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Business Process Consultant Resume Samples
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0-5 years of experience
Aided in maturing and sustaining quality strategy and process improvement across enterprise-wide IT integrator program valued at $450M.
- Key contributor to program's first joint Lean Six Sigma Process Improvement Project with government customers. Collaborated with stakeholders to establish improved process, implementation, and communication and training plans. Support all project meeting transcribing/distributing minutes and action items.
- Increased contract's process improvement award fee category by 3%
- Initiated proposed Quality Office reorganization strategy for better alignment with organization's future business model and contract option year requirements
- Led the development of the program's quality management plan deliverable -- submitted to the customer on time
- Monitored program performance via program reviews and other customer forums to proactively identify opportunities for increased engagement and better team resource allocation
0-5 years of experience
High-profile business process development role, with emphasis on legal services workflow management and process redesign. Managed training and adoption of Litigation Services matter management platform, with accountability for current state analysis, requirements development, future state process redesign, simulation and testing.
- Led quality improvement effort to redesign Designated Counsel response procedures and reduce inquiry resolution time by 10%.
- Directed four autonomous Litigation teams through a strategic realignment and standardization of legal processes, resulting in optimized service delivery model.
- Designed and implemented a set of standards, policies, and procedures to more efficiently manage legal cases workflow and reporting.
0-5 years of experience
Change Advisory Board (CAB) Chair and Enterprise Change Management Process Owner for the state of Georgia. Develop and maintain Change Management metrics for infrastructure and telecom systems. Perform RCAs / MPRs and quality audits for major incident recovery efforts as they occur. Developed / establish Problem Management process meet ITIL expectations. Collaborate with operational teams to create and evaluate recommendations to improve process and recovery efforts. Monitor and intervene accordingly SLA vendor voicemail service between GTA and Unified Arts.
- Vendor Manager responsible for the outsourced voicemail system SLAs and on-line reporting.
- Reduced the number of major services interruptions (incidents) infrastructure and network related from twenty-four (24) per year in 2006 to one (1) for 2008.
- While conducting Root Cause Analysis (RCA) managed support team resources to identify, assign, track, and implement over one hundred sixty (160) corrective and pro-active action items.
- Built partnerships and improved communication between support teams and agencies to further the maturity Change Management and increase ITIL compliance.
- ITIL Certified in IT-Service Management (ITSM) Foundation V2 and V3
- Developed and implemented electronic forms to standardize information collection and customer driven reporting related to RCAs.
0-5 years of experience
Review and re-engineer existing business processes to address gaps and increase proficiencies. Serve as the Enterprise Change Advisory Board (CAB) Chair and Enterprise Change Management Process Owner for the state of Georgia. Maintain full accountability for IT production changes and overall stability of IT enterprise infrastructure that supports 300 plus state agencies in 159 counties. Develop and maintain Change Management metrics for infrastructure and telecom systems. Perform RCAs / MPRs and quality audits for major incident recovery efforts as they occur. Developed / establish Problem Management processes to meet ITIL expectations. Vendor manager responsible for SLA compliance and website reporting for the states outsourced voicemail service utilizing vendor Unified Arts.
- Reduced the number of major services interruptions (incidents) infrastructure and network related from twenty-four (24) per year in 2006 to one (1) for 2008.
- While conducting Root Cause Analysis (RCA) managed support team resources to identify, assign, track, and implement over one hundred sixty (160) corrective and pro-active action items.
- Built partnerships and improved communication between support teams and agencies to further the maturity Change Management and increase ITIL compliance.
- ITIL Certified in IT-Service Management (ITSM) Foundation V2 and V3
- Developed and implemented electronic forms to standardize information collection and customer driven reporting related to service interruptions.
0-5 years of experience
Sourced vendor field and directed all Business decisions to create a Target specific Video Analytics System (People Tracking, Object Removal, Traffic Mapping, etc.)
- Developed five concepts that warranted patent filings; one which was recently issued a patent and one which has a patent published
- Created a Guest Insights framework for merchandising teams to leverage $150M Target specific IP video platform to identify customer traffic, conversion, and instocks.
- Directed over 100 Merchant projects focused on obtaining Guest Insights through the utilization of video; components included identifying project scopes, determining sample sizes and measurements plans, and compiling results to be shared with all levels of the organization.
- Conducted over 100 presentations with audiences ranging from the CEO to summer interns and groups of up to 200 employees.
0-5 years of experience
Created Source to Pay strategy for three workstreams and orchestrated $1 million of cost savings in 2012 and $27 million of anticipated savings over three years.
- Identified discounting savings opportunity of $8-$13 million.
- Facilitated vision session, value stream event, and workshops.
- Prepared and presented executive presentations.
- Master Black Belt trained. Mentored belts and taught Green Belt and Yellow Belt classes.
- Acting HR Continuous Improvement Champion (Q4 2011) and Leader of Outside Services Project (2010-2011)
0-5 years of experience
Derived, created and implemented highly complex business logic for BI Sales, Healthcare data flows
- Managed ongoing production support and collaborated with development team to improve and stabilize critical business entities including enterprise sales, Healthcare and ad hoc Healthcare support systems, Ad hoc Amazon pricing and Clearance processes.
- Developed and streamlined processes to ensure business data integrity, accuracy, usability and efficiency
- Provided guidance to developers, analysts, technical management and BA on business needs and processes fir all subject areas.
- Ensured BI data is current, accurate and business ready at all times
- Proficient in SQL, SAS, Microstrategy, on UDB, Oracle Teradata and SQL Server BI platforms
- Created POC, designed and implemented Sales Type metrics that are used throughout [company name] Enterprise Managed BI Data Accuracy for a $4 billion annual Healthcare business
- Honored with the 2012 [company name] National Best team Award - Mechandising for Amazon Pricing
- Recipient of SVP award for Pharmacy production implementation
0-5 years of experience
Enthusiastic in leading projects using project life-cycle phases (start-up, planning, execution and close-out) in all project complexities. Assess and define project requirements driving initiatives of future implementation. Source, negotiate and manage internal/external vendors. Highly pro-active performing well in a multi-task environment.
- Analyze and develop processes analyzing work flow structure
- Create project plans with budgeted costs, materials and progress reports
- Managed multiple projects within a $9M establishment creating financial reporting and reconciliations
- Created a formulated revenue and job cost report to compare production of work complete
- Managed system network and software
- Create and deliver presentations to management on proposed project goals
0-5 years of experience
- Created process models using the Savvion BPMN modeler to facilitate moving users to the BPMS system, resulting in both immediate efficiency gains and positioning the company for further automation
- Established best practices to coordinate order management among diverse workgroups, including eight newly-acquired companies with a total value of over $5b.
- Led cross-departmental change management efforts to gain stakeholder agreement, presented to business leaders, conducted early demos and Q&A sessions to ensure business alignment
- Documented business requirements, performed system testing, delivered training, and created detailed reporting
0-5 years of experience
Implementation
- Implemented JDA Transportation Manager and [company name] Backhaul Trip functionality worth a savings of $34M per year
- On-boarded Cognizant Technology 3PL to the project mid-flight supporting the $100M overall project deliverable
- Built [company name]'s integrated supply chain knowledge management tool and trained cross functional teams on new functionality
- Led the scoping, planning, implementation, and execution of the project pilot and proof of concept ofJ DA I2 TM for Trip planning
0-5 years of experience
Implementer of change management, strategy development, and operational improvement
- Annually increase profits by 10% through competitor pricing market research.
- Create and update business policies and procedures.
- Team up with Owner and Staff to improve daily processes and reduced employee turnover by 3%.
- Contact and verify personal references for applicants.
0-5 years of experience
Designed and executed support processes for business units being transitioned to common SAP enterprise system from various independent legacy systems. Business areas supported included Treasury, Accounts Payable and Accounts Receivable.
- Partnered extensively with each group, defining and refining business requirements for support model leading to common support processes and timing between teams with few exceptions.
- Led user-acceptance testing with each business area, ensuring all requirements for support were met.
- Trained and publicized new support model to business areas and teams, providing support and preparing all parties for go-live.
- Documented and published support model, training materials, FAQs and other important material, assisting in transition to long-term sustainable state.
6-10 years of experience
- Served as the subject matter expert (SME) for Sr. Director of Customer Satisfaction on 20+ different products.
- Tracked, prioritized and managed resolution of escalated issues coming into the executive team from all of North America. Calls comprised of 75% Technical -i.e. Website issues, 15% customer service and 10% sales issues.
- Coordinated meetings with customer service managers; advised on best practices and agent issues.
- Analyzed and reported root cause issues on 200+ monthly customer satisfaction surveys.
- Resolved 20+ complaints/suggestions monthly using Monster's dedicated Twitter account.
- Monitored and scored 500+ quality assurance sessions while advising on how to correct customer service shortcomings on both service and business processes.
- Provided service and reporting for 6 sales representatives servicing Fortune 500 accounts; each rep managed ~100 accounts globally yielding upwards to 600 reports.
