I lead continuous improvement efforts within Enterprise Learning at ADP. I develop continuous improvement training material, teach Green Belt level classes, and coach ADP Associates through process improvement projects.

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Successfully led a refund initiative that reduced corporate refund rate by 80 basis points Led the deployment of a refund policy change that included training, communicating and providing policy resources to front line staff and leadershipDecreased Average Handle Time of out of policy refund calls by 4.35 minutes per callLed the effort to build Tableau dashboard to provide real time refund analytics to product managersCo-facilitated Yellow Belt course and mentored Yellow Belts

As a member of the Claims Process Engineering team, I led process improvement projects in the Claims department. Conducted time study observations of all claims divisions gathering task times and discovering opportunities for improvement through process observation and interviews with front line staff and business leadersValue stream mapped the claims loss reporting process identifying improvement opportunitiesFacilitated process mapping and value stream mapping sessions with front line staff and business leadersFacilitated internal Lean and continuous improvement training to process teamsDeployed Hammer’s process maturity model within the claims organization to measure and baseline the qualities of a mature process driven organization

Helped shape the global agenda of the PEX Network and improve the quality of learning opportunities and resources for Lean, Six Sigma, continuous improvement, and BPM practitioners. Contributed to a monthly column on the PEX Network "PEX Advisors: Observations on the Journey"

At Apollo Group, I led process improvement projects under the Apollo Excellence (ApEx) initiative. Accomplishments include:Led/collaborated large-scale organizational change efforts, including business process and user experience improvement associated with massive CRM/Customer Resource Management initiative.Managed/collaborated on projects that identified opportunities and supported the execution of projects with cumulative ROI/Return on Investment potential exceeding eleven million dollars.Facilitated reinvention of contact strategy for University of Phoenix.Led several key projects supporting reinvention of the student experience for Apollo Group students.Created, socialized and delivered a comprehensive improvement awareness program to more than 400 employees, including Managers, Directors, and Vice Presidents.Collaborated on development of enterprise improvement framework, integrating concepts from Lean and Six Sigma (DMAIC/Kaizen/Business Assessment).Developed and co-facilitated comprehensive program for Lean/Six Sigma training, including blended eLearning curriculum which led to training, certification and mentoring of Green Belts.

Freelance market research and writing for the business process improvement industry.

I managed all research activities for iSixSigma, including iSixSigma.com, iSixSigma Magazine and iSixSigma Live! Conferences. My greatest accomplishment with iSixSigma was researching, writing and publishing 27 benchmarking research articles for the Magazine. I also grew the iSixSigma Blogosphere from the ground up, recruiting and managing process improvement bloggers from around the world as we wrote about the latest issues and trends within the industry.

Founded the professional blog SixSigmaCompanies.com - dedicated to providing information on the Six Sigma deployments at Fortune 500 and Global 500 companies. Sold the blog to iSixSigma, LLC in May, 2005 and joined iSixSigma as Research Manager overseeing the newly formed iSixSigma Blogosphere.

I started Barq's - The Blog with BITE, to learn what the blogging craze was all about. Little did I know I was on the cusp of the brand blogging phenomenon that would land my Barq's story along with several other brand bloggers, in the New York Times!Since then, mentions of the blog have been published in the Arizona Republic, OMMA Magazine, and several books about blogging, including two marketing textbooks. While I don't blog about Barq's root beer anymore, I surely still drink it.

While at Six Sigma Academy (now SSA & Company), I managed all market research and competitive intelligence activities for the company. I teamed with marketing, sales and business development to provide them timely information and context to help them make decisions. One of my greatest accomplishments at SSA & Company was estimating the size of the market for Lean and Six Sigma consulting and training services. This data gave executive management the information needed to target industries and grow revenue.

Six Sigma Project: Internet Response Cycle Time ReductionUtilized Six Sigma DMAIC methodology to decrease response cycle time for inquiries originating from the web. Employed Process Maps, Cause & Effect tools, SIPOC and FMEA charts to identify the root causes of untimely responses. Benefits achieved: Response time reduced to 14 hours and defects reduced by 76%. * Completed 4-week Six Sigma Black Belt training, September - December 2002* Completed intensive TRIZ training (Theory of Inventive Problem Solving) and team project* Mentored Green Belts

Worked with Executive Pastry Chef, Letty Halloran Flatt, author of the Chocolate Snowball, and Executive Pastry Chef Steve Harty at the Snow Park and Silver Lake bakeries. I baked fresh bread and desserts for the Mariposa Restaurant at the Silver Lake Lodge and the Seafood Buffet at the Snow Park Lodge.Favorite recipes include, chocolate French silk pie, carrot cake, and milk chocolate cheesecake. mmmmmm....cheesecake.