- Manages team of analysts or large cross-functional matrixed teams who plan, perform, and implement process improvement and/or change management initiatives. - Responsible for the effectiveness of complex & strategic business processes and developed sustainable, repeatable and quantifiable business process improvements.- Processes typically affect multiple functions. Prevent delays & causes for inefficiencies of a multiple functions.- Manages the planning and implementation of process improvement and/or change management initiatives.- Coordinates matrixed team efforts to maximize performance, productivity and successful achievement of department/team metrics and goals.- Oversees data analysis, metrics, tools and budgetary expenses to assess best practices and effectiveness of processes and procedures and makes recommendations for improvement.- Developed and implemented processes to establish and maintain quality standards of existing products and services.- Developed policies, methods and procedures to supporting and lending to improvement of business processes and in support of change management.- Provided consultation on the use of re-engineering techniques to improve process performance and product quality.- Organized, led and facilitated cross-functional project teams.- Successfully built and managed relationships between various field and corporate contacts to fully meet their business process and change management needs. - Conducted performance reviews of team members to ensure performance objectives and expectations are met and, if not, takes immediate action to improve performance level.

Serve as a Work-stream Leader as part of HR Transformation that kicked-off in January 2019.• Reduced occurrences of off-cycle checks 20%+ by recommending policy changes.• Improved process design, resulting in labor savings of 1 FTE per month.• Facilitated multiple workshops to review current state processes, policies, and documentation, identifying process gaps and developing future-state processes and related implementation plans.• Recommended project management best practices which were accepted by executive management and implemented as part of the playbook for other work-stream leaders to follow.

Led high-impact projects with executive stakeholders being the SVP and GM of Autotrader and KBB. Projects focused on reducing Client churn, improving client satisfaction, and improving sales practices.• Enhanced resource planning and seasonality by creating capacity model for senior management.• Suggested and planned merging of job functions for more streamlined approach to managing clients.• Decreased client churn 18% by recommending improvements in the client onboarding process, revising client satisfaction surveys, and improving the client risk dashboard.

Analyzed business processes for waste, inefficiencies, and areas for improvement using variety of process improvement methods and approaches.• Supported business units and cross-functional processes by identifying continuous improvement opportunities with clear revenue, quality, cost, and / or efficiency gains.• Recommended process improvements over course of 4 years that resulted in over $1M in savings and cost avoidance.• Guided and supported change through organization and responded to feedback by serving as Change Agent for the Project Management Office.• Lowered costs and increased revenue by managing multiple transformation projects across cross-functional teams and resources.

Led multiple projects focusing on improving performance and efficiency for F&I team.• Obtained Six Sigma Green Belt certification and implemented best practices, resulting in 30% reduction of time to resolve suspended contracts.

Managed Transport Cost Out efforts. Developed transportation business analysis and worked with business leaders to identify savings opportunities. Ensured project execution and measured progress.• Achieved operational objectives by contributing information and recommendations to strategic plans and reviews.• Performed in-depth analysis, resulting in $600K refund from FedEx due to ongoing billing error, which later became a class-action lawsuit.• Developed and maintained suite of standard reports that supported transportation objectives, new strategic initiatives, and monthly reporting requirements.

Provided support to Sales for data retrieval, baseline performance, reports, and analysis on major accounts.• Earned multiple public recognition by VP of Sales Process and Support for fulfilling urgent report requests that helped facilitate closing of sales.

Developed and maintained contracts between DHL and independent contractors for Pickup and Delivery services. Maintenance included rating revenues on per shipment basis and geographic area, ensuring compliance, and representing highest quality and reliability for DHL.• Led special Business Process Reengineering project in collaboration with Internal Audit team, reviewing effectiveness of current process and identifying opportunities for improvement.

• Promotion from Account Manager. • Provides insurance rates for small organizations and companies while taking into accountability risks and profitability. • Work heavily with sales to sell cases and to retain accounts. • Ensures competitiveness among competitors and provide excellent service to the group and to other matrix partners.

• Maintain and setup dental HMO and PPO accounts. • Maintenance includes structuring new accounts with the proper divisions, entering renewal rates, activation and cancellation of accounts. • Job function also includes settlement of accounts at policy year end. Additional projects included calculating metrics for the department and reporting to the Senior Vice President of Underwriting. • Created Access program to move department to a paperless process and to better track metrics.

• Tasks include organizing meetings, compile and analyze sales reports, resolve escalated customer service issues. • Provided internal as well as external customer support to eight SunTrust branches in southeast Broward County.

Hardware and software troubleshooting and setup. Desktop support.