PROFESSIONAL SUMMARY
Results Driven Six Sigma Green Belt with strong technical and communication skills, exceptional project management, problem solving and analytical skills seeking to obtain a position in Process Improvement, Project Management and/or Business Analyst.
Certified Six Sigma – Green Belt Process improvement
Budget tracking and forecasting People development and leadership development
Knowledgeable of Lean Advanced in Excel, Word, Access, PowerPoint
SQL Project lead knowledgeable of PMP methodologies
Microsoft Reporting Services Knowledgeable of database design
Microsoft Reporting Services Knowledgeable network design and infrastructure
PROFESSIONAL EXPERIENCE
TIME WARNER CABLE, Milwaukee, WI 2005 – Present
Time Warner Cable Inc. is one the largest providers of video, high-speed data and voice services in the United States, connecting more than 15 million customers to entertainment, information and each other.
Operations Support Center – Supervisor/Analyst (2012-Present)
Management and analysis of process, procedures and functions of Dispatch and Field Operations, including tech management; professional development and coaching; resource management, metrics reporting, implement and drive standardization of operational processes and procedures. Directly responsible for 19 direct reports and 55 indirect employees.
• Saved $430,000 in truck roll cost and reduced truck rolls by more than 8,300 by creating processes and procedures and effectively managing team
• Provided performance – based metrics and improved dispatcher efficiency and customer relationships by through utilization and management of Access database.
• Reduce escalations by 50% through management on cross-functional teams.
Technical Operations - Technical Analyst (2005 – 2012)
Analyzed daily, weekly and monthly budget and operation activity for Field Operations compared to division and corporate goals. Implemented best practices to increase Division and Regional in-efficiencies.
• Provided on schedule and project rollout of various projects utilizing project management, including project planning, execution, quality, communication and cost.
• Created custom reporting for Technical Operations department through planning, design, execution, data validation and development of training.
• Applied data analysis methods to guide Executive Leaders on critical improvement areas.
• Forecasted and tracked budgets of $52 million for operational activity and initiatives.
• Created performance-based reporting for monthly, quarterly and annual regional scorecard for 600 techs, 34 supervisors and 3 directors.
• Implemented $52K regional software system rollout of 3rd party tool for Division to identify areas of improvement for customer satisfaction and corporate image.
• Produce real-time reporting on critical operational activity through development of Access database.
• Decreased customer missed appointment windows from 9.78% to 7.85% by utilizing six sigma process and methodology.
• Implemented best practices to provide standardization and improvements in data acquisition.
TRISEPT SOLUTIONS, Milwaukee, WI 1999 – 2005
Client Services Analyst <...
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