Six Sigma Customer Service

Dr. Michael Charles Hitson (PMP, CompTIA Project +, ASQ CSSBB)

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

Drive * Noblesville, IN 46062

(c) 317-***-****, (h) 317-

***-**** ? ********@*****.***

Deeply accomplished and certified professional project manager and Six

Sigma Lean Master Black Belt with over 10 years of experience providing a

proven ability to deliver substantial revenue, productivity, and quality

improvements, through well managed, on-time projects. Personally motivated

by standards and degrees of excellence to over-achieve

expectations and objectives as an individual and team leader with first-

rate skills in directing full cycles for complex, multi-lines of business,

programs and initiatives.

High Knowledge Areas of Experience & Expertise

* Project Management (PMP) * Six Sigma / Statistics

(SSBB) * Lean

* Information Technology * Minitab & SPSS

* Virtual Teaming

* Research / Authoring * Executive

Presentations * Training / Curriculum

* Customer Service and Relations * Microsoft Office

Applications * Leadership Development

Professional Experience

Frontier / Verizon Communications, Westfield, Indiana (2000 - present day)

. Project and Program Management (Six Sigma - Lean and non-Six Sigma

founded)

Manage / support multiple simultaneous PMBOK / DMAIC / Project Process

Architecture (PPA) methodology projects across areas including information

technology application development and replacement, collection processes,

call center operations and performance, corporate curriculum development

and delivery method methodology, corporate events planning, sensitive data

protection, disaster recovery, operations transferred to 3rd party vendor,

financial tracking, and revenue assurance. Some examples include:

Six Sigma, DMAIC based Sensitive Personal Information protection (500

applications / 4 business lines)

Six Sigma, DMADV based Internet customer chat /e-mail facilitation (26,000

e-mail and chats monthly)

Six Sigma, DMAIC / Lean based call center operations improvement (400

agents - over 40,000 contacts/day)

Stand-up of IT Disaster Recovery (Business Continuity) site - greenfield /

IT founded ($14 mil. project)

Six Sigma, DMADV based customer credit verification application

development (2 systems with 1,200 users)

Corporate events planning (multiple events - inside and outside U.S.A. -

over 300 participants per event)

. Researcher and Author

Create unique content in Power Point and Word format / articles for

intranet bound IT publications; Complete executive level research and Power

Point presentation requests on IT centered topics; Coordinate the creation

of IT informative webnars, Create unique research content for academic

conferences. Event speaker / presenter. Some examples include:

. Executive corporate research: Completed over 80 executive level research

requests + presentations

. Doctoral Research: An Analysis of Leadership Methodology and Job

Satisfaction among Virtual Team Members (data from 27 nations), which was

presented at the 4th European Conference on Information Systems

Management, Leadership, and Governance, University of Reading, GB (2008).

Document published in Proquest.

Dr. Michael Charles Hitson (page 2)

(c) 317-***-****, (h) 317-***-**** ? ********@*****.***

. Trainer /Curriculum Developer

Manage project, develop curriculum, and facilitate training in the areas

of IT application usage, customer service, project management, and call

center process improvement to management, associates, and new hires across

multiple lines of business. Some examples include:

Developed the program / project, constructed the curriculum, and applied

the training for corporate system education and application development

(12 department wide programs across over 600 participants each).

. Developed training, managed Six Sigma, DMADV founded project for Pivot

Table call center performance analysis training and improvement, over 300

management employees across 11 call centers

. Creator of the Knowledge Founded Virtual Self-Management Model for

virtual teaming and project management. - - Published - IARIA Life

Science Journal - 2009, vol. 1, ed. 4

. Published - Journal of the North American Management Society - 2010,

Spring - Emotional Intelligence Founded Transformational Leadership

Traits: The Impact of Gender, Tenure, and Organization Position Among

Virtual Workers

Academic and Certification History

. Baker College - Master of Science - Information Systems - In

Progress (25 hrs. complete)

. University of Phoenix - Doctor of Organizational Management

. University of Phoenix - MBA - Management

. Indiana University - Master of Science - Education / Genetics

. Ball State University - Bachelor of Science - Biology / Chemistry /

Speech Education

. Project Management Institute (PMI) - Professional Manager of

Projects (PMP) Certified

. American Society for Quality (ASQ) - Six Sigma Black Belt Certified

. CompTIA - Project + Certified

. Villanova University - Advanced Masters Certificate in Six Sigma;

Master Project

Management Certificate; Lean Six Sigma Master Black

Belt Certificate

. Verizon Communications - Information Technology Requirements Analyst

Certification

Memberships

* Project Management Institute (PMI); * Institute

of Electronics and Electrical Engineers (IEEE)

* American Society for Quality (ASQ) * Mensa

* CompTIA

{Open to relocation nationally and

internationally}

{Curriculum Vitae (CV) available upon request}

Contact this candidate