Quality Assurance Continuous Improvement

Francis Acho

St Cloud, MN ***** • 320-***-**** • *******@*****.***

SUMMARY:

Highly motivated Lean Six Sigma Black Belt with extensive experience in process improvement, quality assurance, and operational excellence. Proven track record of leading cross-functional teams, optimizing workflows, and driving significant cost savings and customer satisfaction. Skilled in conducting root cause analysis, implementing corrective actions, and delivering sustainable continuous improvement programs.

EXPERIENCE:

Wells Fargo Home Mortgage (St Cloud MN)

Process & Product Quality Assurance Engineer (2011 – 2024)

• Led cross-functional teams to develop and execute process improvement initiatives that enhanced operational efficiency and reduced cycle times by 60%.

• Collaborated with senior leadership to implement Risk and Control Self-Assessment (RCSA) programs, identifying and mitigating key operational risks through the creation of process models and control documentation.

• Facilitated end-to-end process mapping for home preservation workflows, reducing complexity and improving performance across workstreams and investor groups.

• Mentored project teams on process documentation best practices, promoting consistent and repeatable execution that improved customer experience and outcomes.

• Championed efforts to reduce process complexity, cycle times, and defects, resulting in a streamlined and more efficient organizational workflow.

• Ensured alignment of documented processes with project goals, incorporating upstream and downstream checkpoints for accuracy and impact analysis.

• Spearheaded Change Management initiatives based on portfolio performance metrics and overarching strategy for Home Mortgage

Wolters Kluwer Financial Services (St Cloud MN)

Process & Product Quality Assurance Engineer (2005 - 2008)

• Led Lean Six Sigma DMAIC initiatives to enhance cross-functional business processes, reducing cycle times, costs, and improving overall operational efficiency.

• Spearheaded the C-Form Development project, reducing cycle time from 31 to 10 days and cutting costs by $250-$500 per form, while eliminating waste and exceeding customer expectations.

• Directed the finance month-end close improvement project, reducing customer compliance complaints by 95%, defects by 91%, rework by 94%, and cycle time by 93%, resulting in

$111,718 in annual savings.

• Established robust controls to ensure process improvements were sustained post- implementation in collaboration with process owners. ENGENIUS, INC. (Schoolcraft, MI)

Process & Product Quality Assurance Independent Auditor (2003 - 2004)

• Performed objective audits to ensure process compliance with industry standards, reducing project risk by 30% and improving peer review defect rates by 30%.

• Reported audit findings to teams, resulting in timely corrective actions and the documentation of lessons learned for continuous improvement. EDUCATION

Master’s Degree – Computer and Information Systems University of Detroit Mercy, MI, USA (1999)

Bachelor’s Degree – Law

University of Yaoundé, Cameroon (1990)

CERTIFICATIONS & TRAINING

• Lean Six Sigma Black Belt – Virginia Polytechnic Institute

• Quality Audits for Improved Performance – ASQ

• Introduction to Capability Maturity Model Integration – Carnegie Mellon University

• Peer Review Team/Moderator Training – Wolters Kluwer Financial Services

• Managing Outsourcing Contracts – The George Washington University School of Business SKILLS & TOOLS

• Process Mapping & Improvement (iGrafx)

• Risk Assessment & Mitigation

• Continuous Improvement (Lean Six Sigma)

• Data Analysis & Reporting

• Tools: iGrafx, Jira, Microsoft Office Suite

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