Alex Hook Email and Phone Number

Process Improvement Associate actively involved in all Lean Management and Operational System (LMOS) deployments and sustainment activities throughout Chase Travel Group (CTG). Achieved the highest sustainment ratings in our latest deployment while coaching the largest groups of leaders in the last two deployments.Coached 50+ leaders, at various levels in the organization, teaching and coaching process improvement strategies and how to maximize the LMOS Ecosystem to drive measurable and sustainable business results. Introduced and implemented the model of recording measurable results to include telling the impact to the business (the customer, the employees, and the company) such that driving results is grounded in the intent and purpose as opposed to meeting a target without providing context of the impact. Effectively managed a Continuous Improvement pipeline of ideas submitted personally and through the line of business. Skilled in building relationships with stakeholders, communicating ideas to the stakeholders for buy-in and implementation, and providing feedback to the idea submitters. Proactively supported new team members through coaching and mentoring to create an inclusive and trusting culture within the CTG LMOS team. Designed and implemented a recognition program to maintain awareness of the Shingo Principles and ensure that the Continuous Improvement culture with CTG remained rooted in Lean and the Shingo Principles.

Processing personnel actions, staffing requests and vacancy announcements across multiple geographic regions and lines of business. Process 20-40 personnel actions per week. Draft 5-10 vacancy announcements per month. Review an average of 25 applicant packages per announcement to ensure candidates who are referred to hiring officials are both eligible and qualified for the vacancy. Consult with line of business leaders and hiring officials to determine best hiring channel for fulfilling the needs of the businessEnsure personnel actions are processed promptly and in accordance with governing policies and Collective Bargaining AgreementsParticipate in partnership meetings with staff offices to ensure personnel actions and staffing requests are compliant with all applicable regulations, policies and agreements Ensure agency initiatives are followed with respect to diversity, equity, inclusion and accessibility

Perform control testing, process improvement and quality assurance functions for Dealer Funding. Audited 75-100 account interactions, customer touchpoints and dealer finance files per week. Took the lead for onboarding a new quality assurance task including formatting audit questions and creating audit forms by sitting with agents in the workflow to determine the work process, possible areas for failure and failure modes.Coordinated with Unit and Department Managers to identify and resolve process breakdowns and identify failure modesProcessed control testing for internal and regulatory controls Partnered with management through senior leadership to optimize processes while reducing agent errorsAssisted process managers in business process and swimlane mapping to identify areas for process improvementOperated across multiple systems including Microsoft Office and G-Suite applications

Assisted with the formation of the Early Payoff Team by working with the Process Managers and senior leadership to define this new role which began in December 2017. Continuing to assist with defining the associated tasks and procedures to ensure compliance with legislation enacted in 2017. These tasks include processing refund files, reconciling funds received versus refunds issued, and communicating with dealer and provider partners for status updates. Help minimize business risks while meeting regulatory timelines. Maintain awareness of possible risks and submit ideas to internal and external leadership to improve and streamline the processing of accounts while avoiding compliance issues in a rapidly changing team structure.

Primary point of contact for customers, loan officers and bankers once a loan offer was accepted. Responsible for gathering documents from customers, ensuring the documents supplied are the requested documents and not fraudulent, and transitioning the file to underwriting or other approval authorities. Provide timely ad accurate updates to customers throughout the process. Worked extensively with project and product managers on various system enhancements and presented multiple ideas for business process improvement to senior leadership. Maintained compliance with all state and federal laws and regulations.Year to date NPS rating of 68 versus peer average of 58 and industry average of 45.

Full Time / 40 hours per week; Provide customer service throughout the buying experience and on-going customer service after the purchase. Maintain the minimum certification requirements and advanced certifications while continually striving to improve knowledge, skills and abilities about products and processes. Perform non-sales related activities such as merchandising and lot maintenance to aid management in general business operations. As a member of the Internet Sales Department, proficiency in email and customer database applications is required. This position is also heavily reliant on communicating with clients via phone calls, text messages, emails and fax. Ensure the safety of client’s personal information and credit security through proper safeguarding and handling of documents.

Full Time / 40 hours per week; Provided customer service and solutions to a minimum of fifty customers per week while maintaining store operations and managing a staff of seven or more employees. Collaborated with the store manager and warehouse personnel to efficiently manage an average of $250,000 of inventory. Communicated between senior leadership and employees with regard to policies, procedures, processes and concerns. Exercised judgment and discernment to formulate, interpret and implement policies and practices to assist customers, maintain corporate culture and ensure a safe and healthy workplace. Assisted in reviewing and implementing an internal inventory management and point of sale computer program. Compared job openings and descriptions versus the local job market to ensure competitive pay and work conditions. Recruited and developed new talent. Coordinated with the Human Resources and Payroll Departments to ensure accurate payroll, compensation, employee benefits and training records. Collaborated with senior management on hiring and terminating decisions and setting goals, recording progress and making adjustments to stay within budget and maintain profitability.

Full Time / 40 hours per week; Team leader for up to five soldiers coordinating and conducting training while maintaining deployment readiness and working to improve knowledge, skills and abilities for myself and the team. Tracked the status of certifications, qualifications and personnel actions of the team, scheduled training and ensured attendance at training. Developed and delivered training curricula in compliance with regulations and the training schedule for my team, platoon and the company. Performed monthly and annual performance evaluations on team members; then reviewed them with subordinates and senior leadership. Performed strategic planning to ensure deployment and family readiness in preparation for deployment. Assisted on an as-needed basis at the Battalion S1 especially with pre-deployment paperwork and soldier status.

Full Time / 40 hours per week; Processed payroll, promotion, leave and personnel actions and updated personnel records for a Battalion consisting of 3000 to 5000 soldiers. Liaison between the Human Resources Department and the Finance and Legal Departments to ensure accurate records and data handling. Communicated with management and senior leadership as to the status of actions and projects. Developed and ran queries through the Army’s human resources information system and checked the results versus raw data for accuracy. Performed analysis of data to assist management in making informed decisions on promotions and workforce needs. Distributed completed forms, reports and records as appropriate and maintained digital and hard-copy records in accordance with standard operating procedures, policies and regulations. Typed memos, forms and reports as required by policy or management. Maintained proficiency in Microsoft Office Suite and Army computer systems including eMILPO. Performed all duties with Army and governmental oversight and audits of logs and security procedures.

Full Time / 40 hours per week; Received, prioritized, processed and tracked an average of 500 actions per month, unclassified through Secret classification, while maintaining 100% accountability of documents, materials and equipment for the General and his staff. Checked all memos and forms to be approved for correct spelling, punctuation and grammatical usage and for reasonableness, accuracy and completeness. Coordinated with various departments to implement procedures for efficient, effective and secure processing of data, reports and actions. Provided prompt, accurate responses to management and outside departments’ requests for assistance. Assisted with strategic planning for various peninsula-wide training missions. Typed reports, memos and forms as required by policy and management. Maintained proficiency in Microsoft Office Suite word processing, spreadsheet, database, graphics and calendar applications.

Managed postal operations for a mailroom serving an average of 300 individuals and organizations while maintaining 100% accountability of mail, security of facilities and adherence to US Army and US Postal Service regulations. Ensured timely picking up, sorting and delivering of mail, redirecting undeliverable items and maintained security to prevent tampering with or unauthorized delivery of the mail. Drafted continuity book to ensure smooth transition of mailroom operations while transferring control of operations to another company.

Basic Training and 42A, Human Resources Specialist, Advanced Individual Training.