Project Manager Customer Service
Resume:
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Christopher Lee
Experienced Project Manager / Black Belt
Chris Lee
Peoria, Arizona 85382
***************@*****.***
Ten years of experience supporting an international call center network as a:
Project Manager
Certified Six Sigma Black Belt
Process Improvement Industrial Engineer
Employment History:
AMERICAN EXPRESS2011-2012Business Analyst (as a contractor), Digital Servicing Organization
Performed detailed data analysis on large customer survey samples to identify trends and
behavior patterns that involved customers who made an attempt to self-service using the
American Express website but then subsequently called customer service for assistance
Process mapped the specific steps that customers have to perform when using the AMEX
website to perform a variety of account management tasks such as making a payment,
changing an address, activating a card, requesting a replacement card, disputing a charge,
and registering their card online.
Performed root cause analysis to identify process improvement opportunities associated
with the website and quantified the cost to the company of these digital transaction
failures
Documented detailed customer requirements that would need to be addressed to close the
process gaps associated with each of the above tasks
Collaborated with process owners that manage each of the various portions of the website
to identify solutions that would improve the online transaction experience for customers
who prefer to self-service using the American Express website
AMERICAN EXPRESS2004-2009
Six Sigma Master Black Belt / Project Manager, Service Network Engineering
Designed and implemented technical solutions that allow for customers to self-service via
the automated phone menu or www.americanexpress.com website
Quantified the operational costs associated with handling specific types of customer
service calls
Led and managed project teams that involved experimental processes or procedures and
performed the quantitative post-pilot evaluations to assess the positive and negative
impacts of he pilots
Used Minitab 14.0 to perform statistical analysis in order to identify special cause
variation within a process or between populations (T-test, 2-proportions test, Chi-square
test, ANOVA, and DOE)
Created and managed formal project plans using Microsoft Project
Provided 1-on-1 coaching to individuals across multiple departments who were pursuing Six
Sigma Green or Black Belt Certification
Conducted 3-week Black Belt training classes and 1-week Green Belt classes
Lead Industrial Engineer, Service Network Engineering (formerly PQM) 2001-2004
Led and managed a cross-functional project team assigned with designing and implementing
new internal performance measures into a call center operation.
Designed the system interface to be used by the quality control teams to evaluate calls
and rate the transactions. Created the requirements document which included the metric
computation algorithms.
Used Visio to create detailed decision trees associated with new procedures being piloted
by inbound phone operations.
Education: Arizona State University, Tempe, Arizona
Lean Six Sigma Black Belt Certified, January 2011
Ira A. Fulton School of Engineering
The University of Arizona, Tucson, Arizona
Bachelor of Science in Systems and Industrial Engineering, May 1993
Key Accomplishments:
Outlined specific recommendations on how to enhance the American Express website in order
to better accommodate customers who attempted to use the website but then decided to call
instead.
Identified a process improvement opportunity to reduce agent-handled phone calls from a
specific population of corporate card customers who called regularly solely to request
their remaining available-to-spend amount. Designed and built a technological solution to
meet this unique customer requirement. Successful implementation resulted in an expense
reduction benefit of $200K annually.
Designed, led, and managed the creation of performance metrics for the worldwide
Telephone Service Center Network at American Express. Developed a strategy for identifying
& testing these new 'Customer-Focused* quality monitoring metrics through the use of a
test pilot that originated at one call center and was later expanded to include others.
Designed the system interface that was used by the Quality Control teams to evaluate calls
and score the results.
Identified an underlying process defect that was causing an excessive amount of dial-
transfers from one particular call center and implemented a solution that reduced them
from 5.7% to 1.3% and resulted in an expense reduction benefit of $350K.
Created and managed the Six Sigma Green Belt program for Phoenix inbound phone
operations. Developed a set of criteria when evaluating whether a particular individual
should become trained and participate in the Green Belt Program. Coordinated coaching
support for all of the freshly-trained Green Belts.Special Skills and Expertise:
PROJECT MANAGEMENT: Conducting task-breakdown analysis and risk assessments. Creating
project agreements, charters, and project plans and tracking task dependencies.
Experienced at facilitating effective meetings and conference calls to discuss options and
achieve team consensus in regard to a project.
STATISTICAL ANALYSIS: Including hypothesis testing, regression analysis, SPC, and DOE.
SOFTWARE APPLICATIONS: Experienced at using Minitab as well as Microsoft Excel, Access,
Project, PowerPoint, Word and Visio software programs.
Contact this candidate