Overview

SOFTWARE SKILLS:

WORK EXPERIENCE:

Optum, Eden Prairie, MN Certified Lean Six Sigma Master Black Belt
2011 - 2019

Managed project plans, including scope, strategy, and communication plans for enterprise-wide healthcare projects that delivered process and system improvements. Utilized DMAIC, DMADV, LEAN, Design for Six Sigma (DFSS), Business Process Management (BPM), Kaizen, and other Six Sigma tools to significantly improve existing processes or to implement new business processes. Trained and mentored Lean Six Sigma Black Belts, Green Belts, and Project Champions to ensure project success. Identified and prioritized potential projects based on Net Promoter Score (NPS), customer impact, and corporate strategies.

Optum, Minnetonka, MN Certified Lean Six Sigma Black Belt
2009 - 2011

Manage project plans, scope, strategies, and communications for medium to large healthcare and financial systems projects that deliver process and system improvements. Utilize DMAIC, DMADV, DFSS, BPMS, Kaizen, LEAN, and other Six Sigma tools to significantly improve existing processes and to create new business processes.

• Trained Lean Six Sigma Black Belts and Green Belts
• Business Owner for Agile Six Sigma Process Improvement
• Managed large scale corporate projects
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CH ROBINSON, Eden Prairie, MN Six Sigma Black Belt and IT Project Manager
2004 - 2009

Managed project plans, scope, strategies, and communications for medium to large-scale IT projects that delivered process and system improvements. Utilized DMAIC, DMADV, DFSS, BPMS, FMEA, LEAN, and other Six Sigma tools to significantly improve existing processes and to create new business processes.

• Reduced cycle time. Redesigned a corporate portal, request forms, and business processes to reduce end user time spent requesting services by 75% while eliminating redundant callbacks by 80%.

• Established customer-focused service levels and significantly improved service fulfillment from 50% to 90%. Created exception and escalation processes for managing unique or unusual requests.

• Improved system availability for customer reporting. Reduced data latency defects in an IT system by 99% improving customer access up-to-the-minute data from 65% to 99.9% during core hours.

• Benchmarked and established IT position descriptions with industry-relevant salary ranges.

• Conducted cost-benefit analyses and obtained approval for system improvements. One bill tracking system had a $75,000 annual cost, yet analysis revealed a net cost savings of $1.3 M over four years.

• Created measures and Key Performance Indicators (KPIs) using readily available tools such as Excel.

• Facilitated cross organizational discussions to map out high level business processes, established process Key Performance Indicators (KPIs), and incorporated Capability Maturity Models (CMMI).

• Established 'use case' requirements based on voice of the customer analysis and solicited Requests for Proposal (RFPs) for purchased IT systems.

• Mentored, trained, and designed instructional materials for Green Belts, Black Belts, project champions, and quality improvement teams using Six Sigma concepts and techniques.

• Facilitated rational analysis sessions using Kepner-Tregoe techniques.

• As a corporate trainer, developed content and delivered Six Sigma Black Belt, Green Belt, and Champion training sessions.
  

CWC, Mankato, MN Technical Customer Service/Quality Improvement
1994 - 1996

Provided computer technical support for automotive software customers. Provided statistical analytical support of problems, trained new employees, and documented department processes.

• Simplified call center metrics and implemented Pareto analyses to improve problem resolution and to focus initiatives around customer and strategic issues.

• Designed and implemented statistical methods to provide call center metrics and to improve call center processes

• Documented processes in an ISO 9000 initiative.

• Initiated a new-employee mentoring system to improve customer service, to facilitate knowledge transfer, and to enhance skill development.

CARGILL, Mankato, MN Quality Assurance and Technical Services Manager
1989 - 1994

Managed two flour quality laboratories and provided technical service for bakery and flour customers. Served as the focal point for key customer contact. Led quality improvement projects. Designed and conducted quality seminars for customers and suppliers.

• Resolved customer and product performance issues at customer sites.

• Revised nutritional labels and established a new product launch process to assure regulatory compliance.

• Supervised analytical test methods across divisional laboratories. Researched and implemented TLC (thin layer chromatography) method for the analysis of Vomitoxin in fusarium damaged wheat.

• Chaired facility safety committee and trained staff in materials handling and MSDS.

• Established a HACCP program and conducted product purity audits.

EDUCATION:

MBA, Executive Management, University of Minnesota Carlson School of Management,
Minneapolis, MN
BA Chemistry (Minor Economics) Minnesota State University,
Mankato, MN

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