(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
Results-oriented Industrial Engineer skilled in achieving operational efficiency and increasing revenue in the Service, Telecommunication and Software industries. Business process improvement, data analysis and Six Sigma expert. Skilled in using data to drive business decisions, measure progress, improve customer experience and recommend innovative solutions. Facilitation and problem solving skills with a track record in clarifying business requirements, gap analysis and creating process and system improvements to increase productivity that lead to cost savings.
Traditional SDLC, 5S, DMIAC, Agile Process, Data Mining and Predictive Modeling, SCRUM, Lean Six Sigma, SIPOC, Kaizen, Kanban, JAD Sessions, Lean Manufacturing, Value Stream Mapping, Supply Chain and Inventory Management, Time and Motion Studies, Business and Customer Analytics, FMEA and MPL/CPLEX Microsoft SQL Server, MS Access, MySQL Business Analytics Programs: Excel, R, SSAS, SAP HANA, SAS, Tableau and Minitab GUI/Tools: MS Project, Visio, Access, Word, Excel, SharePoint, Jira, Bugzilla Software: SAS; Tableau, R, SSAS, SAP HANA, MS Office (Word, Excel, PowerPoint, Access, Outlook); Microsoft SharePoint, SharePoint, Microsoft SQL Server (SSRS, SSAS, SSIS), MS Access, MySQL
Marymount University Reston, VA Expected in 10/2014 Lean Six Sigma Green Belt Certification : - GPA :
West Virginia University Morgantown, WV Expected in 12/2009 Bachelor of Science : Industrial Engineering Economics - GPA : Industrial Engineering Economics
Centene Corporation - Business Analyst III
Morton Grove, IL, 01/2011 - Present
  • Employ customer service best practice, business process, analytical, statistical and project management skills in a dynamic environment to improve clients overall system efficiency.
  • Develop automated processes to support statistical analysis and data-mining using R and Microsoft SSAS.
  • Assimilates complex business requirements, processes, systems, and workflows associated with customer care delivery for large enterprises and prepares client facing deliverables based on on-site discovery engagements as well as output from analysis of existing-client solutions.
  • Develop work processes and standards to maximize productivity and efficiency.
  • Regularly interface with executive level internal and external clients presenting written and oral deliverables of findings.
  • Reduce call center operation costs by analyzing contact center technologies, processes and providing actionable solutions Manage the Business Analytics, Tableau dashboard creation and Predictive Modeling process Create standards for product and customer interaction analysis Manage scorecards measuring operation performance (employee utilization, project productivity, application efficiency, etc.) Developed and manage the customer experience algorithm that measures intent, interaction and perception of IVR callers Leading a cross-functional team in establishing data collection standards and governance strategy Directed a cross-functional team in the design and launch of best in class Prepaid IVR product that resulted in 48% reduction in delivery hours Lead of the data mining initiative that resulted in the development of an IVR Fraud solution a differentiator within the IVR industry Identified key roadblocks and proposed effective solutions that led to over $1 million dollars in operational efficiencies across a $5 million organization.
Jones Lange Lasalle Inc. - Data Analyst
Lodi, CA, 01/2010 - 01/2011
  • Analyzed Network Accessibility, Retainability and Data Throughput and created benchmark reports across all carriers in the US.
  • Performed SWOT analysis on clients and competitors networks; Created client facing deliverables.
  • Used advanced Excel techniques for analysis of existing telecommunication network and geo-location and presented results to leadership Mined, cleaned and validated large volumes of data used in creating automated daily and ad-hoc reports Collaborated with a cross functional team of Radio Frequency (RF), Data Collection, and Quality Assurance specialists to execute root cause analysis of dropped calls and call failures Analyzed collected data to highlight trends and optimization needs for various wireless carriers Ensure timely analysis and reporting of processed RF data, ensuring scheduled requirements are met.
Calportland - Plant Engineer Intern
Bremerton, WA, 01/2007 - 01/2008
  • Competitive internship with a leading manufacturing and servicing firm.
  • Developed new work methods and standards that eliminated bottlenecks which reduced processing time and energy cost.
  • Reduced plant energy costs by 12% annually, identified and eliminated non value-added steps Improved plant efficiency, eliminated sorting difficulties via implementation of 5S principles Developed new compensation and incentive systems to maximize employee potential Coordinated with supplier's and contractor's schedule changes and delivery timelines Conducted time studies of the overall processing cycle including equipment (washers and dryers).
ad, Agile, business process, call center, oral, Competitive, client, clients, customer service, customer care, data collection, Data Mining, data-mining, Databases, delivery, functional, GUI, IVR, Inventory Management, leadership, Lean Manufacturing, Access, MS Access, Excel, MS Office, Outlook, PowerPoint, MS Project, Microsoft SharePoint, SharePoint, Word, Minitab, Modeling, MySQL, Network, networks, optimization, presenting, processes, project management, Quality Assurance, Radio, reporting, SAP, SAS, SCRUM, SDLC, Six Sigma, sorting, Microsoft SQL Server, statistical analysis, strategy, Supply Chain, Tableau, telecommunication, Visio, written

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School Attended

  • Marymount University
  • West Virginia University

Job Titles Held:

  • Business Analyst III
  • Data Analyst
  • Plant Engineer Intern


  • Lean Six Sigma Green Belt Certification
  • Bachelor of Science

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