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Customer Service Supply Chain

Maryville, Tennessee, United States
October 12, 2016

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Inspirational coach, lean leader and innovator experienced with improving people, processes, profitability, and client loyalty.

Masters of Arts in Organizational Management

International Assignments including southeast Asia, Europe and Mexico

Certified as a Six Sigma Black Belt

Advancing Responsibilities as Mfg. Engineer, Lean Sensei and Director

Certified in Lean Six Sigma

Experience in Automotive, Consumer Products and Healthcare


Cultural Transformation

Created Lean Strategies, Playbook and Training; Facilitated 100+ Learning Events

Pull Supply Chain Implementation

50+ KAIZEN Events; 80% Lead Time Reduction; >$10M Cost Savings

Cost of Poor Quality Reduction

75% Less Fill Rate Violations; 30% Improvement On-time Delivery; $2M Cost Savings

Claims Appeals Processing

70% Lead Time Reduction; 95% 1st Touch Resolution; 50% Lower Operating Cost

Product Customization

90% Order-to-Ship Lead Time Reduction; Elimination of 350K Sq. Ft. Warehouse


2014 – 2016 Director at Virginia Mason Institute Seattle, WA

Responsible for the Education Services business unit with a mission to inspire, engage, and guide health care organizations worldwide to understand and apply the Virginia Mason Production System in pursuit of the perfect patient experience.

Established the business unit’s strategic plan and cascading goals in alignment with Virginia Mason’s vision and mission.

Maintained effective visual communications system relative to customer experience, financial performance, and strategy deployment with all leadership levels including Board of Directors, Executive Team, Partners, and Clients.

Led the Institute’s product design, development, and delivery teams in providing more than 300 learning events serving 2,000+ health care Executives, Sr. Leaders, MDs, RNs, and staff.

Managed P&L of the Education Services business unit while generating more than 50% growth in revenues and net margins.

Established Net Promoter Score© as a driver for continuous improvement based on direct customer feedback, and increased the score more than 25% using lean methods to enhance set-up and delivery of learning events.

Facilitated the design of lean product development (agile) system that delivered new products to market in less than 90 days.

Contributed to the redesign and launch of the Institute’s website and enrollment system resulting in 40% reduction in errors.

2013 – 2014 LSS Black Belt at eviCore Healthcare Franklin, TN

Responsible for identifying and leading value stream improvement projects that supported strategic growth, customer satisfaction, quality, and productivity objectives. Facilitated, consulted, and engaged Directors and Business Area Leaders in the design and definition of future state objectives that met or exceeded overall strategic goals and operational needs.

Executive coach to the C-suite, customer services and medical management leadership teams on strategies to effectively implement lean principles and advanced problem-solving methods to transform eviCore’s culture.

Created and deployed a collaborative framework for cascading corporate strategy to tactical deployment (hoshin kanri).

Provided weekly consultation services to value stream owners within finance, customer service, and medical management.

Applied advanced analytics and identified ways to improve web-portal use resulting in a $250k annual cost savings.

Completed claims appeal value stream improvement project resulting in more than 70% lead time reduction.

2007 – 2013 Lean Sensei at Lexmark International Lexington, KY

Coach, teacher, facilitator, and change agent with a key focus on developing others to deeply understand and apply Lean Six Sigma philosophy, principles, and practices. Lean leader that practiced genchi genbutsu (go see, ask why, and show respect). Multi-site transformation with areas of engagement including sales, product development, global supply chain, and customer service.

Built lean competency around hoshin kanri, visual management, leader standard work, workplace organization (5S), etc… through ‘hands-on’ learning events with the global supply chain, sales, and development leadership teams.

Facilitated more than 50 value stream mapping and kaizen events within North America, China, Singapore, Philippines, and Thailand as part of the Global Supply Chain Operations strategic transformation plan resulting in more than $10M savings.

Developed and delivered training of Lexmark’s Practical Problem-solving process reaching more than 5,000 global employees.

Successfully led the lean transformation of a 1M square foot distribution and customization operation resulting in the elimination of 350k square foot warehouse and reduction of order fulfillment lead time by more than 85%.

Developed and deployed Lexmark’s Lean Transformation Assessment and Action Guide used for the expansion of a respect for people culture across the extended enterprise resulting in increased site performance in quality, safety, delivery, and cost.

2005 – 2007 Lean Champion at Dover Corporation Athens, TN

Primary advisor, trainer, facilitator, and change agent to workforce, including the C-Suite, on the critical steps required for a successful lean enterprise site transformation. Led value stream improvement projects in the areas of finance, engineering, quality, and operations with a strong focus on implementing business strategy and tactical plans based on clarity of purpose, visibility of processes, and development of people within the organization.

Developed the strategic and tactical roadmap for deployment of a lean enterprise business operating system across the TN site.

Directed more than 10 enterprise-wide value stream mapping sessions that identified critical constraints to cash generation while helping establish the company’s strategic direction.

Facilitated more than 20 kaizen events fueling the capacity for revenue growth, 100% increase in total inventory turns, more than 50% reduction of non-value added work, and an increase of 35% improvement in overall equipment effectiveness (OEE).

Served an instrumental role in changing paradigms and culture through hands-on involvement.

2003 – 2005 Director of Operations at Industrial *Powder Coaters in Knoxville, Tennessee

2000 – 2003 Assistant Director of Operations at *Liberty Enterprises in Knoxville, Tennessee

1997 – 1999 New Product Launch / Program Manager at MAGNA in Clinton, Tennessee

1995 – 1996 Advance Manufacturing Engineer at Johnson Controls in Plymouth, Michigan

1988 – 1995 Manufacturing Engineer at AlliedSignal in Maryville, Tennessee

Extensive early career experience for automotive tier-1 suppliers advanced my competencies of TPS (Toyota Production System), new product launches, lean system design and implementation. Increased my knowledge of product design, fabrication, assembly, quick change tooling, and lean inventory management. Developed skills to rapidly improve processes, and assure quality by designing and rapidly testing process capabilities, establishing standard work, and applying PDCA learning cycles. Provided decision-making information relative to production, labor, costs, and safety. Managed more than $30M in new product launches for Ford, GM, Honda and Toyota. As Director, I had full P&L responsibilities of multi-million dollar site with more than 100 employees.


Tusculum College, Knoxville, TN

2002 - Master of Arts, Organizational Management

1996 - Bachelor of Science, Organizational Management

Virginia Mason Institute, Seattle, WA

2015 - Leadership Certification Virginia Mason Production System (mentored by Chihiro Nakao of Shingijutsu)

Villanova University, Philadelphia, PA

2006 - Six Sigma Black Belt Certification

2005 - Lean Six Sigma Certification

Technical Strengths

Toyota Production System, Virginia Mason Production System, Deming Management Method, Total Quality Management, QS9000, TS16949, Advanced Product Quality Planning Process, New Product Introductions, Program Management, Kotter’s Change Methods, Crucial Conversations, Excel, Word, PowerPoint, Access, Minitab, AutoCAD, Salesforce, WordPress


Volunteer, Hiking, Kayaking, Cycling and College Football

*Companies acquired and facilities closed.

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