Ruth Seleske, Ph.D., M.A., Mbb Email & Phone Number

Charlotte, NC, US

Facilitating process design for Global Information Security

• In my consulting roles, I have managed or participated in a wide variety of engagements with local, national, and global businesses, not-for-profits, unions, and individuals, applying a variety of qualitative and.
• Engagements in strategy, marketing, sales, product development, customer/patient experience, information technology, supply chain, finance, operations and training for Utilities, Technology, Pharmaceuticals.
• Taught business, research, and statistics at multiple Universities in Michigan and Ontario, Canada.Selected Highlights:
• Built predictive models of customer satisfaction; partnered with Executives and Board of Directors to develop Customer Satisfaction Index and embed in Enterprise scorecard and annual incentive plan for DTE Energy.
• Reduced workflows75%, initiated Quality process, met record goals for Kaiser Permanente Insurance.
• Developed clinical prediction model; achieved success rate of 92% for Stolze Therapies.I provide wide-ranging solutions design, implementation and change management partnership to achieve key organizational goals. I.

Minneapolis, Minnesota, US

• Responsible for consulting and training physical and cyber-security employees on processes, metrics, and improvements.
• Documented, streamlined, and trained Security personnel on Purchase Requisition and Invoice Approvals processes. Reduced defects by more than 50% across multiple metrics.
• Designed and piloted applied approach to process training, integrating recent Lean Six Sigma best practices.
• Partnered with Continuous Improvement and program teams to improve, train on process changes and monitor compliance.

Minneapolis, Minnesota, US

• Responsible for developing and leading team to implement a standard framework, approach to process documentation and report operational metrics and KPIs.
• Adapted the American Productivity & Quality Center (APQC) Utility Process Framework as basis for an Xcel Process Framework (XPF) to provide structure for process documentation, measurement, benchmarking, and improvement.
• Developed and deployed introductory process training.
• Partnered with organizations including Operations, Supply Chain, Human Resources and Finance to document processes and develop performance measures.
• Quickly developed & implemented data gathering tool and integrated with system data; Discovered previously unrecognized causes for a critical financial concern. Defect metric reduced from > 15% to < 2% across enterprise.

• Responsible for leading team in training and facilitating process improvements.
• Implemented electronic invoice approval system, reducing time, errors and paper.
• Mined employee data, developed model predicting driver turnover to guide prioritization of resources.
• Implemented and facilitated communications council; improved relationships between leaders, union employees and non-union employees.
• Developed cost-benefit tools to assess new programs and other solutions for employee turnover.

• Responsible for developing and leading team to facilitate process improvements and business outsourcing.
• Developed data collection and analysis tools and led global time studies to assess sales and service activities. Identified cost savings opportunities valued at $30M per year, helped launch global technology and.
• Conducted international process documentation and led development to support new technology. Developed and delivered in-person training on new processes and tools in multiple countries.

• Responsible for documenting processes, analyzing metrics, and facilitating process improvements.
• Analyzed data from multiple sources, used qualitative and quantitative techniques to develop standard processes, built Excel-based tools to support leadership and reporting.
• Instrumental in turnaround of multiple client relationships, resulting in contract renewal, expansion, and prestigious award. Conducted process analysis and facilitated redesign. Improved cycle times, sales renewals.

Philadelphia, PA, US

• Responsible for developing and leading teams to facilitate process improvements.
• Integrated four employee teams tasked with documenting and analyzing processes, reporting business intelligence results, and driving improvements. Developed and launched Lean Six Sigma training program.
• Coached and partnered on solution improving IVR call deflection, valued at $12M annual savings.
• Coached on creation and implementation of multi-lens Service Desk scorecard; $250,000 annual savings.
• Streamlined business intelligence reporting/process changes; 20% cost reduction within the first year.

Phoenix, AZ, US

• Responsible for developing and leading team to facilitate process improvements.
• Co-led post-merger initiatives for systems, process, and human resources integration.
• Identified savings in organizational structure redesign. Estimated annual savings of $5M.

Detroit, Michigan, US

• Responsible for improvement and supporting delivery of Lean Six Sigma development program.
• Redesigned Lean Six Sigma program: reduced costs and increased effectiveness.
• Partnered in redesign of Lean Six Sigma training, increasing balance of quantitative and qualitative analysis.
• Implemented and coached multiple improvements across all areas of the company.

Detroit, Michigan, US

• Responsible for management and improvement of call center training organization.
• Redesigned training program; reduced costs and time to new-hire quality performance.
• Developed award-winning Quality Management program; implemented union-management communications council, obtained union support.
• Established call center root cause team, increased First Contact Resolution and satisfaction by 10% at DTE Energy.

Detroit, Michigan, US

• Progressive responsibilities for developing and managing quantitative and qualitative Voice of the Customer research and partnering with organizational leaders to implement customer-impacting improvements and develop.
• Built forecast models to monetize satisfaction, guide corporate strategy, resource allocation for DTE Energy.
• Built & linked transactional models to prioritize resource allocation toward strategic goals.
• Drove collaboration with Communications Executives to reduce costs and improve analysis of research to guide brand development, advertising and other marketing and customer communications.
• Championed and implemented Gallup Employee Survey with Organization, Human Resources and Union Leaders.
• Streamlined customer research program; reduced costs by 30% for DTE Energy.

Doctor Of Philosophy (Ph.D.), Industrial-Organizational Psychology, Statistics & Measurement

Master Of Arts (M.A.), Industrial And Organizational Psychology, Statistics & Measurement

Bachelor'S Degree, Psychology, Business