Summary: Customer focused, results oriented with deep experience in bridging the gap between customer needs, business objectives and quality execution. I provide actionable expertise, leadership and innovative solutions operationalizing processes, talent and systems resulting in customer and stakeholder satisfaction.
123 Your Street
Woodstock, IL 12345
Shamrock Ethics, Production & Operations Consulting Woodstock, IL — Principal Consultant
July 2018 to Present
Advise decision makers on finding value-add opportunities to increase customer engagement, pipeline capacity, reduce rework and increase employee engagement and resolve the gaps between internal business units and external customers with a focus on KPI improvement. Partnering with clients across a variety of industries. Designed business processes, quality controls, and staffing model to promote a collaborative, cohesive delivery model for a healthcare benefits management company experiencing a software delivery lifecycle transition Prescribed critical success criteria, client risk impact scorecard, and cross-functional KPI reporting for a benefits administration call center seeking to increase customer engagement and results Optimized medical device assembly workflow to integrate with automated robotic technology, promoted KPI targets and related employee development plans for a medical technology manufacturing company experiencing market share growth Standardized project implementation process, resource accountability, milestones, communication templates and escalation plans for a business & technology consulting firm experiencing rapid client growth
Hewitt Associates, Aon Hewitt, Alight Solutions Lincolnshire, IL — Senior Customer Consultant, Project Manager
July 1996 to September 2017
Senior Customer Consultant/Project Manager, 2011 – 2017 Operations Manager, 2004 – 2011 Project Manager, 2001 – 2004 Business Analyst, 1996 – 2001 Throughout my 20-year career and variety of roles in distribution and logistics, inventory warehousing and records management, my core focus has been to maintain collaborative relationships with customers, operational teams, technical service providers, and key stakeholders. Define and communicate customer requirements. Ensure operational delivery and project KPI’s are met and customer expectations are exceeded. Defined and implemented innovative solutions by establishing lead practices and process improvements including systems integration to reduce cost and outperform leading industry standards Successfully led production and customer support teams to meet client expectations and business objectives. Minimized risk of performance penalties through internal quality audits, asset management, defect analysis, performance management, and promoting a culture of excellence Developed communication and escalation plans to ensure visibility and accountability for client delivery and disaster recovery Managed the design, implementation, execution and continuous improvement of distribution tracking system and routes
Moody Bible Institute Chicago, IL — Bachelor of Arts -
SOFTWARE PROFICIENCIES MS Visio, MS Project, MS Office Suite, SharePoint, PeopleSoft, Lotus Notes, JIRA, Maestro
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