Elisa Torres Email & Phone Number

Clearwater, Florida, United States

Leads process improvement efforts utilizing Six Sigma and Lean methodologies as well as work out facilitation.Possess strong written and verbal communication skills, the ability to delegate, and to work in team environments.Have critical thinking, organizational, computer, and management skills. Utilize project management, analytical, decision making, problem solving capabilities, motivational skills, and mathematical skills. Demonstrates understanding of business principles and philosophies, and the ability to interact and make group presentations at all levels.

Implements and facilitates process improvement initiatives, utilizing LEAN and Six Sigma principles and techniques, in the areas of Accounting, Finance, Customer Service, Credit, Marketing, Sales, HR, and IT.Worked on a cross-departmental project to reduce working capital with Accounts Payable, Accounts Receivable, and Purchasing.Worked on SAP FICO project to improve/implement process improvements. Identifies opportunities and conducts continuous improvement projects in order to achieve objectives and results.Works with functional departments, finance, and executive management in assessing, tracking, and reporting the financial benefit of process improvement projects.Leads cross-functional teams in problem solving to reduce cost, increase productivity, increase customer satisfaction, and improve financial return. Documents and implements improved work methods, processes, procedures, and work standards. Generates new ideas to improve processes, services and efficiency.Implements continuous improvement projects using change management tools, focusing on process and cultural changes.

Facilitated Lean Six Sigma Projects that reduced resolution cycle time, increased efficiency, and improved costs.Assisted in introducing Lean concepts to the St. Petersburg site.Provided Green Belt Training and mentored Green Belt candidates. Developed and implemented invoice certification process which decreased cycle time and improved Daily Sales Outstanding.Improved risk assessments and eliminated project defects.Implemented team process to reduce order entry errors resulting in savings of work hours.

Management of Inquiry/Problem Resolution Team.Coached/led 20-member call center team to resolve internal and external customer issues regarding billing and collection activities.Supported Public Sector customers.

Led the planning, development, and implementation of the National Invoice Accuracy Measurement initiative.Coached and managed team which collected invoice defect data, performed root cause analysis, and developed effective counter measures.Represented the Public Sector Customer Business Center on the National Business Quality Council.

Developed and produced audits and recommendations for Accounts Receivables and Inquiry Resolution processes.Worked with Process Leaders and Program Managers in the development and implementation of the remediation plans required to close gaps on ineffective controls

Supervised 15-member collection and billing staff.Implemented the integration of order fulfillment with billing, customer inquiry resolution, and collections.Acquired technical and leadership experience by supporting the integrated virtual team.

Responsbile for resolution of billing and collection issues for public sector, commercial, and major accounts.Extensive external and internal customer interaction.Resolved customer inquiries received in writing and via the telephone, generate billed revenue, and worked with customers to satisfy their unique requirements. Provided support to internal and external customers by responding to all requests, resolving issues timely, and taking ownership for issues.

Responsible for collecting on commercial and major accounts.Extensive external and external customer interaction.Worked with Sales to assist in resolving delinquent customers' issues. Focal Point for major account customers with unique customer requirements.