Customer Service Six Sigma

R US S E L L K. CE R N I C K

*** ** ******** ** • Newtown, CT 06470 • 203-***-**** • *********@***.***

PROFESSIONAL PROFILE

Inspired, value-stream driven leader with an impressive record of success in achieving and sustaining

results. Steadfast in revitalizing and enhancing business operations/processes. Skilled at eliminating

waste and variability to drive strong and maintainable productivity gains, cost reductions and

continuous Lean Sigma business process improvements. Adept at problem-solving and creating

innovative solutions to complex challenges. Lead-by-example style that fosters employee engagement,

high team morale and dedication to operational excellence.

AREAS OF EXPERTISE

• Team Building, Mentoring & Trust Based Leadership • Six Sigma Black Belt

• Business Process Management • Operations Process & Efficiency

Improvement

• Metrics Design, Implementation & Analysis • Organizational Design & Transformation

• Project Research, Development and Management • Customer Centric Focus

• Emotional Intelligence Application • Lean Enterprise Tools

HIGHLIGHTS OF PROFESSIONAL EXPERIENCE

QUICKCOMM, INC. (a Vodafone Company), Sandy Hook, CT 2010 to

Current

Manager of Compliance/Operational Excellence, Global Data Solutions 2011 to

Current

Leveraged Business Process Management expertise. Formulated metrics based performance

tracking and reporting for all corporate operational departments. Designed and implemented

Balanced Scorecard Metrics, Operation Level Agreements, Key Performance Indicators, Trending

Analysis and Benchmarking. Worked hand-in-hand with IT team. Embedded work-flow transactional

metrics into enterprise systems. Produced better qualitative back-end analyses and reporting.

Championed Corporate Business Process documentation initiative. Utilized IDEF0 Business

Process Modeling. Collaboratively worked with all levels of management. Applied ICOMs process

standards.. Decomposed functional flow of lifecycle business processes into Core Processes,

Sub-Processes, Inputs, Controls, Outputs, Mechanisms, Activities, Tasks, Procedures and Work

Instructions.

Formulated business case and benefits analysis for C-Level management. Objectively

substantiated that employing detailed, comprehensive, formally documented Work Instructions during

new hire on-board training eliminated $4000 of non-value added costs over the first 8 weeks of

training for every new hire.

Mentored Global Operations Data Solutions Managers during departmental realignment. Analyzed

data staging, data development (ETL development and maintenance) and data in-life operations.

Utilized BPM expertise and optimized Six Sigma and Lean methodologies. Overhauled

ineffective and inefficient processes into optimized value-added processes. Decreased operating

expenses by 10%. Increased throughput by 30%.

Through perseverance and continuous driving of quality/process methodologies, transformed a

small U.S. focused TEMs Data Solutions team into a globally recognized high-performance Vodafone

Data Solutions department.

Objective Accomplishments:

• Created and deployed formalized Incident and Escalation Management processes

• Championed and structured formalized departmental Norms

• Developed and established SharePoint site as the “centralized sharing platform” for the

collection and dissemination of essential department information

• Managed difficult situations within cross-functional teams. Led productive change across those

groups

• Authored and administered new hire training and employee re-training program

Global QA Analyst, Corporate Operations 2010

to 2011

Infused Lean and Six Sigma methodologies into existing corporate quality practices. Enhanced and

expanded quality focused process tools and metrics into daily operations. Gained operational

control of previously unconstrained business processes.

RUSSELL K. CERNICK

CERNICK CONSULTING SERVICES, Newtown, CT 2002

to 2010

Owner/Consultant

Advised organizations in generating cost effective, highly functional operations’ processes and

procedures. Specialized in customer service, fulfillment, distribution, administrative, process

improvement and new venture start-ups.

Designed project feasibility, evaluation and start-up plan for new US/Chinese based company.

Provided client with a method to minimize lead and processing time while also reducing risk to

potential investors.

Administered Lean Sigma techniques to eliminate waste and variability, facilitate workflow, and

assure optimum value-stream utilization.

Composed business plan and operations strategy for a website offering resources to empower

working women.

Cultivated and nurtured working relationships with all levels of consulted organizations and their

customers. Drew out vital information required to produce first-rate consulting results and first-

class customer service.

SHARE THE WORD CHRISTIAN BOOKSTORE, Newtown, CT 2005

to 2007

Managing Director

Started Business. Analyzed marketplace, created strategic, operating and tactical business plans.

Accountable for P&L and cost reduction initiatives.

Created a business operating blueprint that identified core strengths and architecture for customer

centric strategy. Authored inventive customer-for-life retention programs.

BRANDDIRECT MARKETING, INC., Shelton, CT 2000

to 2002

Vice President, Operations

WORLD BOOK, INC., Chicago, IL 1991

to 2000

Director of Corporate Operations

EDUCATION AND CERTIFICATES

Six Sigma Black Belt Certification – Institute of Technology and Business Development – Central

Connecticut State University, New Britain, CT

Lean Enterprise Tools Certification – Institute of Technology and Business Development – Central

Connecticut State University, New Britain, CT

Project Management Certification – Leadership Resource Institute – Central Connecticut State

University, New Britain, CT

21st Century Leadership Certification – Leadership Resource Institute – Central Connecticut State

University, New Britain, CT

Communication Studies - Governors State University, University Park, IL - 1995

Resource Management - Eastern Illinois University, Charleston, IL - 1980

PROFESSIONAL AFFILIATIONS

Operations Focus Expert Group Lean Six Sigma American Society

for Quality

The Emotional Intelligence Network Operations Excellence Group

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