Order Fulfillment Enterprise Process Lead

Led rollout of order entry tool for Independent Third Party Retailers, increasing automation and efficiencyImproved Open Work Order Communication, reducing days to contact past due customersLed Ordering and Order Fulfillment workstreams for major CRM project, driving process improvements and increased collaborationManaged portfolio of robots and automated processes, generating over $7 million in revenue and identifying new opportunities for implementationOversaw department-wide process improvement effort, increasing completion rates and reducing OpEx by $5 millionDesigned and implemented 2 RPA scenarios for billing, projected to increase revenue by $6 million over 5 yearsLed legal compliance work across all customer facing channels, ensuring fair and accurate prices for customers in real timeAutomated Multi Dwelling Unit contract payment process, saving time equivalent to a full-time employee

• Created a model in Excel to analyze the first 2 years of performance for frontline sales employees• Provided insights and recommendations to executive leadership on how to shorten the period of time that it takes new hires to become fully productive and increase revenue• Visualized the data output from the model using Tableau and automated reporting process for the future

- Acted as an internal consultant for Reservation Sales, Customer Care, and Social Media, gathered pertinent data and conducted analysis to evaluate current processes and performance, and developed business cases and presented recommendations to executive leadershipFall 2017:- Conducted a time study on over 500 customer calls and made recommendations to improve customer service, increase upsell rate, and lower call handle time for a call purpose analysis for Reservation Sales- Traveled to various Engagement centers to understand the Global and Regional Upgrades used by High Value Customers and made recommendations to reduce errors in the ticketing process- Analyzed over 300,000 passenger flight records to determine the effectiveness of the automated reseating engine during schedule changes or irregular operations- Answered customer service calls during Hurricanes Harvey, Irma, and MariaSummer 2018:- Automated several processes within the resource planning team using SAS and Tableau to eliminate individual contributor time by over 100+ hours per year- Performed a statistical analysis to determine the effectiveness of interview scores in predicting employee performance- Revamped the Service Recovery Tool created by Boston Consulting Group and assisted in the rollout to Delta's frontline specialistsSpring 2019:- Worked with the Director of Resource Planning and Divisional Reporting and Analytics to create and implement reporting processes for Delta’s Customer Engagement Centers to measure employee performance leveraging Hyperion BRIO and Excel. This resulted in saving time equivalent to half a FTE- Provided support to Engagement centers through constant communication and statistical analysis to improve the Reservation's operation- Audited and provided recommendations on improvement of new Incentives program to improve KPI metrics by 10%- Mentored 2 new co-ops and getting them integrated into the workplace

Health Care Systems and Operations Researcher- Worked on systems improvement projects for Kaiser Permanente and Children’s Healthcare of Atlanta- Analyzed large amounts of data using Excel, SQL, and Python to create decision tree process maps- Created a predictive model with a team that describes and optimizes medical processes for CKD- Implemented a strategy to reduce the amount of Hospital Acquired Infections

- Help run daily operations of STEM orientation program for youths - Interact with Georgia Tech staff and faculty on a daily basis - Provide customer service to parents/family of Summer PEAKS students

- Assessed property damage, conducted estimates, and negotiated prices for various projects. - Cleaned, repaired, and voided rental properties to prepare units for new tenants.