Strategic Business Process Improvement

CARMELIA WRENN

Chicago, IL ***** 312-***-**** ********@*****.*** https://www.linkedin.com/in/carmelia-wrenn-5a097235/

Operations Management

Delivering real business solutions through efficient process improvement and strategic business planning.

Solutions-driven, analytical professional with experience delivering results, building high performance teams and creating business transformations through effective business processes and system improvements.

Able to provide support to complex projects, identify risks and resolve issues in order to complete projects that achieve business objectives.

Innovative team player who can execute solutions that maximize resources and carry out project scope on time and within budget.

Successful track record of team building and leadership focusing on increasing efficiencies and cost savings while maintaining high quality.

Technical proficiency in Microsoft Word, Excel, Access, PowerPoint; Microsoft Project; Visio; Sequel Database; ERP Software.

AREAS OF EXPERTISE

Project Coordination

Process Improvement

Team Management

Strategic Development

Vendor Management

Cost & Risk Management

Account & Contract Management

Quality Assurance

Project Scheduling

PROFESSIONAL EXPERIENCE

PEOPLE’S GAS & LIGHT, Chicago, IL October 2016 – Present

Employee Development Coordinator

Responsible for the team which manages training and education development for Gas Operations employees in support of employee development and technical training strategies for Illinois utilities.

Provides analysis feedback, reporting and recommendations on employee development/training needs and trends.

Business Lead and Support on projects for union employee development and change management efforts.

Provides coordination and analytical support on small to medium projects

Contact Center Team Leader

Coach, train and develop 17 Consultants to ensure service levels meet customer needs and corporate goals; successfully achieved 80% service level goals daily to forecast.

Analyze team and individual statistics, prepare reports, devise and implement incentive programs to improve metrics while delivering optimal quality standards.

Administer performance management by diagnosing improvement opportunities, providing effective feedback and training and utilize corrective action plans to meet operational objectives.

Spearhead project implementation of quality assurance program; execute process improvement initiatives within Customer Service department.

Provide daily reporting for improvement opportunities as related to voice of customer survey results while maintaining a 94% customer satisfaction rating.

AVANT, Chicago, IL July 2015 – October 2016

Customer Operations Section Manager

Managed and led a team of 20 service personnel ensuring effective project definition, planning, development and delivery.

Reviewed business processes, standards and procedures; advised management on recommendations for continuous improvement.

Provided coaching, mentoring and training to staff in order to improve performance to meet all goals and metrics.

Participated in strategy meetings to identify risks and opportunities for system efficiency and operational results.

Monitored and measured customer interactions and customer satisfaction to recognize root causes and influence behaviors to increase positive customer feedback.

EPIPHANIA BLU CORPORATION, Chicago, IL May 2011 – July 2015

Director of Restaurant & Catering Operations

Developed and implemented processes to achieve business and financial goals; achieved break-even results for start-up cost within 6 months of opening business.

Instituted company business plans to focus on key objectives through utilization of Project Management life cycle map to implement work breakdown structure tools for business launch.

Engaged managers and associates to ensure common operating systems, service standards and employee relations practices were maintained to overcome anticipated obstacles.

Oversaw sales, profitability, expense control, inventory control, purchasing and merchandising and regulatory compliance.

Tracked sales data and forecasted operational trends and analysis, existing and emerging brands and allocated resources in order to meet project deadlines.

CRICKET COMMUNICATIONS, Chicago, IL December 2008 –April 2011

Customer Operations Manager

Managed a staff of 16 responsible for inventory control, in-store technical support and customer service.

Assisted staff with inventory audits and reports for profit and loss for Northwest Indiana and Chicagoland territory.

Analyzed and audited processes to develop and enhance existing policies for improvement.

Conducted New Hire training covering systems, processes, wireless equipment and customer services/sales skills.

Collaborated with executive leadership team on strategic initiatives providing recommendations for internal and external sales, customer service and technical expertise to streamline operational procedures.

Prepared and presented quarterly operations presentations for Senior Level Executives, reporting customer sales, accounts receivables/payables, root cause of customer complaints and customer satisfaction results.

AXA-ASSISTANCE USA, Chicago, IL March 2006 –April 2007

Quality Assurance Development Manager

Developed, planned, educated and implemented new Quality Assurance program and benchmark scorecards to solve departmental problems, improve operational results and increase customer satisfaction to achieve 90% of goal.

Collaborated with internal teams to analyze current state versus desired business results to determine and recommend best business practices and systems.

Provided counsel to supervisors as a calibration on measuring team performance and partnered to create recognition programs to motivate team members to meet performance factors.

Provided weekly reporting to indicate the effectiveness of new program on overall customer satisfaction and compliance to company standard operating procedures.

Completed Quality Assurance program implementation within 9 months; monitored, reported and managed program in day to day operations for 90 days to ensure a smooth transition to internal stakeholders.

ADDITIONAL EXPERIENCE

Technical Customer Service Coordinator (2005 – 2006) VERIZON WIRELESS, Elgin, IL

Quality Assurance & Training Supervisor (2003 – 2005) PROFESSIONAL EDUCATION INSTITUTE, Burr Ridge, IL

Corporate Quality Analyst (2002 – 2003) APAC CUSTOMER SERVICE, Deerfield, IL

Customer Operations Supervisor (1999 – 2002) VERIZON WIRELESS, Westlake, TX

EDUCATIONAL BACKGROUND

DeVry University, Online

Bachelor of Science in Technical Management, Concentration in Project Management

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