Joan Dewitt, Mba Email and Phone Number

Designs and delivers customer-focused, integrated solutions that deliver outstanding business results across contact center and customer care organizations. Expertise includes: Contact Center High Performance, Strategic Management, Customer Experience, Business Process Optimization, Quality Management and Cross-functional Team and Project Leadership.Joan and Lookout Advisors are a Centric Consulting partner, providing subject matter expertise to deliver transformative and sustainable results for their contact center clients.

• As Project Manager and Strategy Lead for Global 100 client, conducted organizational and capability assessments; developed strategy and implementation plans to deliver superior customer experience throughout organization• Developed optimized future state organizational design and implementation roadmaps; conducted cross-functional business redesigns and key process mapping

Telecom Industry / Contact Center Consulting• As Program/Project Manager, designed strategy-driven programs for major telecomms clients that integrated and aligned people, processes, tools and technology across contact centers to continuously improve performance• Managed Voice of the Customer (VOC) Program - Conducted call analytics and evaluated current call center programs and key operational processes; developed targeted recommendations and project plans to optimize call center performance and enhance the customer experience • Designed and delivered a Performance-Based Learning (PBL) Training Program and best-in-class Quality Management Program for high volume, multi-state contact center initiative• As Interim Quality Director for major pharmaceutical organization, designed and developed a best-in-class quality management program. Developed quality teams and business processes integrating training, quality, operations and new technology. Achieved start up to full operations within 3 months, including immediate 30% improvement in contact centers' call monitoring and quality performance

Government Consulting: Organizational Performance Management / Strategic Management / Project Management• Assessed programs and systems and designed high performance solutions; developed strategic plans and performance management systems with integrated, enterprise-wide scorecarding • In lead role, supported concept of operations and strategic plan development for national defense readiness and reporting system as well as performance management requirements across multiple high-profile projects: DoD Readiness and Reporting System (DRRS), U.S. Coast Guard Deepwater Acquisition Program, U.S. Navy Technical Data Analysis, Air Force Real Property Agency (AFRPA) / Base Realignment and Closure (BRAC), U.S. Army Sexual Harassment Program • Developed performance-based planning and budgeting practice for the Internal Revenue Service (IRS)

Government Consulting: Program Management / Operations• Directed regional assessment centers throughout the nation, evaluating and hiring thousands of candidates for the federalized airport security screener program. Conducted planning, operations, facility management and performance reporting; directed security, medical, logistics, computer-based training and human resource teams • Field liaison to Federal Security Officers to ensure program goals were met at federalized airports • As National Operations Director, managed pilot program testing the concept of privatizing the security screener program across the U.S.

Government Consulting: Organizational Performance Management• As Lead Management Consultant, implemented Baldrige National Quality Program with integrated performance excellence practices across Federal and County organizations • Trained Senior Leadership and Quality Improvement Teams; managed project teams targeting improvement in: Leadership systems, strategic planning, financial/market results, customer satisfaction, performance measurement systems, workforce management, process management and supplier/partner contributions • Developed and implemented strategic plans, integrated performance metrics and scorecards, performance review processes and systems• Project teams significantly boosted productivity and quality; client received prestigious national award for organization-wide performance improvement and exemplary quality management and customer service

Financial Management / Operations Management• Developed annual budgets, financial forecasts and cost analyses; established company-wide productivity and inventory performance measures and standards. Developed ERP manufacturing performance reports and cost and budget models. Developed inventory management database, procedures and training that managed inventory accuracy across 3 plants and 36 Inventory Control Points • Planned and coordinated plant quarterly physical inventories, including directing cross-functional teams with +100 person staff • Managed Process Improvement Teams that re-designed work flows and processes that: Improved inventory accuracy by 275% in multi-million dollar inventory, reduced material cycle times and tear down costs, with improved material availability • Developed payroll, financial and budgeting, production and physical inventory models and databases that were adopted as company-wide standards and best practices

Government Sector: Financial Management / Program Management• Developed cost analyses, feasibility studies and business cases; developed and controlled multi-million dollar budgets across eight state region• Directed 25 person staff in planning, programming, budgeting, accounting, administrative services and procurement departments; designed financial controls, new procedures and process flows to drive departmental efficiencies, reducing costs and staff levels• Restructured accounting, budgeting and procurement operations, reducing budget development, financial reporting, and procurement processing cycle times by 60%• Received U.S. Coast Guard's top Quality Excellence Award for outstanding performance by a financial management team. Member of high profile team that redesigned financial management organization across U.S. Coast Guard

Government Sector: System Analysis / Organizational Analysis / Process Management / Business Transformation• Managed Quality Management Board, directed major Quality Improvement Initiatives and Quality Action Teams• Conducted organizational studies and performance assessments of all financial systems and business processes. • Led Business Transformation Team that designed and implemented a state-of-the art production control/quality management system. Redesigned organization around new system production capability; re-engineered all accounts payable and customer service processes; developed and implemented standardized procedures and associated system and operational training programs across U.S. Coast Guard• Achieved breakthrough business results, including: 100% tracking and accountability of multi-million document and electronic transaction workflows, 58% processing efficiency improvement, elimination of all backlogs and employee overtime costs, 50% reduction in Customer Service staff, 68% reduction in late penalty fees, 60% increase in prompt payment discounts with + $5 Mil annual savings. Finance Center was recognized as a Center of Excellence, including receiving U.S. Senate Productivity and Quality Award for Virginia and U.S. Coast Guard Comptroller Quality Award

Government Sector: Operations Management / Program Management / Financial Management• Directed operations and support activities for 90-person organization performing law enforcement, search and rescue, boating safety and aids to navigation activities across multi-state region; planned and coordinated operations with local, state, federal and Canadian agencies • Planned and managed annual budgets; directed operations, engineering, security, electronics and facilities maintenance, medical, finance and supply, administration, personnel and training activities • Managed Civil Rights Program and Human Relations Council, promoting EEO, human relations and employee participation; developed program to improve administration and personnel management performance• Received recognition as highest performing unit in Great Lakes region

Government Sector: Program Management / Financial Management• Managed agency-wide programs totaling over $200 million. Developed policy, budgets, procedures and planning proposals for numerous programs and special projects; developed standard costs used for agency-wide planning, programming and budgeting activities• Within Coast Guard’s A-76 contracting program, developed computerized management system for $15 million program which accounted for over 100 funding details, streamlined program processes and reduced operational disruptions