliance.

. Designed global process documentation and provided training to Internal

Marketing Representatives for Activity and Lead management, improving

customer satisfaction rates by 25% and employee productivity by 50%.

. Developed SAP's Core Business Processes within Response Management,

liaising between Global Marketing Operations and Global Inside Marketing,

identifying core processes and optimization areas for achieving process

excellence and improvement by 90% in customer response rates.

o Led SAP Marketing process improvements and training for 1,200+ users

globally, ensuring balanced training across all users.

. Gathered functional CRM business requirements, documenting and

translating them to IT for Technical Development.

. Tested and implemented new and existing business solutions from creation

to production environment, resulting in 100% success rate.

. Directed and tracked CRM Marketing Solution Improvement Enhancement

Requests for small project enhancements to mid-level projects resulting

in 100% successful implementations.

o Evaluated impact of IT driven business changes on local business

process support level, identifying roadblocks and developing

changes for correction.

. Supported Executive Management on ad hoc projects, performing gap

analysis, ensuring alignment of processes with corporate rules,

validation of business rules, end-to-end process support, creation and

tracking of project plans from design through testing and implementation.

BELLSOUTH TELECOMMUNICATIONS, Atlanta, GA 1998 - 2006

HQ Network Staff Specialist, Industrial Process Engineer

Oversaw regional performance initiatives for 400 technicians and 56

supervisors. Managed daily functions of 3-30 employee Network Call Centers.

Acted as consultant to 10 Centers.

Mapped standardization processes for regional consistency, maintaining 100%

compliance.

o Performed in excess of 1500 on-site timing observations for

establishment of engineered service-metrics on tasks performed

within Call / Work Centers, ensuring confidence levels and standard

deviation are valid.

o Standardized work practices and workforce management processes,

maintaining consistency within all operating units with ongoing

onsite field monitoring.

o Fostered consistency in current operating unit by preparing 28-

question Certification / Audit process for 56 1st Level

Supervisors, meeting requirements of Certification, interviewed and

coaching each on site.

. Consulted on research and correction of problems associated with key

measurement indicators, improving customer satisfaction percentages by

10% with overall of 95% total result.

. Provided monthly regional statistical analysis, optimizing work force to

95%.

. Performed as resource SME for Employee Performance Tallying System

covering 400 employees, gaining 100% usage compliance.

o Acted as Resource consultant and conducted on-site training for

Forecasting Schedules and Resource Loads for 10 Managers and 56

Supervisors, creating well informed employees.

o Trended all 10 Centers Key Measurement Indicators, tracking tasks

and force modeling.

o Monitored regional monthly activity volumes covering 400

technicians, targeting inconsistencies with efficiency and

utilization measurements.

. Participated with Cost Finance Team with Unbundled Network cost analysis,

driving down costs by 10%.

o Partnered with Network Finance, developing working Forecasting

Schedule for use within all 10 Call / Work Centers for monitoring of

work / headcount variances.

. Presented and gained regional buy-in and implemented Business Process

Improvement Plan, resulting in $300M in cost savings and headcount

reductions for 1st year.

Additional Professional Experience

Manager/ Facilitator / Facility Assignment Specialist/Administrative

Assistant, BELLSOUTH TELECOMMUNICATIONS, Atlanta, GA

Assistant Manager / Escalation Manager, BELLSOUTH MOBILITY, Atlanta, GA

Executive Administrative Assistant / Quality Facilitator/ QAT Trainer,

BELLSOUTH ADVERTISING & PUBLISHING, Atlanta, GA

Education

Business Administration, Dekalb Technical College, Atlanta, GA

Six Sigma Lean, BellSouth Telecommunications

Lean Analysis/ Design Thinking/Agile, SAP Americas

Microsoft Office

Zenger Miller Certification

ODI Facilitator

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