Douglas Ray Email & Phone Number

Greater New York City Area

A global leadership role accountable for World Wide Call Centers, Quality & Performance, and Systems configurations, and solutions.

Greater New York City Area

Ensured Continual improvement of corporate policies and procedures related to requirements gathering, solution design, implementation and account support. Consistently met reporting requirements in terms of content and timeliness. Automated Manual Reports using Information Technology and SQL Reporting services. Consistently met or exceeded internal and external customer expectations in terms of on-time and accurate reporting. Hired and trained High quality, well performing staff of data analysts. Maintained reliable maintenance of performance data. Developed and maintained the FGL quality program.· Managed ISO 9001 certification projectDeveloped all Corporate KPI and KPI Metrics Rolled Out Six Sigma Methodology across organization Developed Corrective & Preventive Action (CAPA)Request process and documentation Performed Internal Audits to ensure we are meeting and exceeding the customer’s expectations Performed Kaizen events to proactively reduce variation within processes Documented all Processes in each department with Process Flows and work instructions Developed Common Carrier Score Cards Developed Warehouse (FSL) Forward Stocking Location Score Cards Developed Call Center Score Cards

Define process and procedures surrounding customer requirements gathering, solution design, implementation and account maintenance and supportDevelop and coordinate all internal and external customer-related performance and KPI reporting associated with the command center, sales and operations. Results:Ensured Continual improvement of corporate policies & procedures related to requirements gathering, solution design, implementation and account support.Automated Manual Reports using Information Technology and SQL Reporting services.Consistently met or exceeded internal and external customer expectations in terms of on-time and accurate reporting.Maintained reliable maintenance of performance data.Developed and maintained Corporate KPI, KPI Metrics, ISO-9001 QMS.Developed & rolled out Six Sigma methodology, Green Belt Training and Testing programDeveloped Corrective & Preventive Action (CAPA) Request process and documentationPerformed Internal Audits to ensure we are meeting and exceeding the customer’s expectationsDocumented all Processes in each department with Process Flows and work instructionsDeveloped Call Center, DC, Outsourced transportation, and Common Carrier Score CardsImplemented New Business in Multiple global Regions including Brazil, Israel, AMS, APAC, and US/Canada .Drove improvement projects within multiple DC’s across US and CanadaWrote Business Review Documents (BRD) for IT and Flowed out how the system would interact with process and people.Wrote specifications for B2B system integrations that clearly define the process and where the touch points are and what data would be transferred through the B2B integration. These integrations were in some cases 3 way integrations for order to delivery process and or for inventory replenishment and or defective return processes.Managed a Kaizen process improvement project at our Chicago DC and Toronto DC for Roche Diagnostics, and Sysmex in Toronto, Chicago and New Jersey.

Six Sigma Black Belt, Six Sigma Black Belt Training

Six Sigma, Green Belt

A.A.S, Business Management

Education record