Jahna Hudgin Email & Phone Number

Hoffman Estates, Ill (Remote)

• Sr. Manager, Process Improvement (2015 – 2018)
• Directly supervised a team of Process Improvement Managers who collected & analyzed data, defined current state processes, in order to identify quantifiable process improvements opportunities around customer experience.
• Prioritized projects and work efforts to provide maximum business benefit, meet budget requirements, timelines and regulatory compliance.
• Implemented process changes across multiple business units by identifying resources for cross functional teams to ascertain improvement opportunities that led to efficient work flow changes.
• Applied Continuous Improvement Methodologies to identify gaps or process defects to improve efficiency, such as DMAIC, Process Flow Diagrams, RACI matrixes, Risk Assessments and 5 Why’s.
• Implemented control plans, corrective and preventative actions as they related to business process improvements.

Hoffman Estates, Ill (Remote)

• Project leader for a multifaceted call center customer experience initiative where the team “case managed” customers we had disappointed on the first delivery attempt. Realized a 5961 bps increase in the net promoter.
• Lead the Delivery Pro-Advocacy initiative where we sought rapid resolution to customer issues. Implemented a real time feedback survey to capture the voice of the customer on the day of delivery. Provided ‘Influencer’.
• Project leader of a customer service initiative which resulted in a reduction of offshore call transfers to stateside delivery specialists by 90%. Reduced queued call types resulting in a reduction of approximately.
• Oversaw a team that identified and amended over 300 deficiencies in the Home Delivery business curriculum.

Hoffman Estates. Ill (Remote)

• Applied statistical techniques, Defects per Opportunity (DPO), for upwards reporting of compliance audits.
• Conducted internal auditor and lead auditor classes confirming participants increased their knowledge base of ISO 9001:2000 through pre and post training testing.
• Partnered in the development and execution of internal audit and lead auditor programs to improve overall training effectiveness. Achieved a reduction in cost by eliminating the need for external training.
• Active participant in a team that piloted an internal auditor certification program that improved auditing effectiveness nationally. Yielded positive recognition during ISO recertification audits from registrar.

South Region, Fort Worth, TX

• Coordinated routing center processes and functions in the field to national goals and strategies. ISO Management Representative
• Effectively implemented ISO 9001:2000 at the Region Routing Center. Successful implementation resulted in ISO certification, process improvement, process documentation, implementation of corrective actions and.
• Lead the Region Routing Center through two successful surveillance audit cycles with zero nonconformances. Safety Coordinator
• Reduced recordable incidents through

Irving, TX

• Maintained control and ensured execution of federal regulations and guidelines to include airworthiness directives (AD), federal aviation regulations (FAR), and advisory circulars (AC).
• Maintained control of aircraft instrumentation manuals and publication library.
• American Airlines supplier excellence team member which reduced penalties for late deliveries and improved supplier relationships.
• Reduced cycle time of outgoing inspection from an average of 12 hours to < 2 hrs.
• Reduced metrology cost and increased productivity.
• Implemented statistical process control in repair and administrative processes.