Throughout my career I have always looked for ways to make things better. Pushing back on the notion "this is how we have always done it". I have used my knowledge in process improvement and Lean Six Sigma to make a positive impact on the organizations I have been apart of. Process maps are a great tool to figure out what the current process is and define what the process should be. I partnered with with the Network Operations Center to create 5 process maps. We worked through how the process was being currently being done and created a standard on how the process should be done. This reduced new hire training time by 30%. Automating processes is a great tool to reduce errors. I led a project to automatically send out customer touch points. I facilitated discussions between 5 departments to take a systemic approach on when we should make contact with our customers. This allowed more customer contact without having extra work from our agents. This increased our customer contact by 50% .Each year we have to send a notice to customers added on their bill. This project is time intensive as we have to create and test several messages. I looked for ways that we could reduce the amount of customers that received the paper bill. I found a few gaps in our process. By fixing these gaps we saw a $40,000 in savings in print and mail cost.Data is key to making process improvement decision. I am experienced in using SQL to build queries to get obtain customer information. I worked on a project to pull all customers that were self installing their service. We wanted to test the length of time from creation date to install date. By using data we were able to change the auto provisioning time to decrease customers that had to call in and improve the customer experience.
