Benjamin Avila Email & Phone Number

Parker, Co, Us

Parker, Co, Us

Monroe, Louisiana , Us

Develop company scorecards/dashboards using SQL and QlikView applications to track performance of multiple work groups. Utilize Lean Six Sigma principals and methodologies to identify inefficiencies and optimize business processes critical to meeting company KPI objectives. Collaborate with department executives and personnel at all levels to develop metrics that will be incorporated into the scorecard. Provide visibility based on approval to those accountable for tracking metrics, enabling them to take immediate action when performance trends move in the wrong direction.

Process Quality Manager - Key participant in launch of WildBlue service ultimately providing Internet access to rural customers in all 50 states. Developed the Quality Of Install (QOI) Andon process success and fail issues pertaining to installation of WildBlue service. Presented Andon vision to executive leadership and process was successfully accepted and implemented. Conducted on-site testing to new locations to validate satellite performance. Responsibilities included development of Business Processes and M&Ps for Customer Care, Field Operations and Logistics organizations. In addition, monitored process adherence, performed departmental “Time In Motion” studies and identified any and all potential problem issues impacting WildBlue service. Hosted weekly “Voice of the Customer” meetings with company CEO, senior managers and other department heads to improve customer satisfaction. Customer satisfaction improved steadily measuring positive trending by greater than 25% while in this role.

Monroe, La, Us

Single Point of Contact (SPOC) for over one thousand users of an automated test system and responsible for standardization in multiple mega test centers across fourteen states. Utilize Six Sigma and Lean principals and techniques to identify and evaluate opportunity, inefficiencies, and non-value-add processes in all test centers. Develop quality metrics and processes associated with center performance and improved utilization of the automated test system. Improvements reduced the total overtime man-hours worked generating a greater than six million dollar annual savings to the corporation. Manage multiple data tables and relational databases, contributing to the enhancement and increased automation of INTAS test system process.

Supervised, trained and provided technical support to 35 test engineers in testing and repair of digital data, analog data, and other special service circuits. Developed center benchmarks and improved technician test accuracy, billing and cradle to grave cycle time duration.