Marlene Mirabile Email & Phone Number

Upton, Ny

Manage the Performance Analysis Group within the Quality Management Office to systematically enhance institutional performance through data analysis, management of risks, assessments/audits, causal analysis, and Lessons Learned. Facilitate predictive and proactive decision-making through monitoring, analysis, and reporting on operational performance trends, events & issues, and corrective actions.

Hauppauge, Ny

Drive the evolution of Performance Measurement forward through Analytical Statistics, Predicitve Analysis, Key Performance Indicators and Best Practices. Communication and collaboration horizontally across all departments to understand their processes and reporting needs for all Branch Support entities both N.A and Global. Identify, track and analyze equipment performance through actionable reporting. Workflow and Quality Insurance Lead for requests feed from external departments. Manage user requests from requirement to delivery against MIS resources and data elements.

Hauppauge, Ny

Drive the evolution of Performance Measurement forward through Analytical Statistics, Predicitve Analysis, Key Performance Indicators and Best Practices. Communication and collaboration horizontally across all departments to understand their processes and reporting needs for all Branch Support entities both N.A and Global. Identify, track and analyze equipment performance through actionable reporting.

Trained and supervised 12 enumerators during field operations. Implemented mandatory training by using classroom instructions, practice interviews, and on-the-job guidance. Assigned duty areas to employees, observed employees in the field, provided on-the-spot assistance and supervision. Reviewed and certified daily payroll and progress reports and ensured that work was completed within established time schedules.

Business Operations Prime for EMA Product Support (2007- 2010) Managed daily operations utilizing and implementing Lean Six Sigma (LSS) principles. Identified and managed resources, including cross-functional team members to successfully execute process improvement initiatives. Measured performance against process requirements, analyzing metrics for indicators of future improvement opportunities. Developed process improvement policies. Demonstrated ability to collaborate with all levels, effectively interact with executive management. ·Successfully managed team of 60 to record 100% of their time with 90% of it being recoverable against service contracts.·Effectively worked with Director in successfully achieving budgetary requirements of 10% cost reduction year over year. ·Increased percentage of cases closed in under 48 hours to exceed company priorities and increase customer satisfaction by developing a kanban, visual indicator, “Just In Time”, report.·Improved ROI by coaching solution authors in effective solution triggers and content based on identified “Best Practices”, resulting in high solution “re-use” rate and minimized case arrivals.·Successfully utilized “Current” and “Future” state mapping, Quality Function Deployment (QFD), Failure Mode Error Analysis (FMEA) to reach DMAIC and DMADV project objectives.

Provided 365x24x7 application and system support for Voice Response, Multimedia Processing and Oracle based Pre-Paid Calling Card systems to field technicians, distributors and direct customers across North America, Caribbean, Latin America and ASIA PAC regions. Effectively supported manager in her absence by supervising the support team, handling escalating issues and evaluating customer support needs.·Led team of Support Engineers for the Caribbean and Latin American region ensuring quality, consistency and timely responses.·Managed and documented telephony, networking and application issues remotely or on-site for dozens of key global clients ensuring that projects remained on target. ·Increased billable hours revenue by utilizing Business Objects to alert of cases with no contracts. ·Utilized Business Objects and CSAT surveys to verify that they were achieving the TL9000 requirements. ·On a quarterly basis provided CALA support recoverable hours to finance prime for cost recovery.·Consistently passed annual department TL9000 certification audits. ·Prime team contact for Knowledge Management tool Primus. ·Leader of Y2K Planning and Rollout team for CALA Customers.

Provided 365x24x7 application and system support for Voice Response, Multimedia Processing and Pre-Paid Calling Card systems to numerous field technicians, distributors and direct customers across North America, CALA and ASIA PAC regions.

Tested and troubleshot Voice Processing Systems including both hardware and software.

Masters, Business Administration And Management, General

Certificate, Project Management

Bsee, Electrical Engineering