Customer Service Six Sigma

David W Schuetz

**** ******** *****

Cell 317-***-****

Indianapolis, Indiana 46237

abhzpl@r.postjobfree.com

Telephony Consultant

Excels in process improvement and outstanding customer service. A

resourceful, Six Sigma certified professional meeting current and future

business needs through the application of technology, building a strong

rapport with diverse groups with at times competing interests. Strong

leadership and team building skills with the ability to accomplish

strategic objectives and meet critical deadlines. Dedicated professional

who sets and achieves personal goals above organizational expectations,

embraces change and thrives on challenge.

CERTIFICATIONS / SYSTEM EXPERIENCE

. Six Sigma Green Belt and Six Sigma Sponsor

. Seven Habits of Highly Effective People Facilitator

. Avaya (Definity), Nortel (CS1000, BCM, Option 11C), Cisco IOS,

Centrex, Blackberry, BES (Blackberry Enterprise Server), Polycom and

Tandberg (now Cisco) Videoconferencing, MS Office, Microsoft Project,

Lotus Notes, VBA (Visual Basic for Applications), TCP/IP, SIP, QoS,

ACD, IVR, call center and call accounting platforms

PROFESSIONAL EXPERIENCE

Business & Professional Exchange, Greenwood, IN 2009-Present

President (Volunteer Position)

Leads Southside Indy Chapter, assisting those in transition to develop

their networking skills and connect with potential employers. Member of BPE

Board of Directors, setting strategic direction for the organization. IT

Consultant for organization.

. Led BPE website redesign project which reduced costs by over 95% while

significantly improving functionality for the BPE members.

Cummins Inc, Columbus, IN 1997-2008

Positions of increasing responsibility beginning with Sr.

Telecommunications Analyst and culminating as Global

Telecommunications Manager

Developed and enforced global technology standards and processes. Defined

technology direction and architecture. Managed vendor relationships

including negotiations of multi-million dollar contracts. Managed daily

operations. Experienced director for network services managing a $5

million budget.

Defined standards-based architecture

. Cross-functional team leader defining VoIP (Voice over IP)

architecture for the entire company

. Implemented telecommunications technology and critical policy /

procedures worldwide

. Spearheaded Cummins' world class contact center's technical design

. Automated and simplified all company Six Sigma projects

Improved processes and reduced costs

. Reduced annual company expenditures by over $2 million through process

improvements

. Designed automated processes to pro-actively manage telecommunications

. Reduced response time for firewall change requests from eight days to

one

. Increased percentage of email problems resolved within 72 hours from

under 45 percent to over 90 %

. Led dozens of projects to install or replace telephone systems

Customer focused team builder

. Built a matrix global organization, which produced excellent results

worldwide, becoming one of the first organizations to achieve the

Service Level Agreement, surpassing corporate goals

. Repeatedly nominated by co-workers for excellent customer service

. Managed project consolidating all back office IT functions into a

single global organization

. Led effective leadership training seminars

OTHER EXPERIENCE

American United Life Insurance Co., University of Cincinnati, Bechtel Power

Co.

EDUCATION

Thomas More College, Crestview Hills, KY

Bachelor of Arts in Physics ~ Honors Graduate

Purdue University, Indianapolis, IN

Bachelor of Science in Mechanical Engineering ~ Honors Graduate

University of Michigan, Ann Arbor, MI

Graduate work in Nuclear Engineering

American Management Association, Chicago, IL

Getting Results without Authority

American Management Association, San Francisco, CA

Managing a Multicultural Team

MEMBERSHIPS

President - Business & Professional Exchange

Past President - Indiana Telecommunications Users Association

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