Continuous process improvement is a core component of any business, and I am passionate about finding opportunities, and successfully implementing solutions to improve the customer experience and employee productivity.In addition to having my MBA and Lean Six Sigma Master Black Belt, I'm skilled at working with operational and customer facing teams to analyze processes, collect data and develop databases for KPIs and dashboards.My background includes examples of where I've used my skills to improve processes for both internal and external teams. I use KPIs, data analysis and Lean Six Sigma tools to achieve high performance.My skills are optimized with an ability to work with all levels of the organization. I start by understanding the key strategies and objectives stated by senior leaders, then breaking that down into KPIs for manager’s, and working with operations teams to exceed the KPIs. These efforts have resulted in industry recognition from organizations such as DALBAR, ASQ, and Customer Service Institute of AmericaI successfully implemented speech analytics tools in call centers to monitor client interactions for quality and professionalism. I participated in customer advisor boards with vendors, and have been asked to speak on several occasions at industry conferences.In addition to working with call centers and operations teams, I have extensive experience in managing technology projects, including preparing requirements, usability testing, user training and budget management.A listing of my core competencies includes:✔ Speech/Voice Analytics✔ Continuous Improvement✔KPIs and Dashboards✔ Process Flow Analysis✔ Relational Databases✔ Operations Analysis✔ Call Center Reporting✔ Six Sigma Green Belt Training✔ Customer Engagement✔ Project Management✔ Budgeting/ForecastingTECHNICAL SKILLS:Current Certifications: Lean Six Sigma Master Black Belt, FINRA Series 7Application Software: CallMiner, Excel, Power BI, Access, Salesforce, Powerpoint, Word