Osmen Leung Email & Phone Number

Toronto, Ontario, Canada

Toronto

• Data Conversion
• Data Cleanse
• Pension Calculation testing

Toronto

• Led major projects from scoping to implementation in project management using statistical and root cause analysis, value stream mapping, documentation and design of key processes for major Pension Operations.
• Developed and implemented new Client Services Scheduler reducing processing times by 96% while ensuring maximum line coverage by incorporating agent performance and forecasted 15 min volumes.
• Established new procedures in reviewing financial control reports across operations
• Established new AVC Income program bringing in an additional $2.5M over one year.

Toronto

Managed the Offshore Tires, Wheels and Installation Accessories line of business through forecasting dealer demand and managing inventory replenishment to 500 stores across Canada

Mississauga, Canada

• Led project to conduct work analysis by creating process models and metrics to measure work performance.
• Created dashboard displaying established standard work with performance summaries and target work rates for each employee in the Broker Assigning function. (Excel: vlookup, Pivot Tables, SQL, MIS databases)
• Used various IE practices including MOST predetermined time studies, sampling studies, data mining/analysis.
• Distributed weekly reports to managers across Canada and hosted calls to discuss productivity results and opportunities for improvement.
• As a result of these metrics, work performance increased from 85% to 100% in 5 months’ time. Along with the increase in performance, the benefits of the project are a resultant 7.5 FTE savings during the duration of.