Michael Mana Email & Phone Number

Tampa/St. Petersburg, Florida Area

Sets strategies and establishes high performing work teams with the goal of enhancing the customer’s experience, growing share of wallet, and attracting new logos.For the executive team -* Identifying and setting realistic strategic and executive goals* Cascading strategic goals into operational action and performance* Delivering and measuring Client Value* Managing an organization through Change* Effectively servicing Low Margin clientsOther Services and Training:* Executive coaching sessions* Developing leadership and managerial bench strength* Critical thinking and problem solving* Emotional Intelligence and analytical personalities* Maximizing the Client Experience through Value Stream and Customer Touch Point Mapping* Evaluating and negotiating specifications and service levels* “Big Data” analysis techniques to understand your customer base* Business Financials for frontline managers* Lean, Six Sigma, & Minitab training & project management15 years in the petroleum and chemical processing industries - field, plant, research, vendor management, quality control, & leadership of ISO 9000 & cGMP Quality Management Systems. Businesses supported - ARCO Oil & Gas, Great Lakes Chemical, Halliburton Services, Norton-Alcoa Proppants, Fish and Neaves, Carbo Ceramics & Dowell. 13 years financial & BPO industry experience - call center operations, vendor management, contract negotiation, re-engineering & process improvement. Businesses supported - GE Capital, Royal Bank of Scotland / Citizens Bank, PSCU Financial Services, & Stream Global Services/Convergys.

Tampa/St. Petersburg, Florida Area

Direct the development, standardization and stabilization of business processes to ensure consistency in meeting service delivery goals for Stream's global presence. Leverage analytics in a working relationship with Business Development to promote program value, increase share of wallet, and capture new business. Align Stream's quality management system with client requirements and internationally recognized standards (COPC, ISO9001, etc.) to evidence performance and continuous improvement.

Change agent, mentor and MBB for the Regional (corporate) Performance Improvement team supporting 14 BBs and >300 GBs across 10 hospitals and more than 120 additional sites of patient contact.

Tampa/St. Petersburg, Florida Area

Delivering excellence in business processes and value streams through contracted services. ILT and virtual training in Lean, Six Sigma, MicroSoft Office products, and MiniTab.

Led corporate and divisional strategies to improve cost structure by automating processes, reducing unit cost, eliminating redundancies and accelerating revenue streams.

Managed daily operations of an inbound BPO call center supporting high profile retail clients. Coordinated user acceptance testing, training, disaster recovery planning, change management, reserve staffing across multiple locations, incident recovery, and client relations.

Call center managementVendor managementSix Sigma Master Black BeltBusiness unit references: GE Card Services / GE Consumer Finance / GE Money

Directed the cascaded implementation of Business Process Management within Manufacturing. Trained employees in Process Management, Six Sigma, quality tools and statistics. Led a team of 10 Black Belts and trained 80 Green Belts. Embedded statistical process control (SPC) techniques in manufacturing operations.

Multi-plant responsibilities:ISO 9000cGMPSix SigmaGreat Lakes Chemical has become Chemtura Corp

Specialty areas, lab and field:fracturing fluidsdrilling fluidsproppants