Nicole Smith Email & Phone Number

• Build and develop the project team to ensure maximum performance, by providing purpose, direction, and motivation• Lead projects from requirements definition through deployment, identifying schedules, scopes, budget estimations, and implementation plans, including risk mitigation• Conducts cost analysis, estimating expected costs for the project.• Outlines the tasks involved in the project and delegates accordingly.• Coordinate internal and external resources to ensure that projects adhere to scope, schedule, and budget• Analyze project status and, when necessary, revise the scope, schedule, or budget to ensure that project requirements can be met• Establish and maintain relationships with relevant client stakeholders, providing regular day-to-day contact on project status and changes• Establish and maintain processes for managing scope during the project lifecycle, setting quality and performance standards and assessing risks• Assign and monitor resources to ensure project efficiency and maximize deliverables• Develops reports of findings and recommendations and submits them to the senior management team for planning and corrective action.• Analyzes collected data to identify problems and trends.• Provides consultation and feedback to staff concerning areas of deficiency and problem resolution.• Design and implement survey data collection devices and procedures.• Works with department director to determine items to be measured, measurement method, and form of observational patterns along with senior management team.• Conduct reviews including observation of programming, review of data and assessments, and any interviews that need to be performed to complete process.• Train staff to utilize process measurement and process improvement tools.• Assist with the preparation of the Annual Budget incorporating performance measurements and bench marking analysis.

• Manage the development , alignment and execution of the City’s Strategic, Business and Operating Plans utilizing Citizen, Commission, and City Staff feedback• Responsible for the coordination of the City’s Performance Management Program, including the implementation and constant review of new software and City-wide performance measures • Identify, lead and coordinate process improvement projects utilizing Six Sigma Methodology to improve operational efficiency and effectiveness• Train and develop staff on the utilization of process measurement and performance management tools

• Project Manager for DMAIC projects requiring financial modeling, process mapping, and partnering with various departments within the company to generate ROI for the company and increase Owner satisfaction• Responsible for coordinating efforts with Internet Operations, Marketing, Sales, Owner Services, and Finance to create and implement new programs which enhance benefits for Owners • Completed competitive analysis to compare web and e-commerce capabilities of similar companies to incorporate best practices into the 2008 strategic plan, including implementation of electronic signature for Owner enrollment• Completed Six Sigma project on streamlining and marketing of Sales program used at point of sale to produce incremental revenue of $3 million in 2007• Developed technical and marketing strategic plans for 2008-2010 initiatives in order to drive current Owners to purchase additional contracts and attract new Owners with enhanced benefits

• Responsible for developing a budget of $8 million for the Owner Services department to be used in financial planning• Completed budget analysis for three year plan to determine staffing and capital expenditure costs• Implemented tracking to monitor and report budget variances which might decrease profits• Determined staffing needs by creating and implementing capacity studies, process mapping of current practices, and developing recommendations for the area

• Acted as a consultant for the General Managers of parks to determine instantaneous volume and timing of opening and closing due to capacity limitations and Guest expectations• Led capacity studies by setting up studies, training interns, partnering with operations, and facilitating re-cap meetings with senior executives for new attractions to identify opportunities for improvement with cast member training, system processes, and load timings

• Responsible for leading Budget Analysis team for all Walt Disney World Resorts to reach labor savings goal of $1.9 million through improved scheduling practices• Supported the Labor Management Process and front line management by providing ongoing analysis of demand forecasting and labor standards for approximately 750 cast members• Identified opportunities to increase scheduling variability by partnering with front line management and the Labor team to implement analytically based workloads in 10 locations• Oversaw the development, implementation and sustainment of global workload projects across 21 Resorts and 4 Parks

Mba, Business Adminstration

Bs, Industrial And Systems Engineering

Activities and Societies: Zeta Tau Alpha, President's Scholar Program