Greater Phoenix Area
I am a continuous improvement leader passionate about people, problem solving, lean thinking, design thinking, Six Sigma, and data based decision making. I firmly believe that understanding and influencing people is the most important part of process change. There are many tools and methodologies that enable companies to improve their business, but the heart of continuous improvement is always people.
At ClearCaptions, I lead and guide the design, implementation, and sustainability of operational frameworks that improve efficiency, scale, and service delivery. I work with people to identify and implement change efforts that accelerate growth and customer satisfaction. I work every day to build a culture of continuous improvement that empowers people to improve the way they work.
Developed enterprise-wide BPI (Business Process Innovation) training materials. Delivered BPI Green Belt Level course instruction. Mentored and coached Green Belt level students and their projects. Facilitated over 60 process improvement projects leading teams to solve problems through application of continuous improvement methodologies. Facilitated large scale Kaizen Events leading cross functional teams to improve KPIs; e.g., decreased cycle time of training program by 30%; increased client NPS by 30 points
Co-facilitated Green Belt course and mentored Green Belts Successfully led a refund initiative that reduced corporate refund rate by 80 basis points Led the deployment of a refund policy change that included training, communicating and providing policy resources to front line staff and leadership Decreased Average Handle Time of out of policy refund calls by 4.35 minutes per call
As a member of the Claims Process Engineering team, I led process improvement projects in the Claims department. Conducted time study observations of all claims divisions gathering task times and discovering opportunities for improvement through process observation and interviews with front line staff and business leaders Value stream mapped the claims loss reporting process identifying improvement opportunities Facilitated process mapping and value stream mapping sessions with front line staff and business leaders Facilitated internal Lean and continuous improvement training to process teams Deployed Hammer’s process maturity model within the claims organization to measure and baseline the qualities of a mature process driven organization
Helped shape the global agenda of the PEX Network and improve the quality of learning opportunities and resources for Lean, Six Sigma, continuous improvement, and BPM practitioners. Contributed to a monthly column on the PEX Network "PEX Advisors: Observations on the Journey"