Cynthia Long

Cynthia Long Email and Phone Number

Customer Success & Operations Director| SaaS | AI & ML | Business Transformation Strategist| Lean Six Sigma Master Black Belt | Public Speaker|
Cynthia Long's Location
Carlsbad, California, United States, United States
Cynthia Long's Contact Details

Cynthia Long personal email

n/a
About Cynthia Long

Strategic leader who develops, leads and creates Transformative Operational Excellence centers - Key Strengths and Highlighted Skills• Business Process Excellence and CI: Knowledgeable in business process analysis and continuous improvement methodology Use data to drive decision making. Trained practitioner of lean, value stream mapping, process orchestration, process mining, change management, DMAIC, DFSS, PROSCI, Kaizen• Problem Solving: Expert in solving complex problems and transforming business performance and process through the application of Lean and Six Sigma techniques. Proven track record of bringing order and structure to functions and organizations quickly. Drive Kaizen, VSM, PPI and Continuous Improvement Methodologies• Global Acumen: Able to effectively drive outcomes in large, matrixed organizations and understands how to navigate geographies, cultures, relationships, etc. Excellence in professionalism, professional communication, presence, a high degree of integrity, and willingness/strength to do the right thing in difficult situations• Change Management: Successful change agent ability to make the case for lean, demonstrate immediate impact and drive cultural change within the business and on campus• Strategic Mindset: Strategic mindset with hands-on approach focusing on the bigger picture• Facilitation: Able to facilitate difficult working sessions with all levels of organization and handle positive and negative feedback and inputs appropriately• Customer Focus: Strong commercial focus on customer and end user experience• Collaborative Mindset: Proven ability to effectively build partnerships and take a relationship-based approach in working with internal and external stakeholders at every level of the organization to deliver process efficiencies, cost savings, minimize operational risks and increase process simplification. Comfortable with constructive conflict and debate normally associated with change• Executive Communication Skills: Proven ability to communicate key messages to senior leadership audiences and effectively manage key stakeholders

Cynthia Long's Current Company Details

Customer Success & Operations Director| SaaS | AI & ML | Business Transformation Strategist| Lean Six Sigma Master Black Belt | Public Speaker|
Cynthia Long Work Experience Details
  • Intuit
    Associate Director/ Group Manager Continuous Improvement, Innovation, & Operational Excellence
    Intuit May 2019 - Sep 2024
    Mountain View, California, Us
    Key Craft Skills• STRATEGIST AND INNOVATOR - Drive growth via program management & process improvements, new service offerings and engagements.• CERTIFIED PROGRAM MANAGER – PMI PMP – Managed Projects of from $250,000 to 3 million dollars for clients GM, Time Warner, Time Warner Cable. Facilitate Changes as PM Office needs grow and change. Develop Process and Procedure improvements.• GLOBAL INNOVATION Leader – Advisor across the customer journey from pre-sales through align, launch, scale and operationalize phases.• SAAS, ML, & AI AUTOMATION, INNOVATION AND AUGMENTATION – Implemented numerous AI & Cognitive projects from concept to production, reducing cost, effort and time for customers, partners and employees. RPA, AI Reduced savings ~$2.5M annually. Focus with SaaS for B2B and B2C as well as Enterprise level customers• Created & established CONTINUOUS IMPROVEMENT Center of Excellence, process optimization office under SLT charter. • Develop CONTINUOUS IMPROVEMENT skills, set standards and team strategies– hired all staff, drive scope & effort to identify work needed to get to optimum operational excellence• Implemented resource and project tracking methodologies, develop process optimizations from identifying gaps, initiate project KPI’s as needed to track improvements, • Support the team, drive process improvements, stay agile and lean to ensure successful implementation. Also, created and managed backlog/effort/benefit priorities list and ensure that projects qualify for minimum guidelines. • Establish project priorities, framework, benefits, ROI, reporting and drive out waste from current projects to be optimized processes for our customer experiences.AWARDS: Tech Award for Complexity Knowledge share, Finalist ICMI Best Strategic Value to the Organization 2022, 2023Director and Mentor for LSS Mentees. Drove LSS project standards across the organization. Certified BOLD Work Out Facilitator.
  • Cisco
    Process Optimization Manager
    Cisco Aug 2014 - Dec 2018
    San Jose, Ca, Us
    Cisco Systems 8/2014 – PresentWinner Connected Recognition Support Case AI Project 2018Winner 2017 CICOE Best MentorWinner 2016 CICOE Best Project Activity 2016Process Optimization Manager – Drove innovation into the TAC organization by driving projects which reduced effort, improved our customer experience and reduced budget by over $1,000,000 annually.• Created AI improvement to Case open tool for our TAC org – cost avoidance of $2.5M annually for over 1.8M cases annually• Created, Implemented and Support Forecast Management Office and IEX tool support. • Drove Customer Service optimization programs for Global TAC Sourced Support organization. • Negotiate Contracts with Service Providers, resulting in reduction of annual fees over $1M annually. • Develop training for Global TAC Sourced Support to ensure World Wide delivery optimization in Global TAC Sourced Support RT Services. • Monitor and Develop Six Sigma program for Org, including training, ROI and Plan of Record projects which can leverage six sigma. Presented Monthly to VP Executives on program performance and ongoing Continuous Improvement Projects • Experience with dashboard design and data visualization tools (Tableau),Critical thinking and ability to drive conclusions based on data findings, Strong written and verbal communication, Team player with positive can-do attitude; energetic and proactiveSoftware adn skills - Scrum, Agile, JMP, Minitab, Jira, Service Desk for Jira, Waterfall, ITIL
  • Metlife
    Senior Project Manager
    Metlife Apr 2014 - Aug 2014
    New York, Ny, Us
    Sr Project Manager of Infrastructure responsible for managing the implementation of small to large scale, complex projects, identifying and assembling the resources required in support of the projects. Define and manage the scope of enterprise wide or line of business specific projects with minimum supervision. Conduct project review meetings, documents project status, and support the resolution of open issues. Escalates critical issues to management including a resolution approach and the potential impact to the project. Drive overall project health and budget.
  • Lenovo
    Program & Process Improvement Manager, Pmp, Lss Black Belt
    Lenovo Jan 2011 - Apr 2014
    Morrisville, Nc, Us
    Project Manager for the Professional Services Group, Mature MarketsConduct and manage Lean Six Sigma Black Belt projects for NA Mature Markets. Managed the Asset Recovery Services Program for Lenovo. Worked to implement process improvements in how we work internally, with our Service Providers and developing customer relationships.Worked with the Sales team to increase sales of the ARS service and to improve overall customer satisfaction.
  • Fidelity Investments
    Program Manager, Pmp
    Fidelity Investments Sep 2007 - Jan 2011
    Boston, Ma, Us
    Program Manager for Fortune 500 Clients in the Defined Benefits Project Group.PMP Certified project manager responsible for implementing corporate actions for Fortune 500 companies. Managed cross functional teams to implement projects which met regulatory and client directed goals. Ensured a close working relationship between the OPS and Corporate Actions to improve the results of the projects we implemented. Attained Yellow Belt Certification.
  • Veritude
    Project Manager
    Veritude 2007 - 2008
  • It Asset And Help Desk Consulting
    Cynthia Long Consulting
    It Asset And Help Desk Consulting Apr 2005 - Aug 2007
    Independent Consultant Self Employed I9 contractor for IT consulting. Specializing in assisting local business with computing needs, especially CRM implementation, ITIL best practices, process improvement and asset managementDelivered – Projects on time, on budget for all IT Projects I managed. Experienced Project Manager for large scale software implementations
  • Sempra Global
    Manager, Client Services
    Sempra Global May 2002 - Apr 2005
    Managed Global support center for this fortune 200 company. Delivered 7x24 support to our domestic and international employees. Managed a budget of $3 Million . Also responsible for selecting and implementing new technologies for business units. Developed hardware and software standards, and ensured that corporate images were meeting business needs. Insourced the help desk from CSC at a cost savings of $1.2 Million annually. Managed and developed the help desk and desktop support staff (15 staff members). Provided leadership and direction of staff. Managed large projects - Sempra Energy Security and Disaster Recover Programs, Sempra Energy Security Awareness Project , Desktop Security via SUS, Hardware and Desktop Inventory – Altiris, Help desk Insource CSC separation, Client Services Website, Client Training Programs and Sarbanes Oxley. Managed all corporate hardware assets, including inventory, repair, deployment, upgrades improvements and new technoloiges.

Cynthia Long Skills

Leadership Six Sigma Team Building Customer Relations Planning Requirements Analysis Sdlc Pmo Process Automation Itil Lean Six Sigma Black Belt Business Analysis Resource Management Vendor Management Negotiation Team Leadership Process Improvement Mentoring Visio Quality Assurance Strategic Planning Software Budgeting Project Portfolio Management Operations Management Risk Management Asset Management Business Process Process Development Change Management Disaster Recovery Ms Project Business Intelligence Project Planning Business Process Improvement Requirements Gathering Hardware Business Management Management Documentation Bar Outsourcing Process Engineering Problem Solving Security Software Project Management Integration Analysis Metrics It Service Management

Cynthia Long Education Details

  • The University Of Texas At Austin
    The University Of Texas At Austin
    Bachelor'S Degree

Frequently Asked Questions about Cynthia Long

What is Cynthia Long's role at the current company?

Cynthia Long's current role is Customer Success & Operations Director| SaaS | AI & ML | Business Transformation Strategist| Lean Six Sigma Master Black Belt | Public Speaker|.

What is Cynthia Long's email address?

Cynthia Long's email address is cy****@****uit.com

What schools did Cynthia Long attend?

Cynthia Long attended The University Of Texas At Austin.

What skills is Cynthia Long known for?

Cynthia Long has skills like Leadership, Six Sigma, Team Building, Customer Relations, Planning, Requirements Analysis, Sdlc, Pmo, Process Automation, Itil, Lean Six Sigma Black Belt, Business Analysis.

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