Project Manager Customer Service
Resume:
Saj Johnson-Whitaker
P.O. Box **** Playa Del Rey, CA 90293
********@*******.***
qualifications
Process Engineer
Ten years of experience in process improvement and process
re-design in manufacturing, health insurance, telecommunications
and Health Care.
Implemented ISO 9000 and successfully trained 950 employees over
4 states for the Medicare division of WPS Health Insurance.
Assisted in the development of an Enterprise Project Management
Office for TDS Telecom and developed an activity based costing
model for the five hundred plus employees of the Aurora IS
department.
Facilitated all process teams and documented all workflows for
Peoplesoft implementation resulting in cost avoidance of 20
million dollars.
education, professional registration
PhD. Leadership and Organizational Design - University of Phoenix
M.S.M, Masters in Science and Management - Cardinal Stritch
University
M.B.A Masters in Business Administration - University of Phoenix
B.A. Bachelors in Theater Arts - Beloit College
PROFESSIONAL EXPERIENCE
Manager Operations Improvement 2007-Present
Aurora Health Care, Milwaukee, WI
Responsible for the success of all process improvement efforts
through the use of Lean methodology.
Assist in training 250 leaders in Lean annually
Complete rapid improvement events in areas not limited to Lab,
Emergency Department, Women's Health, Food Services, HR, IT and
Cardiac Telemetry.
Serve as a dedicated resource to the IT department and identified
6.8 million dollars in savings with in 1st year.
Project Manager for Smart Chart Implementation
Associate Manger Business 2005-2006
Improvement
TDS Telecom, Madison, WI
Created more efficient processes, less swivel chair integration
and a standard process for initiating, prioritizing and managing
projects. Developed and implemented plans to identify areas for
improvement that resulted in superior client service, elimination
of redundant processes and delivered measurable changes to
process designs in Customer Service Call Center.
Collaborated with senior executives to champion tangible,
value-added process improvement initiatives and implement plans
to transition the organization to an improved process focused
state.
Served as project lead for strategic imperatives business
planning as well as completing analysis for the sales force
hiring and retention project.
ISO 9000 Coordintor 2001-2005
WPS Health Insurance, Madison, WI
Project Manager for ISO 9000
Implementation of new processes and process documentation.
Implement ISO 9000 throughout the Medicare division in Michigan,
Minnesota, Wisconsin and Illinois
Training over 900 Medicare employees on ISO 9000 and on their new
processes
Facilitating best practice teams and flowcharting all processes
within the Medicare division
Auditing the quality management system
Controlling the document control process, gathering and analyzing
non-conformances as well as corrective and preventative action to
the ISO 9000 process
Reporting data in monthly management reviews to steering
committee
Performed quality surveillance audits of our internal processes
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