SUMMARY
Process Engineer and Business Analyst Professional with over 10 years of experience working in the environmental solutions and transportation industry. Comfortable in interacting with all levels of the organization and public. Negotiate and problem solve quickly, accurately, and efficiently using the DMAIC Methodology. Adept at multitasking to achieve individual and team goals. Diverse background includes customer service, training, deployment, process improvement and quality. Experience in many functional areas including Sales, Operations, Customer Service and Finance organizations. Committed to quality and excellence.
Specialties: Business Process Analysis • Process Design and Improvement (DMAIC Methodology) • Strategy • Quality Assurance • Software Use and Requirements Documentation • Cross Functional Team Leadership • Metrics • CRM • ERP
PROFESSIONAL EXPERIENCE
WASTE MANAGEMENT, INC., Fort Collins, CO / Houston, TX 2002 – 2012
Business Process Analyst, Business Solutions Group 2008 – 2012
Managed all aspects of Business Process Standardization and Improvement for many different functional departments within Waste Management. Worked as a liaison between the business owners and IT leaders. Coordinated with SMEs to determine business and user requirements, created multi-dimensional process flows and use cases, for process improvement opportunities. Facilitated cross-functional workshops and round table meetings. Reported directly to the Vice President of Operations Strategy.
• Re-Engineered and improved the customer service processes to increase speed and accuracy for the Siebel Implementation. Assisted with requirements, user acceptance testing, end user training, data gathering, and metrics.
• Assisted with the Siebel business case – a multi-year initiative to develop and implement a Siebel order-to-cash process to the front end of an internally created / maintained revenue management application, creating efficiencies and standardized business practices.
• Worked with over 100 stakeholders, and business owners to update, re-write and create new policy and procedures.
• Managed process map creation, and re-engineering for the company, resulting in hundreds of process flows and updates from various internal departments.
Development Analyst, IT 2006 – 2008
Worked with IT leaders to help define business and end user requirements. Contributed to the technical mapping for interfaces into the SAP Waste and Recycling solution. Assisted with functional specifications and creating procedure documents for end users. Created training documents and assisted with SAP training classes. Actively supported Market Area and site staff for 16 months including training, go-live and post go-live support for the SAP pilot program.
MELISSA A. MORRISSEY PAGE TWO
WASTE MANAGEMENT, INC. (Continued)
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