Continuous Improvement Business Process Analyst resume example with 20+ years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000
Cell:
resumesample@example.com
Summary
Detail-oriented business process analyst bringing in-depth knowledge of Six Sigma methodologies. Employs root cause analysis to identify issues and develop process improvements that lead to company-wide savings.
Highlights
Microsoft Excel
Microsoft Word
Microsoft Outlook
Microsoft PowerPoint
Microsoft Project
Microsoft Visio
Microsoft Access
Business Objects
Crystal Reports
SQL
Minitab
Oracle BIEE
Accomplishments
Green Belt Certified - 01/18/2005
Black Belt Trained (working towards certification) - 10/15/2013
Experience
Continuous Improvement Business Process Analyst, 08/2010 to Current UNITED AIRLINES – City, STATE,
Serve as an internal consultant for departmental and senior management.
Perform business analysis of United DIA performance.
Implement new techniques and the use of analytical tools.
Identify and evaluate opportunities for change in policies and procedures to improve performance.
Create plans and proposals to address opportunities within DIA and assist with implementation of major process changes.
Work cooperatively and closely with senior management, vendors and technical staff.
Perform a project management role for assigned areas and projects.
Develop functional specifications for automation system enhancements.
Publish, create and own performance reporting for United at DIA Airport.
Maintain and update management reports.
Create ad hoc reports as requested by management.
Contribute to bi-weekly continuous improvement meetings.
Present project status updates and performance updates via PowerPoint presentations to management weekly.
Assist with project replication efforts.
Identify potential cost saving opportunities and project ideas within the organization.
Report on project statuses and savings to various levels of audiences/management.
Manage Issue Resolution process and information boards within the United DIA location.
Train on ideology of Continuous Improvement and relevant processes.
Completed two improvement enhancement Green Belt projects for the United DIA location.
Received Black Belt training and working towards certification.
Currently working on two performance enhancement Black Belt projects for United DIA location.
Team Leader/Senior Reporting Analyst, 06/1999 to 09/2010 FORD MOTOR CREDIT COMPANY – City, STATE,
Performed variance analysis on various regions assigned to the business center.
Supervised a team of 12 -15 reporting analysts/loss prevention representatives to ensure business center objectives were met.
Completed ad hoc reporting requests to meet the needs of senior management.
Provided meaningful analysis of the reports by identifying trends and potential problems.
Ensured required reports for senior management were produced timely and accurately.
Continually drove for process improvements and suggested areas of opportunity to management when appropriate.
Delivered performance presentations on findings to senior management within the business center.
Produced PowerPoint presentations for management monthly meetings.
Prepared daily and monthly reports related to goals and objectives for team and department.
Provided prompt, courteous, and knowledgeable service to both internal and external customers.
Negotiated possible alternatives with delinquent customers in order to reach the most.
Prepared and adjusted work schedules for team and department.
Participated in new hire process, including interviews and training.
Mentored, coached, and trained employees weekly.
Held weekly call quality reviews to improve performance and customer experience.
Ensured that any disciplinary actions or rewards were given in an equitable manner.
Informed team members daily of any legal or procedural changes within Ford Credit.
Worked extensively with attorneys to resolve accounts in states where legal representation was necessary.
Constantly monitored my team’s monthly budget and goals against company objectives.
Received and handled escalated calls that required management intervention.
Created job aides to simplify complex/difficult to understand changes to procedure.
Received Six Sigma Greenbelt certification.
Assisted with data identification and developed new process for Six Sigma projects.
Assisted with reaching a $600,000 expense reduction initiative for the Business Center.
Regularly volunteered for community service events. (Race for the Cure, Junior Achievement, Silver Key, Diversity Council, United Way, March of Dimes)
Was awarded the “supervisor of the month” award numerous times as voted by peers and employees.
Maintained a 90% or higher supervisor satisfaction performance survey score which was conducted by direct reports.
Education
MBA: Project Management, Expected in 2006 Colorado Technical University - Colorado Springs, CO GPA:
Bachelor of Science Arts: Project Management, Expected in 2005 Colorado Technical University - Colorado Springs, CO GPA:
Assoc. of Science: Computer Programming and Network Operating Systems, Expected in 2003 Denver Technical College - Colorado Springs, CO GPA:
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