Customer Support Continuous Improvement
Resume:
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PROFILE
With ** years of experience
supporting organizations' Lean
initiatives, I have developed expertise
in Lean methodologies, tools, and
continuous improvement, including:
• Lean Thinking / Lean Tools
• Kaizen, VSM, Continuous
Improvement, Standard Work, 5S
• Huddle boards, Leadership Coaching
• Team Facilitation / Team Building
• Measuring Effectiveness.
• Auditing and Reporting Systems.
• Adult Learning.
• Training Development and Delivery.
A proven track record of success in
managing teams, driving change, and
delivering customer focused, revenue-
generating, cost reduction initiatives.
I apply a pragmatic, flexible, Swiss
army knife approach, leveraging a
deep toolbox of understanding,
competencies, and skills.
WORK NOTABLES
• Won the Malcolm Baldrige National
Quality Award issued by the
President of the United States
• Developed content and Trained
hundreds of companies &
governments on Lean Quality
• Performed over 20 customized
keynote presentations.
• Led two large scale corporate Lean
Transformations
• Over 40K hrs. classroom training
• Over 800 hrs. of content developed.
• Expert at group facilitation
• Expert at training tracking,
reporting, and effectiveness.
WORK EXPERIENCE
LEAN KAIZEN November 2020 to Present
Independent consultant – Deliverable based projects.
• Conducted effectiveness audit of 3000 associate Lean training deployment.
• Designed and executed Lean Agile software development factory. (Kaizen)
• Executed stockroom Kanban (1200+ SKU). (Kaizen)
• Executed employee suggestion program. (Kaizen)
HONEYWELL May 2007 to November 2020
Operations Director – Honeywell SaaS Support Services Achieved 46% reduction in operating cost/ increased service performance.
• Managed global customer support team of 250+ associates.
• Managed global support strategy, team, and communication plan.
• Executed associate, on-boarding, career path and cross training programs.
• Executed lean tools and methodologies.
Sr. Improvement / Lean Mgr. –Customer Support Services Executed and managed introduction of Best-in-Class customer support
• Program managed the Aero wide customer support strategy redesign.
• Program managed introduction of new Network Operations Center
• Program managed introduction of new 24/7 Concierge Level Call Center
• Project managed technology deployments (SFDC, NICE, JIRA, Confluence)
• Developed customer and associate on-boarding training.
• Developed and delivered muti media on-line new hire training. Sr. Improvement Mgr. Lean Training - Aerospace HQ & R&O Campus Achieved First Attempt Lean Certification for the 2300 associate campus.
• Managed project, communications and change plans.
• Managed project schedule, status, risk, and escalation communications.
• Developed and managed Lean deployment schedule.
• Executed team coaching, consulting, audits, and metric scorecards.
• Executed PMO tools to enable, track, manage and report improvements. Quality Manager - Aerospace R&O Facility
Accredited with reducing operating cost by over $20M.
• Team management of site inspectors and adherence to Standard Work
• Drove continuous improvement thinking and improvements. o PM corporate learning mgmt. system (LMS) selection / deployment o PM SFDC deployment and established support structure. o PM NICE, Confluence, and other technology deployments o PM engine workflow lean redesign; shop wide anodon’s. o PM reengineering of engine test labs and workflows o PM repair parts Kanban execution
o Conducted 100+ Kaizen / VSM events.
John Lagos
*************@*******.***
EXPERT SKILS
• Lean thinking; Lean tool utilization
• Kaizen, Value Stream Mapping,
• Continuous process improvement
• Facilitation, Consultation; Coaching
• Project, Program Management
• Leadership; People management
• Team Building; High performance.
• Training development; Delivery
• Analytics; Metrics; KPIs; Scorecards
• Customer Support; Support Systems
PERSONAL VALUES
• People are our greatest asset.
• The Customer pays the bills!
• Learn and grow every day.
• Failure is never an option.
• Live Lean; Data drives improvement.
• Save more than your cost.
• Enjoy what you do every day!
CERTIFICATIONS
• Lean Master
• Six Sigma GB
• TQM Trainer
• Team Facilitation
• Consulting Services
• Training Development
• Training Delivery
• Adult Learning
• Organizational Design
• Organizational Change
EDUCATION
Bachelor of Arts
West Chester State University
WORK EXPERIENCE CONTINUED
AT&T Oct 1991 - May 2007
Training Director – Flagship Call Center Customer Support Project Managed 2.6M initiative to automate support handbook
• Program managed training development and delivery for 2000 person call center – 80 Hrs. Per Year
• Developed teams training development and delivery skills.
• Executed training tracking and effectiveness performance scorecards.
Call Center Customer Support Leader - Malcolm Baldridge Award The Win was credited with a full 2-point increase of AT&T stock
• Wrote the customer support section of the application.
• Develop agent and operator readiness training.
• Coordinated and trained 100-person remote Train the Trainer team.
• Tracked and managed site visit reporting
• Managed win “Visit Day” – Showcased Lean - Influenced over 500 companies and conducted 17 keynote presentations
Process Improvement Consultant
Accredited with reducing operating cost by over $7M
• Delivered 1000’s of hours of classroom training.
• Program Managed Call Center Transformation to Lean
• Developed and managed agent call monitoring program
• Provided training, coaching, support to 100s of teams.
• Provided executive, management, peer and customer coaching. FINAL CONSIDERATION
I am an experienced professional with expertise in Lean methodologies, including continuous process improvement, project and program management, Kaizen, Value Stream Mapping, and Lean tool utilization,
With 30+ years of experience in Lean, I possess transferrable skills that have driven improvement to both manufacturing and services organizations. My practical approach to achieving operational excellence includes expertise in leadership, team building, training, facilitation, coaching, analytics, and customer support. I am confident in my ability to drive process improvements and deliver high-quality coaching across industries.
I am excited to have you review my CV and look forward to discussing my qualifications further in an interview.
Contact this candidate