Project Manager Sales

SUMMARY

Confident, people-oriented leader, business operations turn-around

consultant, trainer and change agent with expertise in project management,

operations, start-ups, M&A, lean manufacturing, Six Sigma, IT, call center,

healthcare & logistics. Proven ability to coach & serve as a change agent

to redesign business processes, design new products & processes, and

implement business strategies for global & regional firms in both service

and manufacturing companies. Industry experience includes healthcare,

automotive, logistics, distribution, warehousing, equipment leasing &

insurance.

LEAN SIX SIGMA QUALITY

* GE Six Sigma Black Belt Training & Certification

* DFSS/DMADV Project Management Training & Certification

* Black Belt Forum Call Center Best Practice Sharing Session

* BMG Six Sigma Black Belt DMAIC Training & Certification

PROFESSIONAL EXPERIENCE

APS Healthcare Inc. Columbus, OH 5/2008 - 6/2009

Manager of Operations & Business Development

Responsible for the general management of all aspects of field service

center operations supporting $4,000,000 population health contract with the

State of Ohio.

Designed & implemented best-in-class performance management system

resulting in the following operational & financial impact:

April 2008 August 2008

Call Volume/FTE/Day 27 115

Talk Time/FTE/Day 90 250

(mins.)

Successful Call Yield 30% 40%

Member Engagement 14% 40%

FTEs 12 7

Architected population health operational model generating hard results for

client as measured by Actual ROI of 4.33 (Targeted ROI of 1.75). Awarded

100% of contract by client as sole-integrator and single service provider.

Received inaugural APS Chairman's Award for goal setting, achieving results

and highest productivity operation in entire company.

Implemented pay-for-performance incentive plan & developed manager training

on implementing a metrics-driven performance culture.

Deployed innovative strategies to drive enrollment & penetration rate

including "familiar voice" one-to-one marketing, automated telephonic

outreach, automatic & dynamic phone number lookup & append to increase

successful call rate

Developed & delivered training to support high productivity cross

trained/cross functional blended inbound/outbound queue

Implemented AVAYA call center technologies to enable monitoring of phone

queues, silent monitoring of agents, and call center reporting & analytics

for staked-ranking

Implemented call center policies & procedures to sustain performance

culture

Hired & supervised professional clinical & administrative hourly staff

Administered incentive & customer service program for 81,000 member lives.

American Health Holding, Inc. Worthington, 11/2006 - 4/2008

OH

Process Engineer

Leadership position responsible for the coordination of all strategic

projects. Worked for the VP of Operations, other management staff &

executives to translate strategic projects into bottom line impact through

facilitating change, effective influence, & project execution.

* Lead DFSS product development project to completely redesign & implement

new disease management & wellness product for $50,000,000 enterprise with

over 400 customers resulting in over 600% increase in enrollment in

disease management program in only 6 months.

* Successfully outsourced all patient education & communication fulfillment

resulting in an estimated annual savings of more than $1,000,000.

* Responded to all RFP requests in a timely manner in support of sales &

top-line growth objectives while always taking into account competitive

market dynamics, operational process capability, and financial

responsibility.

* Lead strategic cost reduction initiative across all operational

departments resulting in realized savings of $100,000 in just 7 months

with no impact on consequential metrics of employee & customer

satisfaction.

* Developed staffing models to optimize most efficient use of human

resources to deliver on both corporate & business unit financial

commitments while balancing customer commitments as measured by

performance guarantees.

* Developed meaningful performance metrics for key operational areas;

identified baseline performance, set goals & expectations; implemented

robust monthly scorecards for executive level business review.

* Lead DFSS project to redesign service order implementation process

resulting in more efficient & faster service order setups, reducing cycle

times from greater than 90 days to less than 60 days.

* Implemented & supervised internal operational administrative & auditing

staff to identify & correct service order setup errors to eliminate

service failures which caused customer defection & customer

dissatisfaction.

Mount Carmel Health System Columbus, OH 03/2003 - 11/2006

Six Sigma Black Belt

In accordance with the mission of Mount Carmel Health System to serve

together at Mount Carmel in Trinity Health, in the spirit of the Gospel, to

heal body, mind and spirit, to improve the health of our communities and to

steward the resources entrusted to us. Responsible for the development and

execution of Six Sigma projects under the leadership of the COO & for

playing a key and strategic operating role in the overall success of the

hospital.

* Lead Six Sigma system-wide project to redesign supplies distribution &

warehousing eliminating the need for 100,000 sq. ft. distribution

center resulting in $800,000 in cost savings from outsourcing of food,

forms, records & equipment storage & development of lean JIT

distribution model.

* Mentored & coached Assistant Guides (Green Belts)

* Developed & delivered Six Sigma for Leaders education to executives &

managers

Pilkington N.A., Inc. Columbus, OH 07/2001 - 09/2002

Project Manager (Black Belt) - Supply Chain, Business Development, &

Operating Excellence

Responsible for deployment of strategic enterprise-wide initiatives

including the implementation of Six Sigma, lean logistics & warehousing,

leadership development & coaching, and best practice sharing.

* Implemented lean logistics pilot generating total system cost savings

of over $2 million

* Coach distribution center managers on lean principles & lead

implementation of visual controls, flow & work cell procedures,

warehouse layout redesign, and other waste elimination activities

resulting in productivity improvement of 30% and a cost savings of

$250,000

* Developed comprehensive assessment tool to determine readiness for

implementation & to prioritize deployment of strategic initiatives

based on ROI and Shareholder Value Add

* Facilitated executive leadership team strategy development session on

implementation of coaching & leadership development into succession

planning program

GE Capital Penske Logistics Global Automotive 01/2000 - 06/2001

Warren, MI

Project Manager (Black Belt) - New Start Ups

Responsible for profitable design & start-up of Just-In-Time warehouses

with zero safety incidents & without any risk to General Motors assembly

line production.

* Managed the design, construction & start-up of 2 logistics

optimization centers (200-300k sq. ft. and project costs of $5-8

million) each with over 150 union & non-union associates, 24/7

operations, to provide 3rd party JIT warehousing, kitting, sub-

assembly & sequencing to support General Motors Assembly Plants in

Flint, MI & Springhill, TN

* Mastered GM's Competitive Manufacturing Group's project management &

lean manufacturing "Green Book" methodologies

* Developed over 100 ISO procedures & work instructions and ensured all

UAW safety/ergo requirements were incorporated; Designed & delivered

training for 150+ new salaried & hourly associates

GE Corporate - GE Automotive Southfield, MI 07/1998 - 12/1999

Area Development Specialist - Americas (Black Belt)

Responsible for identifying & sharing sales & marketing best practices

throughout the North American sales forces of all GE businesses and provide

top line growth through incremental sales to Big Three & Tier 1-3

suppliers.

* Coordinated best practice sharing between GE & all Japan-based

strategic customers; extensive executive interface, made formal

introductions for customer CEOs with GE executives; hosted major

Japanese automaker at GE Corporate Retreat resulting in $100 million

in new business for General Electric

* Developed sales leadership assessment tool to identify cross-selling

best practices in North America; managed sales conferences of 100-300

sales executives to share best practices & recognize Boundaryless

Sales Leaders with combined sales of over $1 billion

* Member of Corporate Staff of GE Officer & Vice-President of Global

Marketing & GE Automotive; responsible for managing executive project

including GE Corporate customer surveys, development of new diversity

policies, & coordinating CEO to CEO meeting & events

GE Capital TIP Devon, PA 01/1997 - 07/1998

Project Manager (Black Belt)

Responsible for mastering Six Sigma tools & methodologies to design &

implement a world class call center to consolidate North American sales &

leasing inquiries to optimize inventories & improve local operations

productivity.

* Designed & opened new 30 station $6 million stand-alone call center

start-up including management of related IT projects for telephony,

CRM, knowledge dbase to track customer Q&As, & systems integration

with legacy systems

* Managed corporate customer survey project to identify Voice of the

Customer & their Critical to Quality issues including customer

segmentation, design of survey, managing 3rd party consulting firm,

conducting focus groups with key strategic customer CEOs generating at

least $1 million & customer defection surveys; analyzed all survey

data, managed spin-off projects to root cause issues & developed

metrics & corrective actions

* Managed due diligence projects for two acquisitions, Genstar & TLC,

with combined assets over $50 million; developed integration plan &

project to validate condition & existence of 5,000+ ocean containers &

trailers in 50 states, Canada, Mexico, China

EDUCATION

MBA, May 2006 - Ohio Dominican University - Columbus, OH

BS Accounting, 1991 - La Salle University - Philadelphia, PA

GE EXECUTIVE DEVELOPMENT

Advanced Leadership & Facilitation Interpersonal Skills Development

Finance for Non-Financial

Boundaryless Selling ManagersSelection Skills

Advanced Facilitator's Workshop

Crotonville Experienced Managers

Course

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