Project Manager Six Sigma
Resume:
Carolina Rodriguez Email: abnoua@r.postjobfree.com
abnoua@r.postjobfree.com
Address: Mobile: +44 (0-771*******
*** **** ******* ********* ******: +00-954-*******
Fort Lauderdale
Florida 33301
US
Background Profile
Experienced senior management consultant, certified
Six Sigma Black Belt, ITIL management,
communicator consultant and NLP master practitioner,
with over 8 years experience driving improvement, re-
engineering, communication strategies, web
development projects and change management
programs. I have actively lead as a consultant several
high profile cross-functional projects
identifying/recommending process re-engineering
improvements and cost saves, I have also developed
Six Sigma deployment strategies, business scorecards
and provided support and training to a variety of One of my major strengths is
project teams within organizations which included my ability to communicate and
American Express, Sun Microsystems, Credit Suisse knowledge share at all levels
First Boston, Citigroup, Vodafone,O2, Bank of America in different languages
and for Quality Management Solutions Customers.(e.g (English, Spanish & French).
-PITO, Proxima, Nestle, and Partnership in Care,
CPS). As well as developed CRM and web solutions
for several customers.
During these projects, I have served in a variety of roles (Project Manager, Six Sigma Black
Belt, Service Deliver Consultant, Project Lead, Subject Matter Expert, Technical developer,
Project Manager, Communicator Consultant and Change Manager) and applied and followed
a variety methodologies (AEPM, Method/1, Six Sigma, Lean, ITIL, Prince2, NLP).
In October 2008 I published my first book “Communicate to WIN” - Enhancing effective and
powerful communication. For more information please visit www.carolinarodriguez.co.uk
Expertise and Strengths
Leadership and Team Development : a record of developing high performing teams
and driving results
Six Sigma BB/MBB Lean :Implement project, train and mentor BB and GB
Scorecards’ and KPI’s: focusing not only on financial outcomes but also on the
operational, marketing and development areas ( provide a more comprehensive view
of a business)
Project Management: Mtehtod1, Prince2 - Define from strategy, execution and
communication
Change Management: Communication Techniques, data collection and analysis,
planning, and implementation discipline, redesign of strategy, systems, and
processes.
Re-engineering: Scope, Manage and execute re-engineering programmes
Service Design/Deliver (ITIL, Process Improvement and Account): development
presentation, deliver.
Consulting: strong influencer in presenting new ideas to business partners and
management.
Innovation: acknowledged throughout career for strong thought leadership and
innovation
Communicator Consultant: NLP Masters, training, mentoring and coaching.
Web Development- Flash, Dreamweaver, HTML,Photoshop, Digital Media Network
Experience
May 2009– July 2009 – QMS –Business Development – Location London /Brighton
Carolina Rodriguez Email: abnoua@r.postjobfree.com
abnoua@r.postjobfree.com
Address: Mobile: +44 (0-771*******
110 East Broward Boulevard Office: +00-954-*******
Fort Lauderdale
Florida 33301
US
Develop and implement business solutions for Quality Management Solutions customers.
- Smart eco living project: Web design, development and web database development
to automate all existing back office processes and work more effectively and
efficiently with co-workers, clients, and vendors by sharing documents, coordinate
calendars, hold web meetings, manage tasks, build web databases, follow
discussions, make announcements and run the business on the web.
- Develop the new QMS web site with an e-commerce solution.
- Develop all the digital networking activities.
October 2008 – May 2009 – Bupa –Master Black Belt / Project Lead– Location London
/Manchester
Efficiency and Effectiveness development programme for BUPA UK membership. To develop
and implement a cost reduction initiative by maintaining customer satisfaction and service
quality, utilising a lean approach and concentrating on key levers such as people, process
and technology to achieve our goal. Managed and coached a team of 4 Black Belts.
Total savings for the Overall Programme –£ 5.5 mil
Design, develop and implement the Design Authority process and measures (KPI’s) for the
Programme Management office to ensure all new projects and changes are aligned wi th the
new Business operating model, as well develop a communication plant to roll out new
process.
Defined the AS IS UKM model identifying improvements opportunities across the business,
cost saves opportunities, developed the key principals and drivers to design the TO BE UKM
operating model based and evaluate the existing KPI’s and Design new processes and
procedures to support the new Bupa operating model .( 30% of total cost reduction)
After the new operating model design and the development of a Balanced Scorecard to chose
suitable measures for each of the business objectives, we designed the new key business
processes, procedures, and main areas of the BUPA UKM organisation requirements with a
special attention on the key KPI’s, on how to measure them and what form of reporting will
be needed. Three main areas of reporting and metrics were considered:
KPIs and measures: Reports focused on the measurement of key performance
indicators to identify problem areas that need Bupa’s attention
Functional reports: Reports that Bupa required on a daily basis in order to carry out
the work in accordance with the processes we have defined and designed
Exception reports: Reports Bupa require in order to measure compliance with the
business rules that we defined.
September 2008 – October 2008 – QMS ltd
Develop and implement business solutions for Quality Management Solutions customers.
- Silicon Beach Training: Training design and development to migrate Six Sigma Green
Belts to Black Belt level- Facilitate the 3 weeks training and coaching - Companies
involved in the Training –Nuffield Hospitals, Warner Bross and Kerneos Cements.
- Helen Tinner Photography: Web design, development and CRM web database
development through Salesforce to automate all existing back office processes and
work more effectively and efficiently with co-workers, clients, and vendors by
implementing a customer relationship platform.
2007 December– June 2008 – Royal Bank of Scotland –Change Management –
Transformation Program – Location UK-London
Carolina Rodriguez Email: abnoua@r.postjobfree.com
abnoua@r.postjobfree.com
Address: Mobile: +44 (0-771*******
110 East Broward Boulevard Office: +00-954-*******
Fort Lauderdale
Florida 33301
US
To Identify and analyse the end to end lending process, with a view to improving the customer
experience; creating efficiencies within the frontline ; and reducing costs . This was a highly
structured review, which presented a series of recommendations for improvements and an
assessment of the relative priorities.
The lending process starts at the point where a customer tells us they want to borrow money,
continues through a period of review and monitoring and completes when the funds have
been repaid.
Define Key Performance Indicators for the lending process
Scorecard development to align key business objectives to the lending
process
Design and develop the new end to end lending process and key process
measures.
Improve Customer experience
Create capacity in the frontline and supporting units
Deliver cost saving
Reduce manual process tasks
Increase KPI’s ( MI & AA analysis) capability
Develop and document a business case which recommends short and
long term improvements
Identify quick Wins
Develop and implement a communication roll out plan.
Total projected savings for the Overall Program –£ 30 mil
2007 June– November 2007 – RSA– Service Excellence – Improvement & Change
Program – Location UK-London- Chile – Santiago de Chile
To develop and execute the improvement and Change programme for RSA America based
on the Pilot project in Chile. The aim of the pilot programme was to introduce Six Sigma Lean
principals and practices into the business areas ensuring and develop a SIP strategy to roll
and implement improvements projects across the business. Projects in the account
managements and collections such as;
1. Reduce the number of account statements issued over the 15 days and under the
12 days of the specification limit
2. Reduce/eliminate the number of records with address errors loaded into the RSA
system
3. Reduce account statement issuing time from 8 days to 5 days.
4. Reducing printing time from 2 days to 1 day-
5. Reduce the number of payments failures
To review the current end to end account management and collection process, establishing
key measures to indentify process, people and technology improvements. The key
performance indicators for both process where turn around time, number of errors in each
process (I,e invoice errors, customer details errors etc..) and payment failures. Once all
processes where defined and agreed with the process owners, we reviewed the measure
system analysis capability for each of the processes to understand the capability of the
existing data.
W e implemented an improving solution that included the elimination, combination and
automation of some of the procedures and established the priorities of key performance
measures. The total saving for the Chile project was $400,000 as well as developed a rollout
plan to leverage the same project to another 3 Latin American countries.
2006 September– June 2007– Fujitsu– NHS Service Management Service Improvement
Carolina Rodriguez Email: abnoua@r.postjobfree.com
abnoua@r.postjobfree.com
Address: Mobile: +44 (0-771*******
110 East Broward Boulevard Office: +00-954-*******
Fort Lauderdale
Florida 33301
US
Program – Location UK-Slough
To define and implement a Change Programme improvement plan for the NHS, under the
Service Management Organisation. The aim of the programme was to identify the existing
Business Structure and all their existing processes by performing a “Lean” review of all the
E2E business processes and roll out the improvement programme across the NHS accoun t.
The following approached was followed to map the existing processes across the Service
Management organization.
• Define all business units and the process owner's under the process mapping
scope programme based on the ITIL process and principals.
• Define the SIPOC for each business unit by Facilitate a Workshop to
baseline each business structure and identify each process and process
owners under each business units.
• Conduct the process mapping analysis by business units as per Project
Schedule.
• Define the Key Performance Indicators (KPI’s) for all ITIL processes.
• Document all ITIL processes, their business structure costs and measures.
• Define the Improvements and Design a Roadmap to implement them
• SIP Programme management – Project Plans and Roll out m anagement.
The Objectives for this programme where;
• To define core business framework to control and maintain service performance
• To identify opportunities to reduce risk and service failure
• To define actual measures and develop a future business score card aligned with the
customer Critical to Quality (CTQ’s)
• To define existing performance to sustain and managed business growth.
2006 May – 2006 August– Royal & Sun Alliance Insurance– Commercial Underwriting
Business Process Reengineering / FTE – Location UK-London
Commercial Underwriting organisation review in RS&A to identifying opportunities to improve
the organisation structure and to reduce rework across the Portfolio and Segment teams.
The reviewing and the assessment of the entire Commercial Underwriting organisation was
conducted by a series of interviews with key FTE’s in the organisation such as Technical
Underwriting, Portfolio and Segment Directors and then developing an activity score card
model to identify opportunities for duplication and overlap of activities across both the portfolio
and Segment teams. Process analysis such as Referrals, Reinsurance and Portfolio
Management where also carried out to design the new organisation model.
The objectives and deliverables for the Commercial Underwriting Project where:
- To review organisation structure that will contribute to the demands of the Health
check programme to deliver significant cost reduction that dramatically reduces
R&SA’s expense ratio.
- To evaluate and validate opportunities for organisation structure improvements with
support analysis and metrics
- High level view of delivery solution
- Milestones
The analysis conducted identified areas of overlap, duplication or commonality across many
of the core activities carried out by the Portf olio and Segment teams that make up the
Commercial Underwriting organisation within R&SA UK.
In summary, we achieve a more efficient operating model for Commercial Underwriting by
reorganising the current model from the existing portfolio / technical team matrix structure,
and consolidating the department to support the trading teams by product line.
Integration of the Portfolio and Segments teams facilitated the savings at management level
and enabled the removal or reduction of overlap across the activit ies that both teams
Carolina Rodriguez Email: abnoua@r.postjobfree.com
abnoua@r.postjobfree.com
Address: Mobile: +44 (0-771*******
110 East Broward Boulevard Office: +00-954-*******
Fort Lauderdale
Florida 33301
US
performed. This in turn enabled the realization of cost savings and refocusing of technical
underwriting staff to support the company’s growth ambitions.
Total saving, 1.2 millions pounds.
2005 December – April 2006 - Hiscox –Business Process Reengineering / Lean
awareness – Location UK-London
Business Process Reengineering for Hiscox, Scoping and reviewing the end to end
Underwriting Process for the global markets (Lloyds Syndicate) by redesigning the business
processes to achieve dramatic improvements in critical to quality measures of performance,
such as cost, quality, service and speed.
I managed the integration solutions with all Hiscox external parties organisation (Eurobase
International and Sapient ) to ensure process tools and people knowledge where consistently
aligned during the BPR implementation.
2005 September – 2005 December Juran Institute –Six Sigma Master Black Belt /
Management Consultant– Location UK-Europe -USA
Six Sigma / Lean Master Black Belt for Juran Institute, Training, mentoring, supporting Master
Black Belts, Green Belts and champions in the UK – Europe based clients (Unisys, CSC,
Moore Furniture and the NHS) .Develop new business plan Strategy for Juran Institute in the
UK and Europe to retain exiting customers as well as gain Market Share by developing and
facilitating public workshops to share best practices and to integrate business methodologies
framework. Review and enhance E-learning solutions to cover and facilitate in India and
Middle East countries.
2005 April – 2005 September –Programme Manger – Aon Consulting – Improve
/Reengineer Financial reporting Process– Location UK-USA Atlanta
Programme Manger heading the re-engendering efforts for Civa vision in the UK and USA,
acting as a quality management consultant. Programme Scope, define processes with in the
finance reporting area (Target Reporting, Monthly Reporting and Quarter Latest Estimates
Reporting) collect VOC and VOP to measure processes, identify KPI, the Re-engineer
process by designing a Finical automated Reporting Process Score cards by 60%. Lead and
manage improvement solutions as well as act as the Programme Mana ger for the
Implementation programme.
2004 November – April 2005 Vodafone UK –Project Manager – GGSN 4.1 VO Project –
Location UK-Newbury.
Programme Manager for the GGSN VO 4.1 in Vodafone UK, this project aims to manage and
deliver in conjunction with Nortel the a common testing process and global acceptance
process for the GGSN 4.1 VO of product release via the UK netwo rk in line with UKs Nortel
Packet Core lead.
2004 July - October –Programme Deploy Manager – Quadriga International – Location
UK-Spain and France.
Programme Deploy Manager for France and Spain to deliver scalable, systemic solutions for
Quadriga’s core business processes, by supporting the business’s profitable growth. Main
deliverables Objectives are;
Confirm/deploy new re-engineering strategy for Quadriga’s core
business processes & systems (Hub2, JDE, Saratoga)
Develop Process measure (KPI’s and scorecards)
Deploy core process definitions and streamlined, scalable systems
solutions to support them.
Implement appropriate reporting and governance procedures.
Ensure consistency and scalability across the business
Carolina Rodriguez Email: abnoua@r.postjobfree.com
abnoua@r.postjobfree.com
Address: Mobile: +44 (0-771*******
110 East Broward Boulevard Office: +00-954-*******
Fort Lauderdale
Florida 33301
US
Implement change management strategy for Spain and France
regions.
Malaga project impacts nearly all areas of the business such as Engage with Customer, Sales
and Marketing. Operations and account management
2004 May –June 2004 Barclays Capital -Associate Director for Strategy and Planning -
Contract
Process quality consultant across all business units in Barclays Capital investment bank for
the front and back office. Main projects; HR Global Recruitment Process - (Reduce
Recruitment time and streamline actual process) and Develop the Six Sigma strategy and
training deployment solution for Barclays capital.
2004 Jan - May O2 (Telecommunications) - Process Improvement Consultant- Contract
Security Clearance for O2 Airwave, 02 Airwave is a secure digital radio network dedicated
for the exclusive use of the UK’s emergency and public safety, the UK Police are one of the
primary users of O2 Airwave and the service has been provided to all police forces
throughout England, Scotland and Wales .
Define and improve existing processes for 02 Airwave service support and product delivery
by organising and facilitating a number of workshops to allow the mapping of business
process integration within the different business units (HR, Security, Operation
management, Network Management and Finance). The outcom e of these workshops gave
the team the core elements to develop new and improved processes as well as apply the
right metrics to measure process quality and service performance.
Deliverables – Process Design, Process Implementation, Score card analysis an d design,
Process training and support..
2003 April – Jan 2004 –QMS ltd- MBB Six Sigma & Lean Training, Deployment &
Workshops- Contract
Managed and Lead process improvement teams with in different customers sites ( Transport
of London), Assessments Services for.( Gillette, PITO, Nestle). Successful delivery business
complex solutions and change Management Program, for Proxima Technologies, Quality
Brand Management, Parker Scott and Avila and Six Sigma Academy, Training Program for
Gillette, Proxima and abs.
2002 Jul- April 2003 Sun Microsystems -Service Delivery Manager (ITIL-Six Sigma) -
Contract
Develop & enhance new and existing management service solutions for SUN's new and
existing customers (Bank of America, Citigroup, CSFB and Virgin Mobile) building business
relationships, performing service management assessment, Server Consolidation plans and
TCO’s.
1997-2002 American Express - Permanent
Six Sigma Black Belt / Six Sigma Deployment.
Leading and managing the Six Sigma Deployment Team within American Express in Europe
(UK and USA Based).
1997 -1997 American Express: Interactive Technologies- International Services.
Software Developer for the Data Quality development Database, Dollar Card development
Project and the EOT Business Communication, AETO and TILT teams.
Carolina Rodriguez Email: abnoua@r.postjobfree.com
abnoua@r.postjobfree.com
Address: Mobile: +44 (0-771*******
110 East Broward Boulevard Office: +00-954-*******
Fort Lauderdale
Florida 33301
US
1996- 97 European Infopoint : W eb Master Developer - Permanent
The major development on my time on this company was the development of IMRG Web site.
(www.imrg.org)
1996- 96 FastNet international: W eb Developer Brighton -- Permanent
England
1994- 96 Graphic Designer EWEE international (Spain - San Sebastian)- Contract
Design of leather products, final art of brochures, logos etc. (Computer based and freehand)
1994 - 96 Translation services - Contract
French English, English French, Spanish English, English Spanish
Clients include: Ronson PLC, Laughton & Sons, Stratton, Ewee Int, Bristow Helicopters,
Constance Caroll, Pierre Cardin.
1989 - 93 Luiggi Rubartelli Productions- Contract
W ork on a number of projects as a graphic designer with this advertising and TV production
Company in Caracas, Venezuela. I fulfilled a variety of roles from story boarding, and stage
design to set decoration mainly in TV advertising on a range of products.
Education – Qualifications
2008 Neuro Hypnotic Repatterning Training, with Richard Bandler during
November 2008.
Spread Beating – CMC Markets- June 08
2008
Trading platforms US/UK – Cover Calls, Spread Betting with WIN
2006
Investments – Darren Winters
Creative and Business W riting - Brighton UK – Portslade Community College.
2005
2004 NLP Master Train the Trainer - London UK with Dr Richard Bandler, Paul
McKenna and John La Valle. November 2004- NLP Trainer Certificate
2004 Neuro-Linguistic Programming (NLP) Master Certification -London UK with Dr
Richard Bandler, Paul McKenna and Michael Breen. April 2004.
2003 ITIL Foundation Training and Certification by the ISEB -BCS-with (Quality
Management Solutions/ Spring IT - London)
2003 Neuro-Linguistic Programming (NLP) Training and Certification -London UK
with Dr Richard Bandler, Paul McKenna and Michael Breen –
2002 Sun Microsystems In house Project Management Prince 2 Methodology
Master Black Belt – Quality Management Solutions by the BQF
2001
1998 Six Sigma Black Belt Training and Certification with the Six Sigma Academy
Carolina Rodriguez Email: abnoua@r.postjobfree.com
abnoua@r.postjobfree.com
Address: Mobile: +44 (0-771*******
110 East Broward Boulevard Office: +00-954-*******
Fort Lauderdale
Florida 33301
US
in the US Phoenix -Arizona (www.6sigma.com)- (American Express)
1996 Business Administration and Information Technology with BHTA -NVQ -
Brighton - United Kingdom
1989 University Jose Maria Vargas, Caracas Venezuela Architecture Certificate
and Diploma-
COSPA Technologies – application development- Basic, OS, Pascal, MS
DOS
1984 San Jose de Tarbes, la Florida, Caracas, Venezuela
1982 L'ecole European, Brussels, Belgium
1980 Le Rosey International Boarding School, Rolle, Switzerland
Awards and Conference
Remove phobias, help to quit smoking and develop interpersonal skill in one to one
sessions through NLP techniques- ongoing
itSMF conference Speaker- " Six Sigma in Relation to ITIL" (2004)
IOD- W orkshop - "Six Sigma in the IT Industry" (2003)
Reward and Recognition from Adventure Unlimited Charity Organization in Sussex
UK for defining and improving their internal management process to increase funds
and sponsorships. (2003)
Reward and Recognition from TNS Organisation form Knowledge Management
Project.(American Express (2000)
Reward and Recognition from Dan Hampton, help and tele-train on the
OPP.(American Express) (1999)
Reward and Recognition for Global Procurement database. (American Express)
(1998)
Provide tutorship to IP (Industrial Placement). (1998)
Publications & Mentoring
Communicate to WIN. Skill & Will Quadrant- Enhancing effective and powerful
communication- More information visit site – www.carolinarodriguez.co.uk
Ongoing mentoring and support for teenagers on Confidence skills through NLP
coaching.
Publications in the field of Knowledge Management and Six Sigma development and
evaluation of complex interactive systems, software technologies, quality control and
monitoring systems.
Guiding Adventure Unlimited (local Sussex charity) on the management and process
solutions, to help them provide the best service possible to their local community.
Management, development and design plans for my own house renovation project. I
enjoy my skills development on the art of Architecture, specially on renovations, this
Carolina Rodriguez Email: abnoua@r.postjobfree.com
abnoua@r.postjobfree.com
Address: Mobile: +44 (0-771*******
110 East Broward Boulevard Office: +00-954-*******
Fort Lauderdale
Florida 33301
US
allows me to develop an ideal balance between my profess ional and personal life and
my own physical space at home
I have worked on efforts to raise cultural and diversity awareness and appreciation amongst
American Express employees, especially with respects to the business and social cultures.
Membership:
NLP – The Society of Neuro- Linguistic Programming
BQF ( British Quality Foundation)
BHCC ( Brighton & Hove Chamber Commerce)
ASQ (American Society for Quality)
ITSMF(IT Service Management Forum)
Ft Lauderdale Chamber of Commerce – Florida US
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