William Luke Email & Phone Number

Portland, Me, Us

Woonsocket, Ri, Us

Fort Lauderdale, Fl, Us

Guided team of 3 business system analysts in finance - worldwide controllership business area of company. Supported accounting systems upgrades and changes as well as leading associated business process improvement / optimization activities.Selected Accomplishments:- Delivered functional lead support for Controllership organization managing large integration balance sheet close project. Project was part of a company merger.- Aligned objectives and on-time project delivery by creating Statement of Work for vendor support and driving vendor management.- Reduced manual work (>500 hours) required to update trial balance sheet and adjusted journal entry transactions by collaborating with General Ledger business area and facilitating automation solution for close balance sheet transactions.

Toronto, Ontario, Ca

Directed team of 9 staff members as well as business process and controls and process optimization resources. Key functions included providing governance and monitoring in support of change intake work items and support/ lead applicable initiatives for US Customer Assistance (USCA) business area. Selected Accomplishments:- Placed rigor in project selection and prioritization aligned to business vision, mission and key objectives by developing and managing strategic planning process/ prioritization tool partnering with Senior Leadership Team (SLT).- Drove management accountability for meeting and exceeding business plan goals by developing and managing USCA key objectives scorecard.

Chattanooga, Tn, Us

Drove deployment for continuous improvement and Lean Management System across the organization. Orchestrated improvement initiatives from strategic planning, business case development/approval, event facilitation, project management, and realization of benefits.Selected Accomplishments: - Achieved total savings of $1.5M from implemented process and automation solutions by spearheading large customer journey improvement project for customer change processes.- Achieved 15 - 20% error reduction and turnaround time improvements to key business processes by constructing customer experience quality model for 400+ employee business organization.

Chattanooga, Tn, Us

Provided leadership, project management, and coaching to ensure participation and buy-in from all levels of leadership to implement improved processes. Responsible for process management and process governance for large IT organization with 20 ITIL processes.Selected Accomplishments:- Improved processes and project communications by building operational workflows, managed ongoing success, reported on risks and issues, and devised, tracked, and reported on specified success measures. - Increased capacity 15%, enhanced customer experience, and reduced turnaround time on completing requests and incidents by implementing process improvements. Results included:Time To Repair - P3 tickets from 29 hours to 6.5 hours and P4 tickets from 39 hours to 14 hours.

Chattanooga, Tn, Us

Directed a team of 12 Business Specialists focused on system support, problem avoidance, and process improvement identification. Led cross-functional project teams to partner with site leaders to implement employee engagement, process optimization, and technology improvements.Selected Accomplishments:- Decreased issue tickets from the business by 20% through problem avoidance opportunities executed. Facilitated increase of multiple business departments' efficiency through technology upgrades and process improvements.- Created an overall portfolio of improvement projects, tracking and refinement by building voice of the end user closed feedback loop process identifying tactical and strategic improvement initiatives.

Chattanooga, Tn, Us

Established statistical process control-related standards and procedures while leading improvements in processes, procedures, and capability. Provided leadership and consultative support across business areas on process improvement/design work using lean six sigma principles and tools.Selected Accomplishments:- Reduced risks, costs and boosted capacity in the Field, expanded sales and client management through design and implementation of the Ask Unum service model.- Increased capacity and reduced costs, $400K savings, by leading cross-functional Kaizen events generating sustainable improvements working closely with organizational stakeholders.

Master Of Business Administration - Mba

Bachelor Of Science - Bs