Beth O'Connor Email & Phone Number

Pflugerville, Tx, Us

Austin, Texas Metropolitan Area

Introduce and serve as leader and mentor of Lean Six Sigma and Quality methodologies to the Business Process Improvement team.

Austin, Texas, United States

Provides transformational support to the Managed Payments organization, improving and designing processes, leading process-driven technology implementations, and empowers process owners with Business Process Management. Leads a team of Lean Six Sigma professionals, providing coaching and guidance on projects. • Built out new Operational Excellence team, processes, and Operational Excellence strategy. • Manages Operational Excellence Team’s project portfolio, understanding priority and impact of backlog. • Analyzed and improved Payments Compliance processes for Salesforce implementation. Removed/changed ~600 steps across four Compliance teams as well as redesigned processes, significantly reducing cycle times. • Developed Payments process maps, capturing the end-to-end processes for the first time, granting visibility to handoffs and dependencies. Facilitated process improvement workshops to develop the future state processes to address the identified issues and pain points amongst cross functional teams. • Performed root cause analysis for 12K+ customer contacts and identified 300+ needed improvements to processes, product, and customer experiences. There was a 37% reduction in calls after we released our results to Product, saving $1.46M/year. One issue discovered was around payout instrument collection and verification. Improvements reduced bank verification failures from 19% to 1%, saving $727K/year on just one of the 300+ identified issues.

Austin, Texas Area

As a member of the Customer Experience team in Corporate IT, I am responsible for improving the users experience by applying Lean Six Sigma and Quality methodologies on processes. Manages and executes broad improvement projects as part of the Every Experience Matters program and the Corporate SWATT program. Coaches and mentors Visa employees on Quality/LSS techniques.• Improved Onboarding. Analyzed the Onboarding process from point of offer to acceptance to day one and implemented several improvements positively impacting the Onboarding experience of new hires. Improved the delivery of laptops on day one from ~25% to 98% (+ - 2).• Manage Every Experience Matters Program. Manage and serve as improvement SME for the Every Experience Matters portfolio. Worked with several cross-functional stakeholders to make improvements to various processes identified by the Every Experience Matters program.• Identify areas of improvement within Corporate IT processes using metrics, Lean, Six Sigma, Kaizen, or similar techniques and deliver improvements in process, tools, quality of adoption and customer experience.• Manage relationships with other process management teams to provide a consistent delivery framework.• Lead process improvement projects that span across multiple functions and organizations.• Work with process owners and stakeholders to re-engineer processes to be simple, nimble, repeatable, measurable, achievable and continuously improved.

Austin, Texas Area

A member of the AFS Senior Leadership Team. Responsible for directing all aspects of the Quality team, including managing team members, leading continuous improvement efforts, gathering and analyzing data, and supporting business process management to meet internal and external customer’s needs. Develops the Quality strategy and the short and long term goals and objectives key to implementation. Built and implemented an ISO 9001 compliant Quality Management System from the ground up.• Implemented Quality Department. Performed an analysis and identified a gap in the management of business processes and implementation of improvements. Built up a Quality department from scratch to support these and other strategic needs. • Implemented and directs the maintenance of the Quality Management System (QMS) in accordance with ISO 9001. Ensures that all processes are managed to an appropriate level of documented compliance to support the desired state of control. • Works on critical improvement projects that cross-sites and support functions, impacting quantifiable results for the business and significant process/change(s). • Leads Quality team's activities and determines actions necessary to raise Quality awareness and improve the AFS Quality culture. • Identifies, gathers, and prioritizes process improvements. • Manages and executes broad improvement projects utilizing Lean Six Sigma, Quality tools, and data. • Manages large complex processes with projects that cross functions and leaders, requiring close work with all levels in the organization. • Coaching and mentoring entry level Improvement Managers, belted candidates, and Quality team members. • Influences management in working with Project Champions/Owners of Project Areas – driving change at the project level.

Round Rock, Texas

Lead, facilitated, and served as the SME for quality improvements and initiatives. Delivered training to departments in the use of quality tools. Provided direction, guidance, and day-to-day management for maintaining and expanding ISO registration of the QMS. Managed Internal Audit program, including CAPA tracking and closure, and served as Lead Auditor. • Expanded our ISO 9001 scope to include newly acquired businesses, by reviewing and preparing their processes and documentation in accordance with the standard, performing readiness audits to identify additional opportunities and passed the audit by the certifying body.• Successfully maintained our ISO 9001 certification by planning and performing audits as Lead Auditor, managed CAPAs to closure, and preparing and presenting KPIS and reports in accordance with the ISO 9001 standard.

Austin, Texas

Plans, performs, and implements process improvement initiatives such as Lean or Six Sigma. Diagrams and evaluates existing processes. Organizes, leads, and facilitates cross-functional project teams. Develops metrics that provide data for process measurement and identifies indicators for future improvement opportunities. • Manage the portfolio of company-wide continuous improvement projects (Journey to Excellence Program) resulting from organization assessment. Serve as SME for managing projects and improvement activities, and report progress to Senior Vice President. Yearly results used to implement improvements and/or make recommendations for future. • Introduced new lean methodology. Facilitated a cross-functional team in a process evaluation for a high profile project using the Brown Paper Flow technique. Utilizing artifacts such as screen shots of systems or templates necessary for the process, identified different types of waste and inefficiencies enabling organization to take action to eliminate waste and improve efficiencies. • Introduced Gemba Walk. Shadowed engineers on site and evaluated challenges, recommended improvements, and facilitated the prioritization of recommendations. Provided coaching to implement improvements to address the engineers’ challenges. • Designed, developed, implemented, and delivered quality-related training. Developed training to raise quality awareness and teach Lean Six Sigma methodologies. Determined best media for delivery and launched to all audiences.

Austin, Texas

Analyze metrics and operations data. Provided guidance and support in areas of problem solving and decision making facilitation and process improvement initiatives. Facilitated and coached Kaizen, Lean, and project management activities. • Overhauled paid service and contracts requests processes. Held Kaizen events with a representative sample of stakeholders to identify concerns and waste in the various processes. Automated submission and change notification process addressing the stakeholders’ worst pain points. • Simplified subcontractor management process. Monitored the subcontractor management process to understand its inefficiencies. Lead a team of Stakeholders to analyze and improve invoicing and vendor management processes that removed several unnecessary steps. • Pioneered the advanced usage of Sharepoint. Lead the way in understanding the capabilities of SharePoint. Designed and developed several SharePoint workflows to automate various business processes in several departments. • Implemented improvement projects. Determined employee pain points by facilitating several round tables and reporting the feedback to the appropriate people. Supported and implemented improvement activities launched because of feedback and provided status reports back to the round table participants.

Austin, Texas

Trained employees in systematic troubleshooting methodology and managed the troubleshooting program throughout the company. Evaluated training programs for participant reaction, participant learning, application of learning, and impact to business. Tracked and provided key performance indicators for our major programs and provided facilitation or support for continued performance improvement. Consulted throughout the company supporting various business needs. • Instructed and coached technical and non-technical employees in troubleshooting. Used the 7-step teaching methodology to teach employees a systematic troubleshooting methodology. Coached and facilitated the use of the processes taught.• Designed, developed, and delivered curriculum. Performed a needs assessment to understand knowledge and skills that needed relayed in a blended safety, quality, and professional skills course. Commissioned the creation and approval of several new web based trainings unifying three key focus areas.

Provided guidance to 6 exempt employees including assigning workload, monitoring, and evaluating progress as well as ensuring quality on classification audits, projects, parity studies, FLSA determinations, and salary surveys. Managed classification and compensation projects. Identified and confirmed customer’s business objectives and requirements, coordinated and facilitated project design sessions, developed work plans, reviewed findings, compiled data, prepared reports, and responded to issues

Ma, Industrial/Organizational Psychology

Ba, Psychology