Black Hawk, Colorado, United States
Carolyn Ferreira is a specialist in operational excellence currently leading internal fraud risk prevention and mitigation initiatives at TTEC. Before joining TTEC, she managed enterprise-wide software implementations. She has 15 years of experience in process improvement, data-driven decision-making, change management, and customer-focused innovation. Her favorite knowledge areas to practice in are continuous improvement, customer experience, and technology enablement. Carolyn has received multiple certifications during her career, including becoming a Lean Six Sigma Black Belt, a Certified Scrum Master, a certified Change Leader, and a New Product Development Professional. After completing a B.S. in Mechanical Engineering from Lehigh University in 2011, Carolyn went on to receive her M.S. in Manufacturing Systems Engineering, also from Lehigh University, and an MBA from the University of North Carolina at Chapel Hill. She completed both of her master's degrees online while working full-time and is passionate about continuing education.
Head of project execution for fraud risk management department, focusing on service delivery operations. Currently acting as owner of BPO Fraud Risk Assessment design, enhancement, execution, reporting, and review. 3 Direct Reports.
Executing large-scale global initiatives in the following areas: - employee engagement and retention - fraud mitigation and prevention - new country entry - payroll and performance plans
Design, implement, and execute strategic portfolio management at TTEC as a special assignment, full-time for 4 months - including portfolio prioritization and optimization, resource management and capacity planning, project intake/initiation and pipeline management, capital labor tracking, and roadmapping - while supporting project and program delivery and execution, project management standards and governance, risk identification and mitigation, and performance measurement - and supporting digital transformation efforts through the selection and implementation of a Project Portfolio Management (PPM) tool
- Use superior communication, presentation, and influence skills to solicit, validate, and influence customer value outcomes, and ensure the engagement team is aligned to deliver to those outcomes - Lead project teams for customer success through execution and maintain achievement of budget and utilization targets; Plan engagements and maintain delivery team and customer adherence to plans in a way that that assures project profitability while assuring accurate forecasts, maximizing resource utilization, and enabling the completion of projects within budget and on schedule - Responsible for developing the customer value roadmap, aligning value goals with key customer stakeholders, and for driving the value roadmap to develop additional opportunities with the customer that deliver additional customer value - Support pre-sales activities to drive prospect confidence during the sales cycle; Support the sales team on strategies, knowledge sharing, and approaches in a way that assures Sopheon is in the best position to win a new customer or expanded customer opportunity and to follow through with a successful implementation of Accolade - Coach and guide customer stakeholders, sponsors, and project teams - understand and interpret customer needs and business processes and provide consulting on best practices Areas of Expertise: Portfolio Management, Resource Management, Process Management
Engagement Leader, Innovation Domain Expert, Business Consultant, Solution Expert •Lead and plan customer engagements to develop and implement solutions for customers leveraging Sopheon Accolade software and Industry best practices in Stage Gate Process Management, Ideation Management, Portfolio Management, and Long-term Planning •Conduct workshops to gather business requirements and design inputs with interdisciplinary/cross-functional customer teams •Act as an advisor to the customer on how to best utilize Sopheon’s Accolade solution functionality and apply Innovation Performance best practices to satisfy business needs •Manage customer communication, status reporting and project budgets •Develop advisory relationships with key customer stakeholders to identify and develop future business opportunities Industry experience: Aerospace and Defense, CPG, Food and Beverage, Chemical Internal Position: Community Outreach Coordinator
•Independent consultant for Axalta working with customer body shops in the southwest United States (Colorado, Utah, Nevada, Wyoming, New Mexico, West Texas) •Investigate and implement process improvements to reduce cycle time, increase productivity, and decrease costs •Facilitate training sessions on a variety of process improvement topics such as 5S, process mapping, repair planning, and damage analysis •Examples of some work completed: -Lead a training and practice session in 5S -Taught a course on continuous improvement -Facilitated a training on the repair planning process -Helped a shop to map out their current process, determine what changes they wanted to make, and develop a plan for how they wanted to implement the improvements -Signed customers up for online training and instructed them on how to use the system and which courses to complete -Helped a shop find low cost marketing tools to get more people to their shop -Helped a shop improve their estimating process to increase their parts ordering accuracy and decrease their cycle time -Completed an estimating audit to let the shop know how much more they could be making in not-included items -Organized a parts supplier appreciation luncheon -Completed OEM audits for shops for Audi, Porsche, and Honda -Helped develop a relationship with a target shop and presented the proposal to convert them to Axalta from a competitor -Gave a shop the necessary tools to begin tracking their data more accurately and to learn more about their shop’s performance -Completed a layout analysis for a shop adding an addition on the side of the shop and purchasing some new equipment
DuPont Performance Coatings re-branded as Axalta Coating Systems •Completed Lean Six Sigma Black Belt training with BMGI in Denver, CO •Internal consultant to Axalta business units •Mentored six personnel through Lean Six Sigma Green Belt training •Improved blocked stock process by reducing time to determine disposition by 1.9 months for a savings of approximately $900,000 •Lead the development of a new productive Heavy Duty Truck product to satisfy new customer requirements for bake time and temperature, consisting of a new clear coat, base coat, and activator, which lead to an increase in revenue of approximately $5 million per year •Moved color development process for a new product quality from Mexico to Virginia to improve quality and capacity in order to successfully support the launch of the new product •Proposed critical work streams, collected key learnings, mapped process, and proposed improvements based on a project that handled the transition of a major Multi-Shop Operator •Completed the Financial Validation and process development for the “lift and shift” of a new specialty business segment that was transitioned from Refinish to Liquid Industrial which lead to a savings of $1 million, encompassing channel changes and compensation updates •Mapped out North America Procurement Pay Process from initial requisition to final payment and saved about $200,000 through reduction in accidental repeat payments to suppliers •Updated the Axalta Training Program for a major brand in order to better connect training to sales of those products
DuPont Performance Coatings business split from DuPont to form a separate entity and was sold to the Carlyle Group • Develop standardized process and work collaboratively with supply chain to minimize defects and optimize budget performance • Provide process, materials, and/or equipment engineering technical expertise to manufacturing operations to maintain production performance, using Six Sigma and Lean Principles for statistical analysis and continuous improvement • Participate as part of a team to upgrade products and processes by implementing modifications ranging from incremental daily improvements to major technological projects and gain training as a project team leader • Develop improved process instrumentation and control strategies, process safety, yields, capacity and uptime performance
• First rotation of DuPont Field Engineering Program located at a DuPont Performance Coatings Plant, which specializes in refinishing paint manufacture, providing beneficial knowledge in batch manufacturing and chemical processes • Was chosen as one of only 300 employees in the program out of 60,000 employees. • Role was as a Manufacturing Technology Engineer with focus on the manufacturing floor and raw material warehouse
• Designed and implemented an inventory supermarket for Impact Tools lines that used 5S to increase productivity • Lead two Kaizens; one of which reduced Impact tool changeover time by 87%, equating to a $6000 gain per changeover • Reviewed quality issues and assessed DC tool allocation on the piston pumps lines, reducing cost from $117,000 to $75,000