Bobby Chaitram Email & Phone Number

Owings Mills, Maryland, United States

Plano, Texas

• Lead activities for developing and executing an enterprise-wide data strategy and vision that is in alignment with business objectives• Collaborate with technology and business units to deliver enterprise-wide solutions• Collaborate with platform automation and security teams to develop next generation data platform and services in the cloud.• Be the corporate leader of data insights that help drive strategic and tactical business opportunity, and be a champion for a data-driven, decision-making culture• Work with cross-functional business units and leadership teams to understand the prioritization of business requirements and drive business value• Work with senior executive leadership to create a culture that treats data as an enterprise asset and be accountable for enterprise data assets• Collaborate with enterprise architecture leadership on tools and technology decisions to implement data platforms• Monitor, understand and leverage emerging technologies in data management and analytics• Drive the identification of new kinds, types and sources of data to enable business innovation throughout the enterprise and define processes for the effective, integrated introduction of new data• Accountable for enriching, leveraging, and monetizing data assets• Act as a change agent and scales organizational adoption of data management capabilities• Manage data capability leaders and their teams to drive funding requirements, implementation and operational aspects of each capability• Responsible for defining and measuring the success criteria for Enterprise Data Management as well as communicating progress to executive leadership• Work with and manage relationship with various data management vendors (software and services) to ensure requirements are met• Lead process improvement initiatives executing on Six Sigma, Lean Enterprise Agile and BPM methodologies (DMAIC, DMADV, PDAC, Kaizen, and Agile).

Dallas, Texas

• Lead or participate in multiple projects by completing and updating project documentation; managing project scope; adjusting schedules when necessary; determining daily priorities; ensuring efficient and on-time delivery of project tasks and milestones; following proper escalation paths; and managing customer and supplier relationships.• Provide leadership to team members and peers by collaborating with others; articulating ideas and viewpoints to senior management, peers and others; identifying and initiating projects; managing resources; driving the resolution of issues; and holding self and team accountable for results.• Demonstrate up-to-date expertise in Information Systems and apply this to the development, execution and improvement of action plans by providing advice and guidance to others in the application of information and best practices.• Manage customer relationships and expectations.• Provide project level analysis – producing required project analysis documentation (business requirements, scope matrix, use cases, sequence diagrams, future state proposals, UAT plan).• Understand and negotiate needs and expectations of multiple stakeholders.• Serve as a liaison between Operations and IT to assist or gather business requirements needed for system modifications, enhancement and implementations.• Identify improvement opportunities (proactive and reactive).• Elicit and clearly document business and systems requirements.• Perform change management activities to support organizational change.• Lead in full life cycle execution of Six Sigma, Lean Enterprise Agile and BPM methodologies (DMAIC, DMADV, PDAC, Kaizen, Agile).• Lead creative thinking and problem-solving activities on multiple projects, to define problems and build an overall model to test solutions for programs, and inspire and lead others to make the changes needed to realize the desired business outcome.

Irving, Texas

• Implemented 5S and waste walk programs and instituted audits to ensure sustainment around several processes• Worked closely with IT to translate business requirements into applicable system functionalities• Lead business process re-engineering initiatives around several auto bankruptcy and impound processes significantly reducing handle time yielding significant financial savings• Developed and implemented program standards, templates and tools for multiple business and technology projects• Scoped and analyzed client change initiatives to determine people, process, and behavioral changes• Lead cross-functional teams in problem-solving activities to define problems, assess current state root causes, design, and test solutions, and implement solutions leading to desired outcomes tied to business results• Developed, edited, indexed, and implemented departmental and enterprise policies and procedures• Assisted internal Customer Service Department and other business units with defining and developing performance goals and metrics• Lead cross-functional teams in identifying risks and developing risk mitigation and management strategies to avoid non-compliance ensuring continuous improvement in operating procedures to avoid regulatory/compliance non-conformity

Las Colinas, Texas

• Managed the Technical Support team to meet all strategy deployment goals, Lean transformation plan objectives as well as achieve all gross profit initiatives; while supporting and sustaining current operation's processes to ensure business continuity• Utilized Poka Yoke (Mistake Proofing) on several initiatives to reduce Service Level Agreement (SLA) and time to resolution (TTR) significantly decreasing monthly operational costs • Lead a cross-functional Lean project to increase overall efficiency by up to 25% by implementing a batch ticketing process, developing standard operating procedures, and training personnel to ensure sustainability• Mediated processing disputes between sales, operations, and IT departments• Worked closely with IT to translate business requirements into applicable system functionalities• Lead a group of developers in the designing, testing, and implementation of an in-house IT ticketing issuance and tracking system

Baltimore, Maryland Area

• Managed the Quality and Analytics teams to meet all strategy deployment goals, while supporting and sustaining current operation's processes to ensure business continuity• Lead a team of Analysts, successfully re-engineering the National Quality Program for Medicare & Medicaid Services (CMS), increasing employee performance by 17% and First Call Resolution (FCR) by 11%• Successfully led several clients based projects between 2011 and 2013 • Consulted clients to maximize efficiency operations including HR strategy, process design, and enabling technologies.• Worked closely with IT to translate business requirements into applicable system functionalities• Successfully worked with clients to identify business trends through bench-marking and researching industry best practices, so as to construct strategic approaches to address changing customer needs and expectations• Analyzed data to identify specific problems or trends over time and recommend changes to production processes or quality controls to eliminate issues• Develop and monitor continuous improvement programs, aiming to reduce the number of defects and improve levels of quality• Managed stakeholder, customer, and vendor relationships by completing and updating project documentation; managing project scope; adjusting schedules when necessary; determining daily priorities; and ensuring efficient and on-time delivery of project tasks and deliverables

Rockville, Maryland

• Lead Business Process Modeling sessions with internal and external clients to identify and analyze core business processes and workflows for development of clear and detailed process maps and business requirements.• Managed the operational, financial, and technological facets of projects for multiple federal agencies resulting in substantial monthly financial savings.• Lead multiple multi-million dollar projects producing results within budget and scope. • Assisted the Contact Center/Help Desk team with gathering results from QA program activities and develop QA reports and metrics to meet internal and external reporting requirements.• Analyzed organizational data and complex problems, interpreted and recommend alternative courses of action, and implemented intervention strategies to attain performance targets for multiple federal agencies.• Performed independent quality reviews on new or reengineered policy changes.• Developed key risk and control indicators to identify and control operational risks.• Reviewed, analyzed, and interpreted terms and conditions of contracts and proposals to identify and mitigate business risks in compliance with Federal Acquisition Regulations (FAR).• Prepared and presented formal and informal presentations pertaining to the program to Project Managers, mid- and senior-level management, and maintaining liaison with counterparts at higher levels, on policy and program issues.• Managed project schedules, quality controls, risk, issues, milestones, scopes, communication management, and budgets from preliminary stages through design, development, and close-out as needed.

Greenbelt, Maryland

• Assisted in the daily operations of multiple contact centers for the Decennial Response Integration Systems (DRIS) 2010 census project.• Functioned as a liaison between site managers and the Operations Management Team in identifying and resolving performance related issues. • Performed operational analysis in support of business plans and contractual service agreements• Created and maintained QA documentation.• Lead weekly calibration sessions with internal and external clients to measure agent’s behavior against quality customer service and to validate their effectiveness and performance against call center procedures.• Continuously analyze large amounts of customer data, such as customer feedback and interaction responses to identify solutions to improve and enhance the customers’ experience.• Prepared management reports of a QA nature highlighting root causes, trends, and corrective actions.

Baltimore, Maryland Area

• Managed a team of Quality Analysts responsible for performing quality audits and reporting trends.• Optimized performance and business operations through the use of Six Sigma methodologies and tools resulting in an increase in performance and reduced monthly operational costs.• Lead a cross-functional team in re-engineering the internal quality program which when implemented produced an increase in First Call Resolution (FCR) and an increase in our customer satisfaction score (CSAT). • Prepared quality documentation and reports by collecting, analyzing and summarizing information and trends including failed processes, stability studies, and corrective actions.• Managed the weekly calibration sessions with our internal and external management teams.• Lead Decision and Business Process Modeling sessions with internal and external clients to identify and analyze core business processes for improvement.• Continuously analyzed large amounts of customer data, such as repeat customer calls and feedback to identify solutions to improve and enhance the customers’ experience.• Created and implemented departmental and organizational policies and procedures to maximize output, monitor adherence to rules, regulations and procedures, and ensure employee compliance.

Hanover, Maryland

• Lead cross functional teams in the research, development, testing, and implementation of a national quality program for the organization.• Assisted IT in the development and streamlining of an adequate data reporting structure resulting in reduced servicing costs.• Assisted IT in the requirements gathering, development, testing, and implementation of the client order request submission portal resulting in significant monthly savings.• Developed quality assurance plans by conducting analyses; identifying critical control points and preventive measures; establishing critical limits, monitoring procedures, corrective actions, and verification procedures.• Encourage learning and innovation to create new knowledge about what works by encouraging peers to challenge assumptions and look at situations in new ways.• Lead high performing cross-functional teams through business process and decision modelling, process mapping, process improvement, data analysis, quality assurance, and business case development.• Developed risk assessment program and action plans to identify and mitigate operational risks.• Validated quality processes by establishing product specifications and quality attributes; measuring production; documenting evidence; determining operational and performance qualification.• Lead the designing, development, and implementation of performance metrics used to measure individual and operational efficiency and effectiveness.• Provided management with reports by performing trending, root cause and gap analysis to accurately measure performance and implement corrective action.

Laurel, Maryland

- Contributed effort in improving the operations of the company- Assisted in the development and implementation of a National quality tool - Presided over weekly performance calibration sessions- Collaborated with management in formulating new strategies to improve performance and accuracy percentage by instigating strict adherence to the organization’s standard operations- Performed quality audits on customer requests to ensure accuracy and 100% compliance

Laurel, Maryland

Promptly addressed customer concerns by handling more than 65 phone calls daily, while maintaining high quality of service. I facilitated the improvement of skills of new employees as well as Practical Application Center (PAC) trainees. Provided support to numerous customers and the Sales Department with regard to carrying out account changes and management which earned recognition for delivering outstanding customer service and for having the highest customer retention and an average quality score of 9.38 in terms of duration of service.