Michelle Masters Email & Phone Number

Pittsburgh, Pennsylvania, United States

Pittsburgh, Pennsylvania

• Managed late 2018 and early 2019 roll-out of the Retail Lending Services’ Performance Management System, the proactive management of individual and team performance that includes monthly scorecard development and coaching techniques and routines• Consulted with over 50 RLS leaders to define/create metrics to measure performance of thousands of employees• Communicated and taught managers of purpose and associated standard work of the system’s routines in order to standardize management practices and documentation of frontline managers up to executive level leadership• Created and managed the master project plan; including roadmap, individual department timelines, weekly reporting to executive level RLS leadership, and standard work / templates • Problem solved with HR, finance, and business managers to determine system routines and reporting standards• Collected and analyzed data to create and trend daily performance metrics for over 20 frontline-level departments up to senior management • Implemented Lean/Six Sigma management system tools in 2-4 month deployment cycles, including cross-functional problem solving, daily metrics conversations, standard work development, and process confirmations• Worked with and influenced supervisors and site-managers to drive change initiatives throughout the bank• Produced executive level presentations to influence business unit teams to adopt management system cultural changes that drive increased productivity, reduced cycle times and improved employee experience • Conducted end-to-end process diagnostics in RLS Default and Statement Rendering departments to identify, quantify, size, and prioritize improvement projects with cost savings opportunities in over $300K per month and $1M annually, respectively• Transitioned opportunities to business units with end-to-end process maps, Gantt charts, FMEAs, and other tools

Saxonburg, Pa

• Supervised the operation of three stores with over $10M in annual gross sales• Recruited and hired five store personnel; and managed and developed approximately 50 store personnel• Conducted three full store inventories and bi-weekly financial and customer service audits• Ensured that managers maintained high quality products, correct signage, and clean and organized stores• Participated in two store openings and one store re-opening in western PA• Gave presentations and recruited at several career fairs and helped select potential future District Managers

Pittsburgh, Pa

• Attained Six Sigma Green Belt through a consulting project to improve in-store order fulfillment as part of "Buy Online, Ship From Store" program• Provided solutions to increase in-store fill-rate for online orders from 86% to 95% ranging from SOPs, HR management strategies, safety stock adjustments, and in-store order picking processes• Implemented Six Sigma methodology and tools such as SIPOC, Process Flow Diagram, Data Collection Plan, Pareto Chart, and Process Capability Chart

Pittsburgh, Pa

• Managed and procured services for North Shore Riverfront Park usage with more than 40 annual events and daily ongoing activities• Increased Park operational revenue to all-time high and negotiated license agreements and fees• Developed requests for proposals for various facilities and analyzed proposals with contracts over $1M• Organized pre-bid and pre-proposal meetings, and assisted in interviewing short-listed service companies• Chaired North Shore Special Event Committee meetings with all major area businesses to coordinate special events with daily business operations• Analyzed and produced the David L. Lawrence Convention Center 2012 and 2013 Annual Reports to the Board, which analyzed the economic impact the building generated for the region based on various metrics• Researched and wrote multi-million dollar state and federal grant applications for design and construction of the Lower Hill Redevelopment Project, resulting in $1.25M in awarded funds • Project managed pre-development of the Southwestern Pennsylvania WWII Memorial, helped write the Development and Maintenance Agreement, and coordinated construction with developer and contractor

• Supervised and trained approximately fifteen MHMR clients in a client-run Document Imaging business • Met scanning/indexing production quotas of approximately 50,000 images per week• Oversaw paper to electronic production process and performed quality assurance• Established job positions, hired employees and conducted monthly work performances• Developed and designed marketing materials and secured medically-based customers with revenue over $20K• Helped clients create resumes, cover letters, and conduct interview skills

• Recruited and maintained sponsors and participants for fundraising and community outreach events• Wrote press releases and event marketing materials

• Evaluated local musical talent and booked artists for showcases and concerts• Interviewed artists and hosted an online video musical showcase

• Host a live, weekly, two-hour DJ radio show and research various styles of progressive music.

• Wrote media alerts and developed pitches for medical equipment and procedures• Helped develop first draft bylines, clip books, and media audits• Coordinated major medical meetings and research professional journals for clients

Mba, Operations, 3.74/4.0

• Recipient of "Award for Outstanding Supply Chain Management Masters Student" • President of the Operations Club • Writer of the Katz.

Bachelor Of Arts, Communications & Rhetoric, Spanish, Gpa: 3.88/4.0 – Summa Cum Laude

• Phi Sigma Pi Co-Ed National Honor Fraternity scholarship and philanthropy chair • First student to complete a Communications & Rhetoric.

Education record