ROBERT J. KINNEY

*** ***** ***** ** *********, MN 55901 contact:215-***-****, ad2iyi@r.postjobfree.com

CAREER SUMMARY

Six Sigma Black Belt and licensed CPA specializing in process improvement and analytics. Experienced change agent with health insurance, financial services, and higher education.

PROFESSIONAL EXPERIENCE

07/2022 – 11/2023 eBay San Jose, CA

Business Process Engineer – Global Customer Excellence

Maintain key customer contact process flows while identifying opportunities for savings.

Coordinate Q&A workflows supporting most frequently asked questions.

Develop effective and consistent customer responses for team members using ProVision process flows and Oracle Knowledgebase.

Articulate processes for end-to-end customer interactions based on FAQs with completed document to be built to Agile system (Jira).

Develop testing criteria to meet User Acceptance Testing for teammate correspondence.

Act as a liaison between customer inquiries and workflow applications.

Interpret, review, and create question & answer catalog of commonly asked questions to enable process change for process systems to align with customer inquiries.

Create monthly reporting using Kanban board in Jira maintaining ongoing rate of improvement.

05/2022 – 07/2022 Centene (Aston Carter contractor) remote

Business Process Consultant

Identify activity-based costing process improvements.

03/2022 – 05/2022 New York University (Modis contractor) remote

Contractor/Consultant – Business Analyst

Business process analysis driving process improvements throughout the project management organizations. Resolve process improvement PMO challenges.

Create Project Management and Process Improvement training for 60+ PMO roles to develop soft skills, process improvement, change management, and project progression.

Develop adjunct faculty communication and capture critical elements for scheduling and pay utilizing ServiceNow in Workday. Supporting 13 NYU schools in collecting adjunct course elements and presenting consistent.

07/2021 – 01/2022 Mayo Clinic Rochester, MN

Quality Associate – Facilities Management (contractor)

Created process framework, process mapping (Visio), data analysis (Minitab, Excel), and opportunities to develop efficient use of resources. Implement a 5 Year Plan to critically analyze use of facilities resources (~1,200 facilities employees, $300 million annual budget).

Train and mentor quality group in use of MS Office, Minitab, and analytics for data analysis.

Facilitate quality improvements using Project Charter, Fishbone, Diagram, Kaizen Event, FMEA, Chi Square, ANOVA, Regression Analysis, Value Stream Map, and related tools.

Apply Lean Transformation to non-medical operations optimizing use of Facilities construction projects and resources.

Train and implement Lean Transformation within Quality group and Facilities operations.

09/2020 – 06/2021 MN State Department of Education Rochester, MN

Instructor – Rochester Community & Technical College, Business Department

Teach traditional and asynchronous Accounting and Business Operations courses.

07/2014 – 09/2020 Wells Fargo & Co. Minneapolis, MN

Senior Business Process Engineer – Consumer Lending Group

Lead process improvement efforts across Home Lending portfolio focused on applying DMAIC, DMADV, Lean, and Project Management methodologies to successfully complete process improvement efforts and realize targeted benefits.

Coordinated communications efforts to build User Interface into mortgage process for recording Communication Notes (standardized and reportable 5 Cs of credit).

Implemented Single Point of Contact (SPoC) for customer service management of borrower processing and centralized electronic document repository.

Trained and mentored Six Sigma practitioners in achieving Green/Black Belt certification.

Created reporting dashboard and timing of aging of loans to help prioritize varying types of residential mortgage closing ~45,000 loans per month.

Establish processes to clean up and clear out mortgages that had stalled or halted progression.

Utilized Information Technology Infrastructure Library framework to manage 40,0000+ mortgage closures per month.

Support average monthly mortgage closure with intent to mortgage closure of less than 30 days.

10/2008 – 07/2014 Educational Testing Services Princeton, NJ

Senior Business Process Consultant (BPC)

Executed process improvement projects and supervised 4 Business Process Consultants, 2 interns, and 2 contractors utilizing Six Sigma DMAIC and Lean. Facilitated Six Sigma training to 225 trainees resulting in average saving of $1.7 million annually.

Increased test site utilization rate from 47% to 91% in Texas Teacher Licensure utilizing Lean.

Conducted all Six Sigma Green Belt, Black Belt, Lean, and operational improvement training.

Assess and determine root cause(s) of Corrective Actions and Preventative Actions (CAPA).

Develop super process perspective to illustrate and manage process approach to business dynamics.

10/2006 – 10/2008 UnitedHealth Group Fort Washington, PA

Finance Manager – Six Sigma Black Belt 09/2007 – 10/2008

Supported Six Sigma process improvement methodology. Lead and manage all Six Sigma projects under the AARP insurance umbrella.

Developed competitive analysis for strategic management within Medicare products.

Defined, measured, and analyzed Prescription Drug Event process and clearly identified twelve key process defects.

Six Sigma Black Belt Project Manager – AARP Insurance Solutions 10/2006 – 09/2007

Managed operational process improvement projects. Developed curriculum and taught Six Sigma Green Belt & Yellow Belt courses.

Managed projects utilizing Six Sigma DMAIC/DFSS-DMADV and Lean methodology.

Established Check21 banking technology to automate check deposits reducing manual processing, execution time, and risk resulting in estimated annual savings of $154,187.

Reduced examiners claim errors and imaging defects in resulting in $427,000 in annual savings.

10/2005 – 09/2006 Merrill Lynch – Mutual Fund Operations Princeton, NJ

Assistant Vice President – Six Sigma Black Belt Project Manager

Managed financial services process improvement projects utilizing Six Sigma methodology. Mentored and trained Six Sigma Green Belts on Mutual Fund operations-based projects.

Reduced prospectus size and formatting resulting in $1.1M savings annually utilizing Lean.

Reduced distribution costs by $90,000+ for offshore proxy mailing utilizing DMAIC.

08/2004 – 10/2005 NRG Energy, Inc. Princeton, NJ

Senior Accountant – Payroll Operations

Managed general ledger accounts relating to compensation, insurance and tax. Account for benefits and deferred compensation relating to FAS 87, 106 and 123.

Managed equity and deferred compensation for multinational electricity producer.

Analyzed data imports from vendors for coding accuracy biweekly basis to properly account for all compensation and book related accruals.

09/1994 – 07/2004 Princeton University Princeton, NJ

Assistant Manager, Payroll Department

Responsible for biweekly and monthly payroll processing including state/federal tax filing. Managed payroll operations, taxes, and manage Payroll Office personnel for 12,000 payees.

COMPUTER SKILLS

Proficiency with MS Office, PeopleSoft, JDEdwards, Concur, Minitab, iGrafx, ProVision and Sigmaflow. Experience with Google Drive and related applications.

EDUCATION

Philadelphia University Philadelphia, PA

Master of Business Administration, GPA-3.9/4.0 2004 graduate

Temple University Philadelphia, PA

Bachelor of Business Administration - Accounting 1997 graduate

Six Sigma Black Belt (Lean, DMAIC, DFSS) – Merrill Lynch 2005

PROFESSIONAL AFFILIATION

Certified Public Accountant (CPA), NJ Division of Consumer Affairs, lic. #20CC03593200

Six Sigma Black Belt – Merrill Lynch (Six Sigma Academy) 2005

Master Black Belt – Educational Testing Services 2011

Author – Pass the CPA Exam, ISBN 978-0-9906930-0-0, 2014

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