I am a “hands on” business operations expert specializing in Quality, Technology Management, Process Improvement, and Training.My service sector consulting has been focused on customer contact issues including: quality of call handling, consistency of information flow to customers from agent to agent and shift to shift, out of process handing and adaptation, call volume load patterns and forecasting, cloud and premise telephony , call routing issues and improvements, designed layered 8, 10, and 12 hour shift options to match call load with minimal no or rotation, career path options in customer service by identifying exactly what knowledge was required to handle each type of call, migration to near-real-time actionable metrics instead of weekly and monthly SLA historical reports, and more.My manufacturing sector consulting engagements were a mix of yearlong improvement initiatives and shorter training and staff development projects. These were not “soft skill” engagements. They were hands-on intensive rapid improvement projects grounded in statistical process control and statistical quality control, measurement science. We later adapted a version of these techniques to the service sector. “Six Sigma” is, of course originally coined as a brand and a book. The latest “branding” of these techniques is called “Lean”, but the discipline was called “statistical quality control” when we first offered our services.My training projects included University and private company sponsored classroom-style professional development in topics from basic skills such as spreadsheets, databases up to and including SQL, presentation software, and more specialized classes about Quality Data Analysis and Reporting, Statistics, statistics software packages, Process Management. Finally, before there were “belts”, project certifications and brand-name classes in the subject, I taught many classes for hundreds of associates in Statistical Quality Control and Capability Analysis, Statistical Process Control (e.g., “Six Sigma” Techniques and concepts), Project Management and Software Project Management.My IT and technical projects included supervision of ad-hoc technology teams for construction and overnight rollout of new telephony systems, national enterprise incident and technical help desk ticketing systems, IP video security, data collection strategies including real-time “state of the business” snapshots, and personal experience building a full stack metric dashboard system from Postgres SQL, through Node-JS and JavaScript.