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Over 20 Years of Verifiable Strengths and Success in Business Support and Operat
ions Management
Sharp Business Acumen ? Lean Management Professional- Six Sigma ? Business Devel
opment and Growth
An experienced, results-driven and goal-oriented Operational Management Professi
onal with an exceptional career history that includes leadership roles deliverin
g increased market share and financial performance in highly competitive industr
ies, creating and enforcing aggressive resource planning programs and identifyi
ng and capitalizing opportunities for business growth.
Eager to contribute and build client relationship management, strategic planning
, and internal team-building skills toward supporting the employer in optimizing
customer service, call center management, financial and operational performance
with six sigma and projected management skills. Qualifications include:
* Experienced in developing and implementing Customer Service Center operating p
lan, which is geared towards accomplishment objectives which operating unit effe
ctiveness.
* Excellent in communicating with managers regarding the implementation of progr
ams and provide directions for process/systems/work plan modification to fit bus
iness needs.
* Strict compliance to customer service standards and adept at investigating and
resolving escalated customer service inquiries.
* Career history includes developing and analyzing of budgets, reports, and fin
ancial data and developing operating unit budget in a timely manner, forecasting
financial and human resource needs.
CORE STRENGTHS
PROFESSIONAL EXPERIENCE
ROYAL JOHNSON CONSULTING, Vancouver, WA
Director of Operations Six Sigma. January 2008 to January 2010
* Managed design and development of Lean/Six Sigma training and delivery. Traine
d clients in the use of analytical tools and provided methodology implementation
support which improved business processes. Performed Human Resources and team b
uilding responsibilities.
* Directed the Six Sigma Program and facilitated activities of the cross-functio
nal Six Sigma team consisting of six Black Belts and three Green Belts.
* Successfully designed, founded, and facilitated the Service Contract Review Bo
ard, which was a cross-functional Virtual Team consisting of the VP of Service,
Facilitator, Regional Service Managers, Customer Service Supervisor, and the Con
tract Administrator and took ownership of developing, implementing, and continuo
usly improving the Service Contract Processes.
* Managed Service Organization's Virtual Project Teams. The teams established a
nd implemented process standards throughout the Service Organization.
Professional Affiliations:
* Member Human Rescore Management Association
* ASQ Member, Six Sigma
* Member American Dubai Chamber of Commerce
* Member, Project Management Association
* Chairman of the Board, Non-Profit Organization
Trainings and Certifications:
* PMP trained
* Six Sigma Green and Black Belt
* Human Resources and Development Course