Human Resources Management

PAMELA CHIPMAN

** ****** ***** ****** * Nashua, NH 03063 * Home: 603-***-**** * Cell: 313-***-**** * ************@***.***

Qualifications for Business Analyst / Analytics

Seasoned professional possessing over 15 years of results driven experience in business analytics and cross-functional

team management. Demonstrates a relentless focus for customer satisfaction, process improvement, and quality

assurance by utilizing strong analytical and problem solving skills. Employs strong interpersonal and communication

skills, with proven decision-making, and conflict resolution skills, while maintaining a persistent focus on exceeding

organizational objectives and building customer relationships. Seeks a permanent position in which to resume my

career after temporarily stepping out of the paid work force to raise my family.

Prominent Expertise

Dashboard/Scorecard Report Development * Cognos-Business Intelligence * Business Objects *

Root Cause Analysis * Advanced Data Analytics * Strategic Planning & Forecasting * Financial Analysis *

Microsoft Office Suite (Advanced Access, Excel, PowerPoint, & Word) * Six-Sigma Certified

Professional Profile

Sr. Business Analyst Veritude/Fidelity Human Resources Services 09/2006 – 9/2007

Led the initiative and creation of multiple SharePoint sites for the Product Architecture/Standardization

Organization to enable clear consistent communication across business functions.

Functioned as the project lead to standardize products for Human Resources Services.

Managed the business relationship management and the execution of all project deliverables, including

product variation studies, gathering customer requirements, and identifying customer satisfaction actions.

Corporate – Sr. Quality Product Analyst Ford Motor Company 04/2004 - 07/2006

Developed and implemented tactical, operational & strategic KPIs to enable timely and well-informed

management decisions during the Order to Delivery life-cycle.

Proactively assisted management by creating ad hoc data analyses, competitive intelligence, and marketing

research to all levels of management, including the Executive Management.

Identified opportunities to improve customer satisfaction, reduce costs, and product improvements by

mining though data sets from multiple internal and external sources.

Developed relationships with retail dealerships for expedient identification and resolution of emerging

customer concerns resulting in reduced warranty costs.

Implemented daily, weekly, monthly dashboards to senior leadership in their evaluation of business

opportunities, product offerings, consumer trends, product availability and strategic initiatives to monitor

revenue, orders, inventory, and production variances.

Plant – Warranty and Quality Control Analyst Ford Motor Company 05/2000 - 04/2003

Led quality processes & cross-functional teams on 2005 Focus product launch.

Coordinated and monitored daily production activities and finished product testing to ensure compliance to

government regulations.

Developed 18 month production forecast for visibility of product availability for the Sales & Manufacturing

Organizations.

Coordinated requirements new vehicle launch plan ensuring plant readiness.

Six Sigma Certification

Led a Six Sigma Black Belt project to reduce the warranty costs concerning the navigation system in the

Escape/Expedition vehicle lines resulting in an estimated hard savings of $21.5M.

Exceeded the objective to improve customer satisfaction by 36% as measured by J.D. Power for the Escape

Hybrid Vehicle Program by gathering and analyzing third party data to identify significant customer

concerns and determine root cause and implement change.

PAMELA CHIPMAN

21 Albury Stone Circle * Nashua, NH 03063 * Home: 603-***-**** * Cell: 313-***-**** * ************@***.***

Corporate - Process Re-engineering Specialist Ford Motor Company 07/1998 - 4/2000

Reported directly to the V.P. of Process Reengineering conducting special projects including the

development of the first cross divisional Balanced Scorecard and Best Practices Standards.

Facilitated in cross functional problem solving process & improvement efforts to reduce cycle time and

increase quality for end-to-end development.

Recognized by top corporate management for developing and implementing new KPIs, processes, and

standards focused on improving quality and customer satisfaction resulting in a corporate savings of $46.1M

within the first year of implementation.

Business Analyst Consultant & Team Leader Compuware Corporation 03/1995 - 07/1998

Functioned as a Business Analyst Consultant at Ford Motor Company. Collaborated with upper

management to set objects, measurements, and controls to maximize productivity by collecting and

analyzing data to develop customized metrics to identify quality concerns and potential areas for strategic

improvements.

Managed a team of 12 contract employees located at multiple customer sites for Compuware Corporation

providing leadership, career counseling, and performance reviews.

Sales Performance Reporting and Marketing Analyst R.L.Polk 03/1995 - 07/1998

Call Center Manager National Tech Team 08/1993 - 03/1995

Systems Engineer/Call Center Support Electronic Data Systems 12/1990 - 08/1993

Community Involvement

Merchandise Acquisitions Mgr. (Volunteer) Discovery Shop-American Cancer Society 6/2000 – 10/2008

Developed and managed professional relationships with local specialty retailers for merchandise acquisitions.

Executed all management functions of an upscale resale shop as assistant manager, including operational,

budgeting, in store merchandising, marketing communications, and event coordination.

Established a customer loyalty marketing campaign resulting in surpassing yearly retail revenue objectives by

22%. The American Cancer Society honored and implemented this campaign throughout the state of

Michigan.

Education and Affiliations

Master of Science, Business Administration Madonna University

Delta Mu Delta, National Business Administration Honor Society Madonna University

Bachelor of Science, Business Administration (MIS & Marketing) University of Michigan

Professional Process Improvement Consultant Training University of Michigan

Dale Carnegie Leadership Training for Managers Ford Motor Company

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