Sales Six Sigma

Carlos Lopez

**********@*******.***, 954-***-****

Summary

Six Sigma professional specialized in process improvement, reporting, charting/dashboard, lead acquisition, and technology

implementation.

Specialties

Six Sigma, Process Improvement, BPM, Reporting, Dashboard, Lead Acquisition, technology implementation, data

utilization.

Experience

SixSigma BlackBelt & Reporting and Audit Manager at Kaplan University (The Washington Post)

January 2008 - Present (3 years 2 months)

* Led the definition, design, development and maintenance of key performance indicators for Six Sigma initiatives including:

DMAIC, DMADD, BPM, DFSS. Over 14 departments included, in excess of 100 measures developed.

* Monitored performance across the enterprise by auditing indicators, events and root-causes.

* Led the definition, design, development and maintenance of metrics for a company wide BPM project to map, measure

and manage every touchpoint with the customer from beginning to end. Largest BPM effort in the company's history.

* Led the design of multiple SQL scripts, OLAP cubes and dashboards for performance monitoring and analysis.

Administered a SQL server and managed a team that provided reporting solutions for the business, data cleansing,

manipulation and sourcing for prediction and forecasting models. Dashboards designed for CXO level and below.

* Led cash collection project that included analysis, development of pilot at 4 schools and subsequent deployment at 70+

schools, up to $14M in estimated additional cash collections. Outcomes presented at CXO level.

* Led IT specific tasks in the project plan in order to deploy a call center, 200+ representatives.

* Led a $2B Financial Aid transactional clean-up effort, tasks include: leading strategy discussions, developing reporting

solutions, auditing and data analysis. Outcomes presented at CXO level.

* Currently working on a redesign of a $2B Financial Aid operation, including: Key Performance Indicators preventative and

detective controls assessment and design, reporting platform/strategy, process reengineering using six-sigma/Lean tools,

process mapping simulation.

Manager of Business Process at United Health Group

August 2007 - January 2008 (6 months)

* Led the development of BPM mapping initiative for multiple departments across the enterprise using BEA Aqualogic. Over

a dozen high level maps created for transactional environments including: sales, customer service, enrollment, withdrawal,

billing and claims, among others.

Marketing Operations Manager at Kaplan Higher Education

November 2006 - August 2007 (10 months)

• Managed a nationwide, $40 million/year lead generation operation; ensuring system functionality, efficiency, logic/code

consistency, data quality and monitoring volume/budget. Created and managed systems of control in order to adequately

operate in case of disruption.

• Managed new product/program launches, including: scheduling/delegating tasks, resource availability, quality assurance,

testing, follow up and communication. Managed the launch/implementation and proper functionality of over 10 new

programs/products.

• Managed the development of new reports, improving accuracy, flexibility and usability based on SQL, ODBC and pivot

tables. Including real-time dashboards and reports for lead generation, web traffic using Goggle Analytics.

• Managed the MS Sharepoint deployment across the Marketing department, improving team usage of resources, file

sharing and communication.

• Managed and supported email remarketing campaigns with $2.3 million in revenue. This included analytics,

targeting/audience, data extraction and campaign set up.

• Proposed a new phone number strategy with yearly savings of $129,399.

• Led the Data Center migration User Acceptance Testing for the Marketing department.

Marketing and Sales Analyst, Data Analyst at United Health Group

September 2004 - November 2006 (2 years 3 months)

• Managed daily, weekly and monthly sales reporting for East Florida Medicare market. Provided ad-hoc trend analysis.

• Implemented new reporting system and process in order to provide real-time data and improve accuracy.

• Designed and implemented new reporting system and process for a 500+ agent call center which improved accuracy of

data, reporting flexibility and real time availability.

• Performed trend analysis and provided recommendations to management.

• Developed several reports and automated dashboards.

Marketing and Sales Analyst, Managed Collections at Ford Motor Credit Company

October 1999 - September 2004 (5 years)

• Analyzed sales penetration, volumes and trends. Performed Industry analysis, market segmentation and product analysis

for sales team/management.

• Performed cost analysis, budgeting, forecasting. Built projections to perform sensitivity analysis and scenarios. Used

extensive data analysis to determine variances and opportunities.

• Developed reporting structure using Crystal, Access, SQL and Excel, with multiple reports, improved reporting time from

72hrs to less than 30min.

• Maintained sales/customer databases.

• Designed, implemented and analyzed Surveys. Made strategic-tactical calls to obtain information from

prospects/competition.

• Developed and managed Sales Programs and Projects such as:

o Sales incentives: designed and managed sales incentive program, maintaining dealers captive in 75%.

o Training: reached 95% of the dealer network, increasing product knowledge and efficiency

o Customer Appreciation Program: increased retention on Explorer customers (up to 35%).

• Led collections efforts in a targeted market, consistently within top10 performers.

Education

American Society for Quality (ASQ)

Six Sigma Black Belt, Six Sigma Black Belt, 2011

Nova Southeastern University

2002 - 2005

Universidad Tecnológica del Centro

1996 - 2001

Honors and Awards

• Thesis: “Methodology for planning and evaluating the organizational impact of IT project development and

implementation”.. Approved with honors, voted best Thesis in the Varsity’s IT team in 1999.

• Article: “Methodology for planning and evaluating the organizational impact of IT project development and implementation”.

“El Carabobeno” (nationwide newspaper). Aug 1999.

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