Molly Mcmahon Email & Phone Number

Duluth, Minnesota, United States

Key leadership team member for driving transformation, work quality, and employee and member satisfaction. Developed consistent project management practices and metrics to improve communication and the quality of project delivery. Implemented process improvement methodology leveraging Lean practices to create efficiencies, reduce manual efforts, and enhance member satisfaction. Facilitated cross-functional team collaboration to drive sustainable cultural change, supporting the strategic plan.Improved projected on-time project delivery from 40% to 70% within six months.Lean practices focused on eliminating manual processes that reduced the accounting daily close time by 30%.Implemented and facilitated lean and standard work practice training for new supervisors that boosted confidence levels and retention.

Greater San Diego Area

Formerly USE Credit Union. Oversaw the project management program to ensure projects were aligned with the company's strategic goals, followed company project management methodology, and ensured resources were assigned appropriately. Managed complex projects from design to implementation and ensured risk mitigation strategies were implemented.Established and matured the Enterprise Portfolio Management Office, providing methodologies, standards, education, resources, consulting, systems, and reporting to meet regulatory needs.Led a portfolio of projects to replace the credit union’s core banking systems, reduce 3rd party solutions, optimize key processes, and enhance the credit union’s ability to meet member needs and react to new market trends.

Collegeville, Pennsylvania, United States

Provided thought leadership for customer service process and procedure evaluation and development for a department of 500, handling over 500k calls annually. Assessed procedures, processes, and tools to identify improvement opportunities, training needs, and team member compliance. Represented the customer service business and acted as the voice of the customer on cross-functional teams focused on technological and procedural improvements for agent workflow systems.Reduced issue resolution time by 30% and reengineered processes to expedite problem resolution.Developed and delivered training on new procedures and processes to front-line Customer Service team members, resulting in a 10% reduction in errors.

Collegeville, Pennsylvania, United States

Developed and maintained project plans to achieve corporate objectives. Managed project deliverables and progress through continuous communication with team members, stakeholders, and senior leadership.Worked with cross-functional teams to develop system capabilities that improved customer communication, case management, and issue resolution. Documented procedures and developed and executed training of new systems and enhancements.Oversaw projects to enhance customer notification, resulting in a 30% improvement in labor efficiency and 25% in customer satisfaction scores. Worked with cross-functional teams to develop system capabilities that improved customer options and proactive communication. Improved call center production by 23% by developing a customized Salesforce.com solution for case management of issue resolution. Documented procedures and developed and executed training of the new system. Post-deployment provided support as a team administrator.

Western Region, Usa

Provided thought leadership, support, and planning for managing high-end accounts and providing customer service. Selected, developed, and supported team members through ongoing meetings, team calls, and training. Partnered with the account team to develop account strategy and negotiate contracts. Worked with team members to identify opportunities for up-sell, program, and margin improvements. Escalated notification of at-risk customers, service concerns, and contractual issues to senior leadership, assisting in the development and execution of mitigation efforts.

Western Region, Usa

Provided day-to-day program development, support, and service-level management of strategic accounts, including account communication, issue investigation, and resolution. Collaborated with enterprise team members to establish account strategy and provide analysis, strategy, and implementation support for contract renewals and price increases.

San Diego, California, United States

Lean Six Sigma Leadership, A+

Lean Six Sigma Leadership is for leaders who want to help shape a sustainable culture of continuous improvement and build and coach.

Bachelor Of Science - Bs, Business And Marketing