Project Manager Customer Service

Cynthia Hayes

*** ******** **. ** • Concord NC **027 • 704-***-**** Home 704-***-**** Cell •

*************@***.***

Technical Business Transformation Lead

Senior Six Sigma Black Belt Leader with vast experience developing trustworthy strategic initiatives

that increase revenues, market share, reduce costs, improve effectiveness and improve client

satisfaction in customer-facing operations. Technical and business acumen that transfers end-to-end

sustainable business transformation.

• Industry Expertise: More than 15 years of progressive

experience in energy, technology, operations, automotive manufacturing, compliance, utilities, and financial

services creating sustainable improvements that exceed objectives.

• Continuous Improvement: Created the Reliability Centered

Maintenance program that evaluated preventative, corrective and predictive maintenance increasing

resource efficiency by 30% while improving operational productivity by 25% with 20% reduction in SSO and

15% reduction in costs and reduced response time by 3 days, therefore improving overall customer service.

• Six Sigma Initiatives: Led the Field Service Automation

systems integration project resulting in 100% automation of field work orders; 45% increase in data

integrity across 5 systems with real-time data capture netting $2.5MM savings. Led cycle time reduction

project resulting in 40% reduction and net of $4MM savings at 3 coal-fired power plants. Identified new

metrics and established a change control board to evaluate and sustain operational improvements for

ongoing monitoring.

• PMO Leadership: Established PMO discipline for service

delivery, operations, and technology organizations. Well versed in PMBOK, Lean, Six Sigma, CMM, ITIL-

Service Desk and other integrated methodologies to capture, and execute on project activities. Managed

budgets in excess of $4MM to drive technology projects and gain efficiencies. Talent for quantifying data to

drive decision making, analyzing/assessing risks, objectives and business criticality.

Areas of Expertise

U C • ITIL; CMM; DFSS

• •

tility/Energy ulture Change • CPI/ BPM/FMEA

Management Management • SDLC/ Waterfall/ Agile/

P Standard Work

• • Iterative

roject Management • Compliance and Risk • Vendor Mgt.

(PMBOK) • Strategic Management • Supply Chain

V

• • Scorecard Metrics/ KPI Operations

OC; CT Analysis • Kaizen/ Rapid • IEEE Software

B

• Improvement Events Standards (12207, 730,

udgeting & Forecasting SPICE, etc.)

• Lean Six Sigma

Methodology

Professional Experience

City of Charlotte – Charlotte, NC 08/07 – 01/13

Continuous Improvement Manager - Charlotte Mecklenburg Utilities- Field Operations Division

Led transformational change to create a Reliability Centered Maintenance Program (RCM) that evaluated and

prioritized risks affecting underground infrastructure. Created standard work processes and a culture change

model to ensure the execution of tactical plans, aligned with departmental strategies to bring the vision of

Optimization into fruition across organizations end to end operational and business processes. Conducted a

series of Kaizen events to discover, interpret, and document requirements to improve infrastructure

management, service delivery, quality, and customer satisfaction, in compliance with state and federal

regulatory agencies.

Key accomplishments:

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• Led multi-year initiatives with 4 teams across three departments with a $3MM budget that

reduced repeat overflow rates by 20% and improve customer response cycle time by 3 days.

• Increased resource efficiency by 30% while improving operational productivity by 25%.

• Built strategic relationships to mentor and empower team growth for align with organizational

improvements.

• Created a Change Control Board involving stakeholders and process owners to ensure tactical

plans aligned with business strategy for ongoing sustainability of gains.

• Developed failure mode and effects analysis on processes for ongoing implementation and

sustainability.

• Created test scenarios to test the system and discover issues to determine the root cause and

resolution to verify and test incidents.

• Authored innovative new approaches, identifying new metrics to track, measure, and analyze

operations - leveraging regional industry data within the marketplace to drive improvements that

comply with EPA-CMOM regulatory requirements.

• Created culture change icon to represent the Operational Excellence plan that communicated

involvement and ownership of changes for everyone throughout the organization.

Project Manager – Managed a matrix team of 9 individual contributors from 12 functional departments

through improvement initiatives, synthesizing input on data deficiencies: to design standards based on the

strategic business imperatives and stakeholder feedback; increase data accuracy, reliability, integrity,

quality, and timeliness. Developed and assessed appropriate data content transference from master loads

across multiple platforms in both city and county systems.

Key accomplishments:

• Led and trained matrix team of 9 to document 67 business/technical processes and 22

system maps.

• Wrote BPM Guidebook content for use across departments throughout both city and county.

• Streamlined and reviewed process maps and work flows of data requirements generated by

the team; ensuring efficiency across data migration lines within the network from the county master

data system of record.

• Identified quick win data efficiency and correction to system enhancements that affected the

metadata and master data on ETL across 73 systems throughout county and city organizations.

Detroit Edison - Detroit, Michigan 09/99 – 02/06

Lean Six Sigma Black Belt/ Project Manager – Six Sigma Black Belt leading merger change initiatives in

supply chain operations, application development, systems integration, field operations, and financial

analysis. Monitored risks on the books of the portfolio assessing gains and losses at the trade company.

Key accomplishments:

• Reduced coal dumping cycle time from 12 hours to 8.5 hours saving $4MM in operational costs

across 3 coal-fired plants.

• Documented work processes for Fermi 2 nuclear generation power plant to ensure process

adherence to Environmental Protection Agency regulatory low nitrous oxide emission (Low NOx)

compliance.

• Led Systems Integration project in Electric Choice to automate manual work orders resulting in data

loss of less than 2%, netting $2.5MM in savings delivered on schedule and within project budget of

$1.5MM.

• Managed, coordinated and documented requirements for implementation of Maximo asset management

and supply chain management systems using Documentium to standardize work for various business

units.

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• Led JAD reviews of application improvement using SAP tools and methodology for tracking, incident

management, and visibility into design reviews across generation, distribution, fossil generation, coal,

nuclear, transportation, and gas operations.

• Facilitated team of 20 subject matter experts to initiate problem identification techniques utilizing team

work, feedback and knowledge sharing.

• Documented system requirements using context and data flow diagrams.

• Designed process improvements to perform RF and telephony meter equipment needs for customers to

ensure that all field work performed was captured, retrieved in-house, and reflected properly on customer

accounts and billing.

• Managed a system integration project across nine applications on an Oracle platform to improve business

continuity and data integrity for large industrial customer accounts.

• Evaluated electrical distribution configurations for grid modernization.

• Member of Shareholder Value Committee gathering subsidiary 10Q and 10K to make recommendations for

dividend payments to parent company.

• Performed capital budgeting analysis comparing forecast to actual to budget data.

Risk Associate - Energy Trading

• Performed mark to market calculations for risk analysis on the total portfolio.

• Monitored trading in the spot, future, and forward contract markets.

• Performed daily value at risks (VaR) and capital at risk (CaR) calculations and generated reports.

• Created monthly on peak over the counter forward price charts for Cinergy, and PJM markets.

• Devised daily reports on physical traded energy as well as energy options.

• Documented credit procedures for Energy Marketing.

Ford Rouge Steel – Dearborn, Michigan 06/99-08/99

Cost Analyst -Performed cost analysis on materials usage. Instrumental in recovering $1.7 million in duty

taxes paid on exported steel products re-entered domestically, representing buyer’s position when

communicating with vendors and suppliers.

Daimler-Chrysler Corporation - Detroit, Michigan 09/94-

06/99

Product Change Documentation Analyst/Jeep Platform - Responsible for form, fit, and fashion of

exterior trim parts on the Jeep Grand Cherokee launch team ensuring less than 3% marginal error. Initiated

system requirement and product change requests, coordinating meetings between with suppliers to address

vendor management concerns negotiated with union and non-union personnel. Scheduled timing and

decision change notices for part change approval throughout the launch period.

Contract Consulting Experience

Held several roles including Lean Leader, Sr. Global Compliance Project Manager, and Six Sigma Black Belt

Consultant, leading initiatives whereby my cumulative expertise was instrumental in delivering necessary

leadership to own the challenge and deliver results.

Key accomplishments:

• Participated in development of Maintenance Annual Work Plan process analysis across Energy

Transmission Operations (ETO) to gather system requirements for system integration (EAM/Maximo).

Discussed key stakeholder and business decisions (KBD) with EAM core team to eliminate inefficiency and

drive collaborative communication throughout legacy Process and legacy Duke.

• Created project plans and facilitated ongoing project meetings for strategic alignment; ensuring project

artifacts were well documented and archived for audit. Prepared quality control consolidated Crystal and

Clarity reports and present responses to action items, coaching directors in scope, SOW, and assessing

project deliverables for senior reporting and swift decision making.

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• As part of a Global Compliance program, I managed enterprise projects relating to compliance initiatives

within GTO, Products, and Services across 6 LOB’s and control business functions.

• Provided assessment for the Global Data Governance team on master data management (MDM) making

recommendations to assess ECM efficiency, improve cycle time to ensure compliance to data structures

with regulatory requirements.

• Trained leaders across 10 locations to identify areas of operational inefficiency using resource allocations

and BPM to make z. Wrote training and web content on the deployment of Lean Six Sigma in the banking

service industry; identifying waste elimination, quality systems, cost of poor quality, and cost avoidance

concepts.

Led senior executive leadership at OnStar through integration of Six Sigma methodologies with CMM and

•

ITIL, to improve business continuity from incident, problem, and change management within ITIL’s Service

Desk. Perform design analysis and trade-off studies assisting with the definition of system requirements.

Identified and led teams through multiple projects to improve efficiency, reliability, system availability,

and data integrity. Built collaborative teams to improve communication across multiple vendor level

support for quality improvements to ensure zero loss of emergency calls. Attend required meetings to

keep others informed of relevant issues and to learn latest program direction. Provide technical direction

to developers, stakeholders, and other application support teams and engineers.

Client List:

Duke Energy, Charlotte, NC - 02/14 Ally, Charlotte, NC – 01/12-03-12

TIAA-CREF, Charlotte, NC - 07/13 – Wells Fargo, Charlotte, NC - 10/06-04/07

12/13 General Motors, Detroit, M – 02/06-07/06

Bank of America, Charlotte, NC -

12/12-05/13

Educational, Certifications & Training

Masters of Science in Computer and Information System – Strategic Management • University

of Detroit Mercy (2001)

Bachelor of Science in Business Administration - Corporate Finance • University of Detroit

Mercy (1999)

Northwestern University • PMP Training (2012) International Institute for Learning • PMP,

CMM, CMMi (2001, 2002)

Lean Six Sigma Black Belt Certification • DTE Energy (2005) General

Motors University • ITIL (2006)

George Washington University • Risk Management (2000) IEEE Software

Development -12207, SPICE, 730

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