Chaun Mikuleza Email & Phone Number

Mount Airy North Carolina Usa

Willow Tex is a US-based manufacturer of animal-free, bio-based PU leather and industrial membrane products. Our proprietary processes are industry-leading, environmentally friendly and produce the finest materials used in private and commercial aviation, rail, automotive, fashion as well as home and commercial furnishing. For over 30 years now, Willow Tex has distributed high-quality products and uses environmentally friendly processes to manufacture our bio-based, proprietary technology in the great state of North Carolina, USA.

Charlotte, North Carolina, United States

Business consulting in the field of Six Sigma, Process Design, Operations anagement & Business Development:Sales StructuresProcess Design & ImprovementOperational Planning & Cntrol

Stamford, Ct

Claims Legal & Non-Legal Litigation Management & Vendor Management redesignPlatform support for Change Management, Program Management, Process Improvement and Innovation.

Charlotte, North Carolina Area

• Oversaw enterprise change management strategies, planning and execution.• Lead a transformation team of 25 experts in change management, program management and process improvement.• Lead the senior executive teams of North & South America through business transformation efforts from defining strategic objectives to building plans to execute to overseeing the execution of the efforts.• Built and lead the Americas region Program Management Office (PMO) to oversee & execute key transformational programs and strategic projects focused on sales productivity, service delivery and back office operations to substantially increase operating unit profit in North America, Brazil & Argentina. o Deployed an Enterprise Change Management program in North America. o Oversaw the developed of a process to define and track project benefits across North America. o Implemented Lean Sigma in the PMO and select operating units. o Implemented Program & Project management processes in the PMO. o Developed an Initiative Prioritization & Decision-making process for North America.• Lead the efforts to define & implement a new back office delivery model including Shared Services organization, ERP migration, new time management solution & order set up systems.• Oversaw significant change activities in Argentina to increase profitability in Argentina in a high inflationary and increasingly competitive environment. o Redesign of sales & marketing departments to better align to customer needs and eliminate waste. o Implemented a new performance management system for individuals & branch managers (standard processes, metrics, dashboards & scorecards) o Reconfigure branch footprint based upon new performance system and market opportunities.• Oversaw the change and project management efforts to deploy front office technology in Brazil.

Charlotte, North Carolina Area

• Responsible for Change Management and Process Engineering for the end-to-end service and fulfillment process supporting front-office activities.• Built and managed an India-based recruiting operation with 40 recruiters and managers who provided service to 60+ US markets and 200+ US-based employees.• Lead a global work flows & business processes initiative to connect multiple countries into a single operating environment for expansion of the professional recruiting brand globally.• Designed, built and launched a high volume recruiting center in Phoenix and successfully migrated strategic accounts from the field operations to the center with minimal disruption and resistance.• Lead key culture and process improvement efforts in Charlotte high volume recruiting center for a new high-volume operating model.• Managed multiple merger & transition projects integrating Manpower Professional & COMSYS

Charlotte, North Carolina Area

• Managed a multi-million dollar program to improve costs using Lean Sigma methods across 5 lines of businesses.• Lead strategic planning and initiative prioritization for Consumer Insurance Products.• Lead portfolio of projects to integrate Bank of America & Balboa Insurance as part of merger integration environment primarily related to debt cancellation products & service.

Charlotte, North Carolina Area

•Lead multiple programs using Design for Six Sigma & Lean Sigma to redesign processes and channels such as Careers site on Bank of America.com.•Lead projects to develop recruiter capacity models, recruiter performance metrics, executive sourcing, Band 4-9 sourcing, audit process, and associate work standardization.•The efforts resulted in over $4 million in direct spend and additional soft savings through improved time to fill and agency spend cost avoidance.•Lead a project to offshore staffing support to India-based operations.

Charlotte, North Carolina Area

•Lead programs to improve process governance, performance management, risk management and systematic process improvement.•Applied lean, process improvement and change management leadership for personnel center delight, retirement, pay escalations, Fidelity change control process.•Deployed six sigma tools and methodologies into operations management and vendor processes.

Charlotte, North Carolina Area

•Lead Process Excellence efforts in Affinity Sales, Privacy Agreements and Transparency Agreements as part of the MBNA Credit Card merger. •Lead and applying DFSS, Lean Sigma, Six Sigma and change management on initiatives including Market Variation Analysis, Northeast Region customer delight, problem incidence MBF.

Charlotte, North Carolina Area

• Lead performance management projects across country targeted at sales and service improvement in the banking center channel. Increased the total number of centers to desired performance level.• Heavy involvement in customer loyalty strategy and initiatives to improve customer experience. Worked with loyalty experts including Gallup, Maritz & Bain.• Applied lean and six sigma principles to reduce Refunds in the consumer bank and improve the Check Card, ACH and ATM disputes process both resulting in saving several million in unnecessary fee refunds and decreased time to resolve disputes.

Charlotte, North Carolina Area

• Developed and managed loyalty programs, operations teams, improvement programs and associate training designed to improve customer experience. • Increased customer satisfaction for most critical and dissatisfied customers from 5.2 to 6.0 (7-point scale) and reduced variability of scores significantly. Increased team productivity by 25-35% for 3 years straight. Key role leading Wachovia to Industry Leader in Customer Satisfaction.

Charlotte, North Carolina Area

• Pioneered use of multimedia to sell, train and demonstrate product features and functionality through a variety of interactive media formats for use in online products, sales calls, trade shows and other media types.• Managed several teams focused on product consulting, customer service and sales support.• Managed the development of sales multimedia, product information and product knowledgebase.

Charlotte, North Carolina Area

• Provided technical product consulting & support for electronic treasury products.• Developed and delivered training for corporate users.• Lead process improvement projects related to call routing, organizational design, product functionality and service delivery.

Mba, Mba

English, English