Nessa Venida Email and Phone Number

I worked hand-in-hand with my Manager to implement the Lean Six Sigma program in the organization. I designed the training curriculum and materials and facilitated Yellow and Green Belt training sessions. I led projects and coached colleagues on their process improvement initiatives. These were diverse projects from different teams, such as Technology, Finance, Marketing, Document Support, Knowledge Management, HR, and Administration. I handled the Lean Six Sigma certification program. There were more than 90 projects completed with significant savings and over 700 employees were trained.Aside from Lean Six Sigma, I developed, implemented, and managed the Quality Assurance framework of different departments through coaching and consultation. Our team reviewed the department scorecards and recommended relevant metrics and KPIs to effectively measure performance. I also consolidated and analyzed data as required to evaluate performance against targets.

Senior Continuous Improvement Officer (December 2012 – August 2014)Continuous Improvement Officer (March 2011 – December 2012)I managed and coordinated the Six Sigma and Quality Management System initiatives across the call centre. I worked with functional units and executive management to identify key projects and overall strategy. I built work teams for the projects, coached teams, tracked progress, and evaluated project results. I also trained and certified employees for the Six Sigma certification program.I obtained the Six Sigma Green Belt certification by coaching a first call resolution project. I was sent to a Black Belt training program after a few months of getting certified.

I supported a team of customer research representatives by managing their performance through coaching, feedback, and action planning. I handled escalated and support calls to resolve customer issues. Our team received the President’s Award in 2011 for exemplifying outstanding team performance and embodying company values.

I consistently met the monthly quota of call quality performance evaluations for customer service representatives. I was first to pass the accreditation facilitated by the Australian telco client. As a result, they made me lead the accreditation of the succeeding coordinators and new team leads. I maintained high calibration scores which ensured alignment to scoring standards.