Process Improvement

Work History

June ****-Present Proforma Corporation/ Metastorm, Inc

Southfield, MI

Principal Consultant

Worked with multiple corporations on short and long term projects

Led Process Modeling, Enterprise Architecture (EA) Projects, and System Design

Projects

Developed Business Process Models to help with Continuous Improvement Exercises,

Process Simulations, Requirements Gathering and Analysis, and Project

Identification/Prioritization.

Facilitated the development of processes to effectively manage updates and

changes to current processes as well as future projects.

Helped create Goal Models and use Process Models to create Business Cases and

Justifications for Project Prioritization.

Led SAP and Siebel Design Projects using Models as basis for Design and

Requirements

Clients and Projects

Alcon (Jan 10 - April 10)

Facilitated Process Modeling Implementation

Helped Facilitate the setup and Structure for Compliance Program for the R&D

Department

Wal-Mart (May 09 - October 09)

Developed and Trained EA Program (TOGAF)

Help Facilitate gathering and organizing Architecture Information

Created Repeatable Process for Future Projects

MetLife (November 08 - March 09) (October 09 - January 10)

Supported EA Program (TOGAF)

Executed Projects against existing Capability structure

Facilitated Bank Merger and Acquisition Modeling

Created Necessary Custom Reports for EA program

Citigroup (Feb 08 - November 08)

Worked on 2 projects within Global Wealth Management

Project 1

Documented all Branch AS/IS Simulated Processes based on Monthly statistics for

cost improvement analysis

Documented all Branch To-Be Simulated Processes based on Monthly statistics for

cost comparison and savings projections

Project 2

Documented the Branch To-Be Processes with System changes and requirements based

on final decisions of Process Changes.

Created Center of Excellence to provide standards and quality control for Process

Modeling

LSI (May 07 - Jan 08) and (July 06 - Dec 06)

Gathered requirements for manufacturing and global supply chain operations

Designed Processes and Systems for SAP Implementations

Used Models Created in Design to assist in User Testing and Training

Ford (Feb 07 - May 07)

Standardized the Process Improvement and EA Programs within IT, results led to

standardization across multiple business lines

Trained and Mentored Analysts on Process Modeling

Northrop Grumman (Dec 06 - Feb 07)

Mentored Process Improvement Group on standardization of Process

Modeling/Improvement Efforts

Nationwide (Feb 06 - July 06) - multiple projects

Mentored Group on ProVision Process Modeling tool, setup Standards and helped

pilot the software for New Life Business Line

Transitioned Process Models into ProVision for Agent Gateway Project

Trinity Health (Dec 05 - Feb 06)

Trained and Mentored Process Improvement Group on standardization of Process

Modeling and Process Improvement Efforts

Led Documentation of Cardiac Care Processes Identifying Issues and Improvements

July 2001 - June 2005 NHBW Consulting Services, Inc.

Troy/Detroit, MI

Industrial Engineering Services Consultant/Senior Program Manager

Worked with OnStar and Convergys Call Centers

Worked both in a team and leadership environment focusing on short term projects

Developed process flows using Visio and ProVision to assist in lean

implementations

Developed cost reduction initiatives, quality improvement opportunities, and

tracking lists for outstanding issues

Implemented Six Sigma and FMEA initiatives across the Company

Lead Role in process documentation, requirements definition, and launch for a new

CRM application

Project management role for initiating new programs across the company and

centers

Clients and Projects

SBC/Convergys ( Sept 02 - Dec 02)

Led Process Improvement project for SBC Yahoo Call Centers

Reduced AHT and Call Transfers as part of a project

Provided AS-IS and TO-BE Process Models to Blueprint the Improvement initiatives

OnStar (July 01 - June 05) - multiple projects

Worked as Process Engineer and Process Manager for multiple Call Center Groups

Reduced Enrollment AHT from 17 minutes to 4 minutes using process

standardization, data feeds, an and application enhancements

Worked on Concierge Process RFP, Vendor Selection, and Process Design

Process Manager leading Partnership with GM Roadside to Reduce Call Volumes and

handoff times on Call Transfers and standardize processes for mutual

benefits

Worked on System and Process Design for Siebel Implementation in Call Center

including Requirement Management

Created Process Quality Meetings to monitor and track Issues pertaining to the

processes

Worked as Process Lead in IT for various projects

Served as Bridge between Business and IT and Process Design expert

Education

University of Findlay Findlay, OH

B.S. Business Management

The Ohio State University Columbus, OH

Industrial and Systems Engineering (3 years completed)

SKILLS

Proficient with:

Microsoft Visio, Access, Excel, Word, PowerPoint, Project,

Minitab, Crystal Reports, and Provision Process Modeling and Simulation Software

Certified In:

FoCuSeD Facilitation - Gary Rush MGR Consulting

Six Sigma Green Belt Certified - Institute of Industrial Engineers

Six Sigma Black Belt Certification - Institute of Industrial Engineers

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EMAIL; ************@*******.***

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