Process Engineer Program Manager

Process Engineer

Areas of Focus: Information Technology/Healthcare Services/Financial Services

Qualifications Profile

Action oriented human centric leader with extensive experience in complex project management and business transformation. Technically proficient, certified SCRUM and Lean Six Sigma Black Belt experienced utilizing quality tools and techniques to streamline processes and minimize organizational waste.

Proven success leading complex initiatives by bringing teams together, opening channels of communication and building bridges of collaboration. Demonstrated ability to think strategically, act tactfully and navigate proficiently in rapidly changing environments. Trusted business partner who communicates clearly, builds consensus, and delivers outcomes.

Areas of Expertise

Change Management Lean Project Management Continuous Improvement Agile/ Scrum

Business Analysis and Transformation Active Security Clearance

Summary of Skills

Passionate about delivering practical solutions that increase revenue, reduce cost, and improve efficiency.

Ability to problem-solve and exercise independent judgment in management of business operations.

Adept at leading motivating and influencing interdisciplinary teams in a virtual environment.

Exceptionally strong communicator, able to break down complex issues into succinct discussion points.

Skilled at coaching, empowering, people to build trust, work collaboratively to solve problems, and deliver outcomes.

Professional Experience

Ascendum Digital Solutions

Process Engineer (Consultant), Anthem, Clinical Experience 5/2021 – Present

Perform in depth analysis of the end-to-end Utilization Management (UM) Letter Generation Process.

Conduct work sessions designed to document current state processes, map the value stream, identify process gaps, bottlenecks, and opportunities for rapid improvement.

Introduce quality tools and change management concepts to determine root cause of process pain points, brainstorm solutions, and recommend strategies to streamline and optimize the UM Letter generation processes.

Plan and facilitate Rapid Improvement Events (RIE) targeted to use the “voice of the employee” (VOE) to remove waste from processes and envision future state.

Guidehouse Consulting

ERM Change Management Managing Consultant, Healthcare Practice 4/2020 – 4/2021

At the Department of Health and Human Services (HHS): Aligned with Enterprise Risk Management (ERM), to advance a culture of accountability while proactively addressing the multitude of issues brought about by the Covid-19 crisis.

Delivered strategic plans, recommended tools, and solutions to achieve value from business transformation.

Lead current state assessments of business challenges and developed improvement roadmap.

Actively listened to diverse perspectives to unify teams and drive informed decision making.

Developed and maintained project documentation including project plan and weekly status reports.

Planned and facilitated client work sessions and delivered group presentations, and leadership briefings.

Unissant Inc., Herdon, VA

Deputy Program Manager Data Management and Technical Support

at the Armed Forces Health Surveillance Branch (Unissant) 6/2019 – 4/2020

Advanced the Data Management and Technical Support mission within the Armed Forces Health Surveillance Branch (AFHSB), the Defense Health Agency (DHA), and the Department of Defense (DoD).

Maintained PMO focus on key performance indicators (KPI’s): On-time Delivery, Quality and Efficiency

Managed and mentored a dedicated team of technologists supporting a large Oracle data warehouse environment with peripheral web-based applications, multiple extract, transform, load (ETL) data processes, and extensive analytical capabilities support.

Evaluated mission critical requirements, constraints, and current technology capabilities to optimize platforms and services to support AFHSB’s health surveillance mission.

Planned, deployed, and monitored the Oracle database and Informatica upgrades and data migration.

Engaged and collaborated with program leadership, AFHSB and DHA technical teams to solve data management issues, remove barriers and ensure the program maintained a healthy cadence.

Projects

Independent Management Consultant 2013–2019

Provided management consulting services to Fortune 100 companies, and federal and state agencies including:

Process Engineer, Customer Experience, United Health Group, Minneapolis, MN

Identified, measured, and utilized program KPIs for a highly visible customer experience improvement program.

Steered efforts in enhancing customer satisfaction scores 2.5% in six-months by standardizing closed loop processes.

Synthesized complex, data, succinctly communicating insights to stakeholders to facilitate action.

Mentored and coached project team members ensuring tools necessary for success were available.

Process Engineer, Customer Relationship Management Feasibility Study, San Francisco County Health Plan, San Francisco, CA

Led a feasibility study to determine how current technology applications supported the County’s business goals.

Conducted a competitive analysis of Customer Relationship Management (CRM) and Business Process Management (BPM) tools to determine optimal solution.

Documented and delivered CRM analysis based on feature and functionality, training, and implementation cost.

Identified opportunities to improve processes with, and without technology.

Lean Six Sigma Blackbelt, Nexus IS, (Dimension Data), Pleasanton, CA

Partnered with Director to stand up the business process management practice.

Collaborated with DevOps to present a unified team focused on continuous improvement and delivery to customers.

Held accountability in facilitating daily stand-up meetings, participating in sprint planning, mapping workflow, and maintaining Kanban and Storyboards.

Planned and conducted value stream mapping (VSM) and complexity VSM mapping workshops focusing on waste identification.

Program Manager, Program Management Office (PMO), Kaiser Permanente, Oakland, CA

Program Managed the deployment of Kaiser’s EPIC Health Connect system across the Ambulatory Care Centers in Northern California.

Deployment responsibilities included chairing meetings with the Epic Software team, Medical Providers, Business, Compliance and Technology representatives to review test results, plan practitioner training prior to the launch of a highly sophisticated information management and delivery system.

Collaborated across different disciplines including finance, marketing, sales, and engineering to align to shared goals.

Program Manager, Information Technology Group, Kaiser Permanente, Oakland, CA

Managed and directed the entire lifecycle of a complex, cross-functional KP-IT project around test data.

Delivered an end-to-end process that continuously replenished de-identified patient information used to test features and functionality of Kaiser Permanente’s Internet portal.

Ensured stakeholders were engaged and continuously consulted on deliverables for their functional areas.

professional experience

Cisco Systems, Raleigh, NC

Business Operations Manager, Process Optimization and Innovation, Global Finance Shared Services, Raleigh, NC 2010 - 2013

Accelerated improvement projects by guiding project teams, champions, and process owners on concepts of continuous improvement (CI) and the application of Human Centered Design and Lean and Six Sigma tools.

Managed complex strategic initiatives involving large cross-functional teams in a virtual environment.

Created, tracked, and maintained project plans to support transformation roadmaps.

Cisco Systems, San Jose, CA

Program Manager, Americas Sales Acceleration Salesforce.com Implementation, San Jose, CA 2012

Primary lead for the Americas Services Acceleration program an initiative launched to simplify business processes and support a $7B sales pipeline across North and Latin America by implementing the Salesforce customer relationship management (CRM) tool.

Led workshops to address application development on the Salesforce platform.

Provided guidance and recommended changes in alignment with defined business strategy based on the outcome of strategic planning sessions with third-party vendors and subject matter experts.

Collaborated with worldwide training to conduct end user training ensuring sales and operations teams optimized CRM tool, videos on demand, (VOD’s), and interactive wiki staffed to respond to sales questions.

Cisco Systems, San Jose, CA

Interim Program Manager, Goal-to-Commission Program, Worldwide Services Sales, San Jose, CA 2011

Demonstrated leadership skills in directing a $50M multiyear program that lost visibility during a corporate reorganization.

Assumed responsibility in building structure and governance processes, auditing project documentation, as well as escalating and clearing roadblocks.

Prioritized the standardization of project plans and simplification of executive reports by designing heat maps and dashboard reports available “on demand.”

Chaired weekly status, monthly steering committee meetings, and quarterly executive presentations.

Coordinated the successful realignment of the program by identifying and engaging stakeholders.

Established and maintained meaningful relationships with business partners based on integrity and trust.

Cisco Systems, San Jose, CA

Lean Six Sigma Black Belt, Decision Capabilities and Transformation, San Jose, CA 2010

Achieved the delivery of $260K in cost savings by mentoring and coaching Green Belt improvement projects relating to Human Resource Information Services (HRIS), Employee Onboarding Processes, Global Procurement Operations, and Financial Close Processes

Led catalyst labs (based on Kaizen & GE Work Out), providing a safe environment to solve problems with innovative ideas, collaboration, and consensus.

Earlier Career with Highlights

Ernst & Young LLP, Washington, DC

Manager, Performance Improvement 2009 - 2010

Maximized the performance of multidisciplinary teams conducting current state assessment of the financial close processes at a government-sponsored enterprise (GSE) by clearing roadblocks, escalating issues, and ensuring milestones were met on an accelerated timeline.

JP Morgan Chase, Seattle, WA

First Vice President, Operational Excellence Finance 2007 - 2008

Delivered $1.2M in quantifiable benefits and cost avoidance by coaching 6 Green Belts and 4 Project Champions from project selection through completion and OpEx certification.

Planned and executed Rapid Improvement workshops, introducing practical quality tools used to solve for root cause of process breakdown and customer pain points.

Citigroup, San Francisco, CA

Vice President Strategic Initiatives Manager, First Collateral Services Warehouse Lending

Program and Project Manager 2004 - 2007

Served as the driving force in the successful execution of Salesforce.com, resulting in the elimination of paper-based reporting.

PricewaterhouseCoopers, LLP (PwC), San Francisco, CA

Principal Consultant, Financial Services (FS) Management Consulting Services 2000 - 2002

Strategically directed and documented a data governance strategy, policy, procedures, and roadmap that formalized a corporate-wide data governance program including a data stewardship framework.

Strategically consulted on “day one communications” in the Change Management Office (CMO) during the merger and integration of Hewlett Packard and Compaq.

Bank of America, San Francisco, CA

Vice President, Merger, and Integration Program Management Office (PMO) during the BofA/Nations Bank merger

Vice President, Technology Operations Liability Risk Manager 1996 -2000

Engaged in a high visibility program initiated to analyze large volumes of complex customer data, behavior patterns, product use, and demographics across the Bank.

Teamed with data scientists, credit risk, technology, Fair Isaac, and executive stakeholders to develop predictive models used to monitor and decision ATM and demand deposit transactions.

Education

Master of Arts in Leadership

Saint Mary’s College of California, Moraga, CA

Bachelor of Arts in Management

Saint Mary’s College of California, Moraga, CA

Professional Development

Certifications

Project Management Professional (Villanova University)

Executive Master Certificate Lean Six Sigma Black Belt

Lean Six Sigma Black Belt (Villanova University)

Salesforce Administration Certification

Certified Scrum Master (ID:001193539 active through April 2023)

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