Quality Assurance Manager

JAMES E. NICHOLS

*** ******** ***** ****: 254-***-****

Calhoun, GA 30701 abju1s@r.postjobfree.com

BUSINESS ENGINEERING PROFESSIONAL - CONTINUOUS IMPROVEMENT

Performance-driven operations professional with expertise in financial

services and communication systems. Proven strength in creating

improvement initiatives that drive bottom-line results. Decisive leader

able to gain confidence and consensus from subordinates that inspires

productivity and creates an environment of camaraderie. Recognized on

numerous occasions for exemplary performance. Areas of expertise include:

Process Engineering Lean Six Sigma Methods Value Chain Analysis

Quality Assurance Continuous Improvement Strategic Planning

Team Leadership Technology Implementation Project Management

PROFESSIONAL EXPERIENCE

unum group, Chattanooga, TN (2007 - Present)

Markets, sells and administers a broad range of workplace benefits to

employees of client companies, including disability, life, accident,

critical illness and family leave management

REGIONAL MANAGER (MANAGER II)

Scope of responsibilities includes directing operational teams accountable

for managing funds to the policies of client employees. 26 direct reports

and $400 million in annual sales.

. Spearheaded a series of process improvements to enhance billing system

and workflow process focused on reducing staff and increasing production

and efficiency levels. Within one-year, reduced headcount by 25%, drove

output improvements by 125 %, augmented quality metrics by >40%.

. Championed a process and workflow system to segment business aimed at

achieving customer expectations. Achieved heightened customer

satisfaction levels evidenced by positive customer feedback. Trained

subordinate staff in Lean methods.

. Mentored and empowered staff to assume accountability for performance and

decision-making. Inspired adoption and motivated teams to optimize new

process that led to saving company $320,000+ and doubled output month

over month.

. Key participant on 18-month multi-phase Operational Effectiveness

initiative with multiple deliverables projected to deploy on-time and

within budget.

. Introduced process for streamlining and managing policy payment. Authored

business policies and procedures; developed workflow schedule; created

reports and structure for operational dashboards, developed metrics and

tracking methodologies; and instituted standardization to reverse revenue

loss, waste and duplicate work effecting customer ratings.

United States Army (2002 - 2007)

Team Leader-Communications Operations

Accountable for squad and sub unit of soldiers as Sergeant and accepted

additional responsibilities as needed above Sergeant rank

. Credited with identifying mis-use of combat communications systems and

recommended a Quality Assurance / Quality Control Program to eliminate

the problem. Gained consensus of superiors to execute concept in military

vehicles. Averted potential crisis situation by implementing security /

quality controls.

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JAMES E. NICHOLS

abju1s@r.postjobfree.com Page 2

. Improved and ensured communications security levels by conducting quality

reviews on systems, including field testing that saved $300,000 in

additional equipment, repairs and labor.

. Authored comprehensive training manuals for technicians accepted and

implemented as procedure. Received commendation from senior staff for

performance and attention to detail.

. Reversed an inefficient technical program hindered by high volume

defects. Brought order from chaos by developing accountability with

subordinate staff and instituted a zero defects process. Created a

streamlined process through automation of asset management controls that

ensured seamless transition of military equipment.

appalachian community bank, Ellijay, GA (2000 - 2002)

Community bank with six locations and approximately 200 employees

Merchant Services COORDINATOR (2001 - 2002) / ATM Operations Manager (2000

- 2001)

Directed all aspects of ATM operations accountable for up to $3 million in

cash withdrawals

and deposits processed through ATM machines

. Devised operating techniques and strategies to increase bank

profitability and steered change initiatives to drive savings. Developed

personnel accountability procedures and created a robust metrics system

to track profits, align process and standardize ATM processes.

Facilitated relocation of ATMs to higher traffic, more profitable

locations that delivered significant savings and revenues to bank.

. Managed ATM operations for all branch locations. Developed and

implemented QA measures and created metrics workflows for cost/benefit

analysis. Maintained monetary and information security measures.

Streamlined cost analysis and resources allocation with KPIV management

strategy.

Regions Bank, Gainesville, GA (1997 - 2000)

Financial institution with seven branches throughout the state and 10,000

employees

Financial Customer Services

. Achieved double-digit increase in client account volume and gained

recognition for excellent customer service and performance. Supported

branch profit objectives with superior customer retention and service

quality standards. Marketed additional banking products to existing

customers.

EDUCATION

Walden University, Baltimore, MD

Doctorate of Business Administration (DBA)

1 yr complete; anticipated graduation - 2012

Tourou University, Cypress, CA

Masters of Business Administration (MBA) Management 2006

Magna Cum Laude

North GA College & State University

Bachelor of Business Administration-Management 1997

PROFESSIONAL DEVELOPMENT

Villanova University

Lean Six Sigma Black Belt (LSSBB) 2009

United States Army

Green Belt Six Sigma 2006

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