Customer Service Six Sigma
Resume:
ADAM M. HALLET
** ******'s Way
Burlington, CT **013
Certification:
Black Belt Certified (General Electric)
Master Black Belt Certified (Stanleyworks and Bank of America)
Experience:
Director of Continuous Improvement/Master Black Belt, June 05 -
Present
ING (Retirement Services), Hartford,CT
. Mentored over 100 Black Belt projects to closure
resulting in approximately $100M in benefits.
. Drove back office portion of $900M integration between
Citisteet and ING.
. Responsible for Lean Six Sigma deployment across ING's
Retirement Services which includes Shared Services, Sales,
Operations, Marketing, Product and IT.
. Named Chairperson of Executive Quality Council across ING
America's. Responsibilities include standardizing training,
certification, financial benefits and overall deployment.
. Delivered over $23M in total benefits 2009 (over 5 times
our cost) over $11M was expense reduction, other benefits
included retaining assets, revenue growth and Risk Avoidance.
. Partner directly with senior executives to identify project
pipeline that will drive change in ING.
. Completed projects related to the following; Reduce field
real estate, eliminate money out rejects, reduce statement
costs, increase sales leads and etc.
Lean Master Black Belt (Infrastructure), July 03 - June 05
Bank of America (Investment Banking), Charlotte, NC
. Responsible for Deploying Six Sigma in the GCIB
Infrastructure/COO group, through Hoshin Kanri, MBF
(Management By Fact) and Six Sigma methodology.
. Leading the Q&P effort for GCIB Off-shoring Group with an
estimated save for 2004 in the amount of $1.25M.
. Certified projects in the amount of $5MM in 2003-2004
related to asset management.
. Member of the Bank of America Lean and MBB council.
. Delivered executive GB training to GCIB Compliance officer
and Equity Research Director.
. Currently driving efficiency MBF's in Infrastructure to
deliver over $25MM in savings by the end of 2005.
Lean Master Black Belt (Finance), July 01 - July 03
Stanleyworks (Corporate), New Britain, CT
. Deployed Sigma and Lean Manufacturing techniques to
Finance organization approximately 500 individuals.
. Created quality structure within Finance attacking key
areas such as Accounts Payable, Accounts Receivables,
Consolidation & Reporting, Cost Accounting, General
Accounting and FP&A.
. Selected to develop Quality Structure in our Hand Tools
Division (approximately 1.5 Billion in Sales)
. Gained additional responsibility by deploying corporate
Lean Sigma to all areas in Stanleyworks.
. Responsible for Greenbelt training 100 employees in
Stanley; including Finance, Customer Service, Engineering,
Operations, Human Resource, Marketing and Sales.
. Mentoring over 40 Finance greenbelts with realized project
savings in the amount of 400K year one and $1.4 M in year
two.
. Team lead on the Stanleyworks Fill-rate analysis project
(Inventory vs. Customer Demands).
. Developed monthly scorecard related to Controllership,
align metrics with business goals.
. Selected to lead a Kaizen event with respect to QA
inspection cycle time and accuracy.
. Lead member for the Stanley Quality Council, in which we
share best practices and measurements across the
organization.
Manager Quality Analysis, Jan 01 - July 01
General Electric (GE Capital), Stamford, CT
. Manage Quality Analyst team to work with Quality VP's to
identify project opportunities.
. Provide Coaching & feedback on the use of Quality
methodology and tools.
. Present project status and financial results to senior
level management with Card Services at monthly Quality
Council.
. Work with Quality VP in preparation of overall Quality
budget and analyze results on an ongoing basis.
. Ensure consistent approach to linking projects to business
goals and quantifying project impacts.
e-Business Leader, Feb 00 - Jan 01
General Electric (GE Corporate), Shelton, CT
. Global Expatriate Services website owner, responsible for
identifying innovative ways to deliver business online.
. Provide online requirements in order to conduct customer
service e-mails more efficiently as well as more accurately.
. Create a customized website link that delivers customer
specific information.
. Streamline work directly to our customers by creating
online transactions.
Black Belt, Mar 99 - Jan 01
General Electric (GE Corporate), Shelton, CT
. Deploy Six Sigma throughout Global Expatriate Services
including South America, Asia and Europe.
. Organize and Conduct Six Sigma training for the Global
Expatriate Service teams and global vendors.
. Responsible for mentoring and managing Six Sigma Quality
projects for 55 employees resulting in save of over $3
million.
. Responsible for structuring Q&P support for Global
Expatriate Services by analyzing our customers' needs,
understanding strategic direction and identifying ownership.
. Developed monthly scorecard in order to measure Global
Expatriate Service processes.
. Lead customer service process map teams in identifying and
improving our shortcomings.
. Facilitate multiple "Workout" sessions with our customers
to simplify and eliminate bureaucracy.
Process Improvement Architect, Aug 97 - Mar 99
General Electric (GE Capital), Stamford, CT
. Assist project leader with developing project management
strategies.
. Analyzed business and customer requirements to develop
Call Center workflow.
. Applied process improvement tools to existing customer
service processes to develop reengineered workflows.
. Documented and communicated call center requirements to
consultants and assisted with workflow configuration.
. Supported pilot location through timely communication and
resolution of issues and concerns.
. Utilized project management skills develop test plan
scenarios and manage testing resources to ensure the product
is thoroughly tested and ready for release by delivery dates.
Consumer Relations Manager, Oct 95 - Aug 97
General Electric (GE Capital), Stamford, CT
. Assisted Business Centers with Compliance issues with
respect to State, Federal, and Government agencies regarding
consumer complaints.
. Negotiated with attorneys and consumers to meet an
amicable resolution and avoid litigation.
. Effectively interacted with all levels of management and
legal counsel when resolving consumer disputes.
. Possess excellent time management skills and
organizational skills when delegated multiple tasks with
deadlines.
. Exhibited strong interpersonal skills and knowledge of
credit, collection policies and procedures when dealing with
attorneys and customers.
Customer Service Representative, Jul 94 - Oct 95
General Electric (GE Capital), Danbury, CT
. Volunteered for special committee "Quick Response" as a Site
Leader to offer and present new, innovating ideas.
. Honored by Daniel Porter, President and Chief Executive Officer,
as a recipient of the "Quick Response Management Award."
. Selected by Northern Business Center (NBC) to research a variety
of Associate Development Programs to offer feedback to improve
employee satisfaction, to improve job performance and to improve
the overall quality of the business center.
. Selected by managers as a Team Leader to train and orient new
"Management Development Program" personnel on the operations and
procedures of the business center.
. Responsible for making independent decisions as well as
motivating peer with a positive attitude.
. Responsible for the approval of credit card applications and
credit line increases as well as analyzing specialized accounts for
various clients.
PC Skills: Microsoft PowerPoint, Word, Visio, Excel, FrontPage,
Outlook, Access, Lotus Collaboration
tools, Minitab
Quality Trained: Six Sigma Black Belt Certified, Six Sigma
Master Black Belt Certified Process
Improvement Facilitation, Black Belt
Trained, Variance Based Thinking, Road Map
to the Customer, Lean Manufacturing,
Advanced Black Belt Training and Workout
Certified
Speaking Engagements: 2002 Keynote speaker for Leach
International regarding the discipline of
Six Sigma
2003 Guest Speaker for the Institute for Industrial
Engineers discussing Transactional Lean
Sigma
Education: American International College,
Springfield, MA
May 1993, BA, Communications Major
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