LATOYA WILLIAMS

*** **** ***** ******, ******, OH 44123 § 216-***-**** § ad0bxt@r.postjobfree.com

PROCESS IMPROVEMENT PROFESSIONAL

Team Leadership § Continuous Improvement § Data Analysis § Communications P ROFESSIONAL P ROFILE

Highly conscientious, focused, and effective process improvement professional, with an extensive track record of excellence in every professional endeavor. Stellar record of successfully collaborating as an interdepartmental liaison across the organization, with both technical and non-technical team members to achieve corporate objectives. Strong organizational skills, with ability to coordinate, facilitate, prioritize, and multi-task. Advanced skills in developing and delivering high-quality presentations and proposals. Super-user and credentialed trainer in multiple programs, including SAP applications, CRM, ARM, and Service Scheduling. Reliable, and accurate, with superior attention to detail. Excellent interpersonal communication skills. Outstanding problem-solving and critical thinking skills. Effective under pressure in fast-paced, deadline-driven environment. Highly self-motivated and energetic, with positive work attitude and strong work ethic. Learn new information quickly, and eager for new challenges. S ELECTED P ROFESSIONAL E XPERIENCE

SPAROOM, BEDFORD HEIGHTS, OH 2022-PRESENT

Process Manager / Business Analyst

Selected to improve the efficiency of business processes. Utilize a deep understanding of business management to enhance efficiency and reduce costs of established processes, develop improvement strategies, and facilitate change. Collaborate with cross-functional teams to standardize processes and drive consistency across the organization. Identify and implement lean and continuous improvement methods to enhance production volume while exceeding quality standards. Analyze the efficiency and costs of existing business processes. Conduct root cause analysis and performance metrics tracking. Conduct efficiency audits, and continually seek improvements in overall quality. Onboard new customers and provide oversight of all third party vendors for EDI-mapping. Stay current with the latest technology and improvement strategies. Conduct ongoing analysis of processes to ensure accordance with industry regulations.

§ Track record of identifying opportunities for improving key processes, implementing new business processes, reducing staff costs, decreasing production costs, and improving production times.

§ Effectively implemented AQL 2.5 method to reduce risk during final product inspection.

§ Developed corrective action process for informing customers and suppliers about non-conforming materials.

§ Manage annual RS audits to ensure manufacturer’s compliance with sourcing and sustainability audit programs.

§ Update SOPs and manufacturing control plans continually, ensuring consistence with operational changes.

§ Initiated and implemented a new tracking template and Risk Assessment Committee. AMERIGAS, BROOKLYN HEIGHTS, OH 2020-2022

Logistic Operations Supervisor

Developed and led a newly created Service Operations team to align with the organization’s centralized call center mode, requiring significant agility, collaboration, and vision in the implementation of new processes, tools and metrics. Led team of direct and indirect reports responsible for optimizing field technician routes, coordinating schedules with field teams, optimizing full resource utilization, and processing billing. Utilized skills in oversight from initial customer request, to final completion and billing. Oversaw company compliance with operational policies to ensure safety was the highest priority. Directly supervised up to 38 employees, including hiring, training, discipline, and performance evaluations. Managed customer escalations and provided root cause analysis to drive cross- functional improvements. Collaborated with field leadership to address resource conflicts and developed strategy to hit KPI targets and prioritize customer satisfaction. Reviewed billing for accuracy and timely processing. Recorded employee attendance, personal / vacation time, and leaves of absence. Handled payroll and special projects.

§ Key leadership role in launching a new service operations department from the ground up, ensuring that all aspects align with the organization’s centralized call center model.

§ Engaged with key stakeholders on process development and streamlining initiatives.

§ Monitored dashboard metrics to drive improvement on KPIs.

§ Created a universal form to track productivity and accountability among team supervisors. LATOYA WILLIAMS § Page Two

S ELECTED P ROFESSIONAL E XPERIENCE, CONTINUED

§ Reduced open escalated cases by 80%, while enhancing focus and improving daily manageability.

§ Developed a new employee engagement plan based on team member feedback.

§ Implemented weekly commercial sales funnel review, resulting in reducing scheduling time from over 5 days to 2, and invoicing customers within 48 hours of completion. CLEVELAND CLINIC, CLEVELAND, OH 2004-2020

Department Manager / Admission and Transfer Call Center, Beachwood, OH (2016- 2020)) Managed the overall performance of over 50 employees. Collaborated with staff to maximize customer satisfaction, streamline procedures, and improve bottom-line profitability. Carefully balanced workloads to meet targets, developed preventive maintenance programs, and implemented upgrades. Determined call center operational strategies involving needs assessments, performance reviews, capacity planning, and cost/benefit analyses. Managed quarterly budgets, identified state-of-the-art technologies, and defined user requirements. Prepared call center performance reports involving gathering, analyzing, and summarizing data and trends. Developed and reviewed training and course materials for new hires and continuous education. Handled annual performance reviews. Contributed valued analysis to organizational strategic plans and reviews. Maintained high level of professional and technical knowledge by tracking emerging trends in the industry.

§ Directed and coordinated multiple major information systems projects.

§ Introduced and delivered technology for development training.

§ Recognized for excellence, with promotions to new positions with added responsibilities, five times. Department Supervisor / Admission and Transfer Call Center, Beachwood, OH (2014-2016) Oversaw the department’s training in areas of new technologies and process changes. Monitored programmatic compliance, and ensured appropriate follow-up with non-compliant staff. Maintained staff by recruiting, selecting, orienting, and training employees, and developing personal growth opportunities. Provided team leadership by coaching employees, and by planning, monitoring, and appraising job results. Conducted training, and implemented systems, policies, and procedures. Advised on training concerns and consulted on training materials.

§ Extracted information, conducted analysis, and developed reports for presentations with computer software.

§ Controlled expenses by scheduling expenditures, monitoring variances, and implementing corrective actions. Supervisor / Outpatient Taussig Cancer Center, Cleveland, OH (2012-2014) Supervised a team of 20 employees. Analyzed data and statistics to determine the level of customer service performance achieved by the team. Worked proactively with management team, and resolved system issues.

§ Tackled issues, responded promptly to customer queries, and ensured timely problem resolution. Department Work Leader / Admission and Transfer Center, Solon, OH (2009-2012) Fielded calls from referring physicians from multiple states regarding transfers into the Cleveland Clinic Health System in a call center environment. Served as key communicator for the team, supporting procedures, policies and administrative services.

M ILITARY E XPERIENCE

UNITED STATES NAVY 2001-2002

Payroll Clerk

E DUCATION

CAPELLA UNIVERSITY

Bachelor of Health Care Management (coursework completed 2020) Academic Achievement: GPA 3.7

A DDITIONAL P ROFESSIONAL T RAINING

Lean Manufacturing § Data Analysis § Continuous Improvement § Quality § Leadership Training C ERTIFICATIONS

EPIC § SQL § Emergency Preparedness

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