Manages, develops, and implements programs composed of multiple cross functional projects related to our Human-Centered Design (Design Thinking) methodology. Partners with key business stakeholders to ensure successful implementation. Leads and facilitates problem re-framing, project planning and execution, scoping, and tracking. Instructs, mentors, and coaches employees on Human-Centered (Design Thinking) methodology. Instructionally designs workshops to meet learning objectives and desired outcomes.Serves as a Subject Matter Expert in support of Human-Centered Design to drive customer support excellence and human centered innovation.Participates in self-directed work to drive sustainability of Human-Centered Design.

Customer Support Excellence LeaderJuly 2011- January 2016Lead and support global cross business unit and functional Customer Support Excellence program. Mentor and advise Business Unit CSE Leaders, providing support and guidance to CSE efforts and identifying and executing ways to evolve the program. Customer Support Excellence (CSE) is about creating a customer focused culture through 10 leadership actions and tools used to improve the customer experience. This role will also collaborate and take on responsibilities for the CSE team such as managing the CSE website, CSE communications, Customer Experience Dashboards, Service Obstacle System Scorecard, and supporting the methodology for the customer loyalty measurement, Net Promoter Score (NPS) program.

Responsible for all aspects of administrative process development and training while assisting with I.T. department responsibilities. This includes identifying training opportunities, process gaps, process improvements, planning/coordination/delivery and tracking of training, auditing for process compliance, Remote Assistance, Remote Desktop, software installation and configuration, server maintenance, management of I.T. tickets, Business Management System (BMS) training/troubleshooting, process mapping, Six Sigma project analysis, assist Operational Directors with projects related to Service, Parts/Inventory, Serialized Costing, Planned Maintenance, Warranty, Customer Management, and development/delivery/tracking of all Cummins identified training initiatives such as CSE, COS, QuickServe Process, Parts Professional Training, etc.