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Street Address Willard Ave. PHONE NUMBER AVAILABLE
Chevy Chase, MD
EMAIL AVAILABLE
DIRECTOR/SR. PROCESS ANALYST/ CHIEF OPERATIONS ANALYST
Project/Process Management/Product Marketing/Supply Chain
Management/Process Initiatives
Experienced Leader with extensive experience in Back Office management,
including people management success of teams from 5 to 40+ professionals.
My focus is on finding the lost dollars and putting them back to work
through process/project control & analysis and tools implementation. My
expertise was developed at two multi-billion dollar corporations, in both
headquarters and divisional roles, and positively impacted more than 20,000
employees, multiple lines of business and recovered approximately $70M
(annualized) in lost revenue. Process consultative initiatives have
addressed critical business data assessment, detailed process design
specifications and re-engineering and been a chief designer/implementer of
SAP and other WMS systems. Interpersonal and communication skills allow
collaborating with all levels of management and sound contributions to a
strong leader in traditional or matrix management environments.
EXPERIENCE
Nortel Networks 2000-2008
Richardson, TX
Quality Engineer, Hardware Reliability/Coordinator, Global Customer
Investigations Process (GCIP)
Service Quality Prime (Enterprise Networks)
Channel Effectiveness Manager (Enterprise Networks)
Senior Manager, Operations Process Development (Wireless Networks)
Manager, Process Development (Wireless Networks)
. Developed, implemented and oversaw reverse logistics supply chain
processes to expedite the return of failed hardware to the appropriate
investigation site for failure and/or root cause analysis; Enterprise
GCIP process
. Established and monitored the performance objectives of third party
repair vendors in the delivery of fast cycle failure analysis (FCFA)
including establishing Key Performance Indicators, reporting and
audits.
. Reduced FCFA turn around by 20% through the implementation of forward-
view reporting to control, avoid and reduce abuse, errors and non-
compliance in process adherence
. Managed staff of eight professionals (specialists and managers)
including IT, Metrics Reporting, Training, and Process Improvement to
establish common Order Scheduling processes for all available Wireless
technologies positively impacting employee churn with a 50% reduction
and allowing market inventory forecasts to be lowered by 25%.
. Expanded New Product Introduction program to include Order Operations
participation in customer trials and process validation, reducing Time
to Market intervals by 3 months (avg.) through development of
coordinated product and process testing, advanced personnel training
and supply channel development.
Siemens Wireless Terminals
1996 - 2000
Richardson and Austin, TX (Information and Communications Products)
Senior Manager, Business Process development
Senior Customer Service Account Manager
. Developed information interface requirements for Product Development,
Marketing, Operations and Finance organizations to support product
life cycle requirements of Wireless (green field) and Residential
Cordless (legacy) products.
. Designed, developed and implemented business processes for SAP
implementation of SD, MM, WM, FI/CO modules. Tools used included
VISIO and MS Project.
. Developed customer specific service programs to reduce traditional
inventory loss and shrinkage due to repair, returns and shortage
issues.
. Directed business process and improvement in all aspects of supply
chain performance from Planning and Purchasing to Accounts Receivable,
including the area of manufacturing efficiency (production of
subassemblies and spares).
. Reported to Chief Financial Officer on special cost reduction/site
consolidation project resulting in facilities savings of approximately
$150K per month.
. Earned ISO 9000 quality auditor certification
Northern Telecom, Inc (Nortel)
1985 - 1996
Nashville, TN
Senior Manager, Operations and New Product Introduction (Enterprise
Networks, NPI)
Manager, Product Marketing, Norstar Digital Key Systems (Enterprise
Networks)
Network Support Specialist, Network Operations (Corporate Headquarters)
. Developed and introduced Marketing NPI process to bring Marketing
requirements into product introduction and development including OEM
product identification and testing. Process was later implemented company
wide as "Ready-To-Sell" program impacting 20,000+ employees and multiple
business lines.
. Supervised Order Management (distributor support) and Call center (end
user support) service staff of 45.
EDUCATION
Bachelor of Science in Industrial Engineering, University of Tennessee -
Knoxville, 1985
Masters of Business Administration -Project Management; 2013 (planned)
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