Change Management/Process Improvement Director

Shelton E. Bailey Jr., MBA, MHSA

*** ****** ******* ****, ******-Varina, NC 27526 919-***-**** **************@*****.***

Process Improvement Expert Program Management Organizational Change Management

Transformative Leadership Delivering Operational Excellence

Innovative, customer-focused, performance-driven entrepreneur and award winning Global 500 Senior Executive with demonstrated successes with-in startup, turnaround, and high growth environments transforming organizational performance and responsiveness to changing business needs, improving operational efficiency, achieving business growth objectives, and driving cultural competency in improvement of work systems and processes to deliver consistent positive value and exceed customer/stakeholder expectations. Veteran project leader proficient in defining overall scope and timeline, creating Functional Specifications, developing workflow breakdown and workload planning, and verifying timely release management activities.

Exceptional communication and interpersonal skills acknowledged for recruiting and developing highly motivated and result driven teams through creation of environments focused on continuous improvement and organizational/workforce learning. Exemplary coaching/mentoring, collaboration, facilitation, conflict resolution and presentation skills engaging all management levels, corporate boards, and key stakeholders.

Core Competencies

Business Process Mapping Process Improvement/Six Sigma Program/Project Management

Strategic Planning Information Technology Risk Management

Contract/Vendor Management Relationship Management Resource Management

Consensus Building/Teaming Best Practices/Benchmarking Organizational Development

Change Management Training /Leadership Development Total Quality Management

Professional Experience

RTP ELECTRICAL SERVICES, LLC Durham, NC 2014 - Present

Commercial construction & service of electrical power systems and equipment 2011- 2012 (Reduction in WorkForce)

Assistant Operations Director/Project Manager

Authored Standard Operating Procedures (SOP) and developed templates to facilitate operational efficiency in A/P, A/R, procurement, invoice entry and reconciliation, HR, Payroll entry and creation of certified payroll for two divisions. MS Project, QuickBooks, EBM, QLink, Microsoft Office (Word, Excel, PowerPoint, Publisher).

Streamlined payroll entry / submission process, and invoice preparation by 10 hours per week through standardizing and developing SOPs for all process for annualized savings of $9000 across two divisions.

Created, new Project Management position including process flow to support two Vice-Presidents in scheduling and resourcing projects; purchasing, materials logistics. Authored SOP and checklists for materials management.

BRITTON AND CRUMP, INC Durham, NC 2012-2013 (Reduction in WorkForce)

Critical Access Behavioral Health Agency (CABHA)

Director, Quality Management and Training

Restructured the Quality Management System and revised annual Quality Improvement Programs and Quarterly System Reviews to ensure complaint with local, state, and federal regulatory, HIPAA, and accreditation agencies. Streamlined previous quality performance indices, including satisfactory surveys to focus on the vital few evidence-based KPI to promote corporate mission. Authored CAPA's and submitted to regulatory agencies and incorporation of objectives into annual strategic planning process. Incident Management/Reporting. Microsoft Office (Word, Excel, PowerPoint, Publisher).

Provided critical Quality Management and Performance Indicators and served as Project Lead for ensuring company readiness and compliance; enabling the organization to renew a three year CARF accreditation.

BELL SENIOR LIVING Durham, NC 2009- 2010 (Management Restructure)

Independent Living, Assisted Living, Memory Care, Skilled Nursing Retirement Communities across US

Business Office Manager

Benchmarked and implemented best practices in establishing the daily operational, Human Resource, payroll, business operational functions, including monthly variance analysis, and monthly billing of newly opened 115 unit Independent and Assisted Living – Senior Retirement community established to become a Center of Excellence facility. Established new vendor relationships, contract negotiations and initial Service Level Agreements (SLA). Managed operating budget of $12M. Yardi.

Achieved 97% Community Performance Excellence score (one of only two earned across thirty Retirement communities) on corporate standards assessment after only six months in operation.

PEAK CONSULTING Raleigh, NC 2002 – 2009

Business management consulting company

President/CEO

Founder of consultancy company dedicated to educating small business owners on best business practices and marketing to preferred customer base. Strong focus on developing revenue and profitability based benchmarking procedures to increase attainable, measured goals and growth. Microsoft Office (Word, Excel, PowerPoint, Publisher). Visio.

In response to declining market share for photography lab, established SOPs and quality checkpoints, renegotiated vendor contracts, and created seasonal targeted marketing promotions; resulting in increased client customer base by 15%; increased customer satisfaction 35%; and overall performance rating by 30% within 9 months.

Increased garage door installation company customer base by 20% within 8 months of creating new marketing material and subsequent increase of $200K revenues as result of new inventory management, procurement and billing system, and implementation of referral program.

THERAPYEDGE Durham, NC 2000 – 2002 (Reduction in WorkForce)

Clinical software and information company providing patient management systems to healthcare

Senior Operations Director, Software Process Engineering – Medical R&D

Recruited to develop an integrated software development management system using Agile concepts for new SaaS healthcare service organization charted to become world class provider of EMR and web-based Artificial Intelligence (AI) knowledge-enabled clinical decision support for clinicians providing care for HIV patients. SDLC process model incorporated ITIL, COBIT, ISO, CMM, Malcolm Baldrige, HIPAA, ICH, and FDA 21 CFR Part 11 guidelines. Promoted within six months to manage full $40M P&L responsibilities for eight R&D departments, including S/W Development, Network Operations, Help-Desk Operations, Testing/QA, Project Management. MS Project, Visio, UML. Microsoft Office (Word, Excel, PowerPoint, Publisher).

Due to frequent failure of project management milestones and repeated missed deliverables, facilitated SCRUM workshops, collaborated with pharmaceutical and biotechnology industry consultants to document clinical research development phases, GCP and GMP governances used by the software development team and the clinical end users. Established quality checkpoints and Gate project reviews.

RH DONNELLEY Morrisville, NC 1998 – 2000

Independent marketing media publisher(now Dex One)

Program Management Consultant, Quality Assurance - Information Technology Services Division

Recruited to champion, develop and implement an integrated Total Quality Management System (TQM) for IT Services division utilizing ITIL best practices guidelines. In collaboration with VP, developed the vision and overall strategic plan, designed and facilitated workshops for Executive team and department heads on TQM fundamentals, Six Sigma and change management principles. Microsoft Office (Word, Excel, PowerPoint, Publisher).

Established a yearly precedent and calculated initial baseline score for ongoing annual self-assessment exercises to ensure continuous improvement using Malcolm Baldrige Criteria for Performance Excellence.

Increased customer satisfaction 5% and employment satisfaction 8% within 10 months of program launch of new integrated business performance monitoring system that focused on Service Level Agreements, process re-engineering, and monthly performance metrics and Executive operational reviews of targeted objectives.

Received 2000 Divisional "People, Process, and Technology" award for leadership excellence.

NORTEL NETWORKS Research Triangle Park, NC 1984 – 1998

International telecommunications equipment provider

Progressive advancement from Regional Applications Development Manager, Senior R&D Training Manager,

IT Account Manager, Senior Quality Advisor, Senior Program Director.

Led the development of an integrated performance management model for startup multinational R&D division with annual operating budget of $35M; incorporated best practice methodology from Malcolm Baldrige Criteria for Performance Excellence, Continuous Quality Improvement (CQI), JIT practices, Six Sigma, Kaizen, SLA..

Spearheaded new product introduction model integrating multi-divisional R&D, Marketing, Manufacturing, Installation and Customer Service key processes into one best practice process shortening delivery time to customers 5 days; increasing customer satisfaction 15% and saving annualized $3M in development costs.

Led two successful ISO 9001 registration activities for multisite international software organization.

Championed implementation of continuous improvement program focused on causal analysis/root cause methodology resulting in three “zero-defect” software releases in two years; subsequent $7M contract extension. Improved employee productivity 25% and increased employee retention 10% over same two year period.

Educational Credentials

Master of Health Services Administration – Strayer University, Raleigh, NC

Master of Business Administration – Wake Forest University, Winston-Salem, NC

Bachelor of Science Business Administration – East Carolina University, Greenville, NC

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