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Rosis Lugo, CSSBB, PMP, FLMI

McKinney, TX 75070

(469) 288-9582


Evaluate, improve and oversee business strategies, processes and supporting technologies
Implementation of Lean Six Sigma (LSS) Programs and Quality Methodologies | CBAs - Financial forecasts
Process Improvements to increase performance and efficiencies | High-performance teams development

Dynamic problem solver and relentless collaborator across multi-functions to increase teams
comprehension and consensus on the right things to do, at the right time, with the right resources.

Expert at steering healthcare IT teams to identify the root causes impeding the consistent development
&/or deployment of complex, innovative solutions, as well as develop and implement multi-year, multigenerational roadmaps to meet strategic, longer-term plans.

Seasoned transformation leader (13+ yrs.) with an effective and consistent track record of leading and
managing enterprise-wide initiatives and programs. Budgets have ranged from $100K to $20MM.


(Seventh largest pediatric health care provider in the United States)

2014 2015

Performance Improvement & Transformation (PI&T) Leader

Led the development, implementation & integration of CHs Process Improvement and Transformation
Initiative. Led 8 key initiatives in the revenue cycle management, clinical services (care management
integration), and staffing effectiveness arenas.

Development and socialization of the 2014-2017 Roadmap to yield 3% in operational cost reductions
and 3% market share growth (year-over-year); implementation of the needed metric dashboards.
Partnered with the PMO to increase benefits, efficiencies and cost saving opportunities.
Baselining and analysis of interfaces between claims data, clinical data and IT to gauge effectiveness.
Training, coaching &/or mentoring of 100+ Yellow Belts, Green Belts, Black and Master Black Belts.
Development & implementation of the PI&T Community of Practice (CoP) to holistically support process


2009 2014

Six Sigma Consultant, IT Operational Excellence (OpX)

Led and facilitated the analysis, design, development and implementation of diverse process improvement
roadmaps that transformed key processes and services, increasing customer satisfaction and market share
while increasing operational effectiveness and efficiencies.

Collaborated with key leaders to drive a culture of continuous improvement and operational excellence.
Customized continuous improvement (CI) programs to position organizations to yield expected results.
Business process analyses to identify and address gaps, risks, impacts and their organizational priority.
Developed, diagnosed &/or validated the proper controls to consistently support the CI/OpX gains
made including development & implementation of 24/7 dashboards that also gauged CI maturity.
Led the development & deployment of the standardized UHG IT Closed-Loop RCA Methodology
(trademarked), decreasing high-impact quality issues in ITs Production environment by 85%.
Streamlined OpXs education programs increasing the number of LSS practitioners by 76%.
PI/CI initiatives and programs yielded over $20MM in soft and hard savings.



2006 2009

IT Performance Manager, Individual Markets Group, Retail Technology Strategic Delivery

Resourced, led, coached and mentored a pool of over 50 program & project managers (PMs) in the
delivery of over 150 projects & programs, ranging from $35,000 to $1.7 million per project/program.

Consistently met over 95% of resource demands across 7 portfolios.

Developed and implemented a holistic staffing model to ensure best fit by portfolio.
Co-developed & implemented the Retail PMs Metrics Program, increasing forecasts accuracy by 20%.
Collaborated with the PMO, Office of the CIO, and IT Capability Development program to:
Develop the most holistic PMO practice by melding process improvement and PM methodologies;
Developed, implemented, managed & monitored the PMOs governance structure & its processes;
PM standards based on PMO (Agile/Reiterative/Waterfall) & PI methodologies (LSS).
By 2008, 85% of the projects were delivered within scope, time, cost & quality.

AETNA INC., Hartford, CT

2004 2005

Multi-Functional Project Manager, Individual, Small Group (SG) & Medicare

Led projects and initiatives that delivered new and innovative solutions through improvement of key
processes. Collaborated with the PMO, QMO & IT teams to improve or optimize results.

Led the development & implementation of the first Sales Tracking & Reporting web-based application.
Reduced $500K from yearly operating costs by bringing outsourced application support in-house.
Led & facilitated negotiations between SG & Medicare to implement the processes and system
requirements to accurately administer the yearly Compensation Plans, resulting in overhead reduction
of $250K/year.
Within 2 months, facilitated workout sessions between SG, Medicare, Middle Markets & National
Accounts to finalize a new integrated Medicare Advantage & Supplement product offering, resulting in
market share increases of 3%.


2002 2004

Disability Systems Manager/Six Sigma Green Belt

Led & managed system and architecture projects and enhancements that saved over $250K/year.
Managed application resources 24/7. Represented the Quality organization as a facilitator, coach and
mentor for 25+ teams.

Customized Six Sigma materials for training, tutoring & coaching for financial services.
Prepared over 20 associates to pass the GB exam within 6 weeks, meeting critical certification goals.
Collaborated with Quality Leader & Master Black Belts to develop and implement a holistic dashboard
for over 40 organizations within 3 months.
Sponsored performance and process improvement events to accelerate the adoption of Six Sigma.

M.S. Organizational Development; Minor: Project Leadership and Mgmt., Regis University, Denver, CO
B.S. Business, Minor: Financial Services, Charter Oak State College, New Britain, CT
Project Management Professional (PMP), since 2002
Six Sigma Foundational (5S) Lean Certified (UnitedHealth Group), 2012
Six Sigma Black Belt Certified (UnitedHealth Group), 2013*
Fellow of the Life Management Institute (FLMI), 1998
*Expert proficiency in applying DMAIC, Kaizen, Change Acceleration Process, 5S, DMADV, PDCA, Quick Sigma, Rapid
Decision Making and Value Stream Mapping Workouts, and the SDLC, Agile, Waterfall & Iterative PM methodologies.