Jeniffer Walsh Email & Phone Number

Denver, Co, Us

Denver, Colorado, United States

Business Development-- Designed and Directed CX transformation assessment, a method to penetrate accounts and broaden access across breadth of client’s business units. Grew consulting and technology product services by 2x.-- Led client innovation sessions to position value proposition of consulting and digital products to design client strategy and tactical plans. Sessions led to adoption of proof of concepts and revenue increase on 70% of targets. Artificial Intelligence (Service to Sales+ Solution) Product Leader-- Selected to develop a new AI product solution, supporting TTECs strategic transformation to a technology company. Orchestrated a product team of 8. -- Designed, delivered, priced, promoted, and presented a beta version of the Service to Sales+ product featuring real-time AI predictive analytics solution in partnership with strategic partner IBM.-- Increased topline revenue by 200% for a telecom client and 20% for other beta clients.

-- Promoted to improve processes and lead teams including Data Scientists and Master Black Belts. -- Developed a proprietary operational improvement workshop; sold $650K in consulting in 3 business days.-- For a major wireless customer, transformed outsourced customer support across 4 providers, reduce handle time variance between service partners and internal centers from 40% to 24% to reduce vendor costs, a $4.8MM impact.-- Developed and sold Green Belt training program for T-Mobile for a $10MM impact across 12 initiatives.

-- Built out a dedicated process transformation practice producing annual revenues of >$3MM.-- As Engagement Manager for key accounts, managed teams of up to 10, project budgets of $1MM, and engagements of 6 months to 2 years. -- Delivered $940K-$1.4MM in annual customer support cost savings for retail client, with an 81.56% Improvement in transfer rate; improved Net Promoter Score by 20 points.

-- Led workshops for Level 3 Communications, Fidelity Investments. Trained participants on DMAIC methodology and process improvement simulation; provided hands-on project coaching to Process Improvement project leaders.-- Combining Lean Six Sigma and Agile Software development methodologies, reduced cycle time from application received to underwriting decision determination from 14 days to 5. Facilitated data collection, Lean process value analysis, process design and successful adoption of improvement solution through change management. -- Served as “trusted advisor” to director of strategic projects and program sponsor; coached business leadership to successfully lead stakeholders through transition from “as is” manual process to automated process improvement solution resulting in improved competitive positioning for future health care reform, future growth, and reduced administrative costs.-- Led process and change management for 2 enterprise-wide process improvement projects: SOLO Quote and Small Group Quote. Implemented solutions improving accuracy and reducing cycle time of quoting processes for health insurance applicants, account representatives, and brokers across 2 lines of business.

-- Consulted with clients in Financial Services, Healthcare, and Insurance industries focused on improving process and financial performance by applying Six Sigma and Lean methodologies.-- Managed and led deployment of Fidelity Brokerage Services Group process improvement program including design and delivery of training program, executive leadership coaching, project selection and project leader coaching and mentoring of projects worth $1.2 MM financial benefit.-- Trained and coached over 1500 Fidelity Investments executives and managers through application of process management, process improvement, and change management methodologies and tools.-- Designed and developed Lean Six Sigma project leader training and program management curriculum and materials design and delivery of instructor led training to leadership teams across multiple clients. Led the design and implementation of 360 Degree Executive feedback program for Argus Commercial Real Estate.