director of operational excellence resume example with 18+ years of experience
Jessica
Claire
resumesample@example.com
(555) 432-1000,
Montgomery Street, San Francisco, CA94105
:
Skill Highlights
Project management
Training and development
Workflow planning
P&L management
LEAN practitioner
Service quality improvement
Labor cost controls
Change implementation
Education
University of MontanaMissoula, MontanaExpected in 1993 ā āBachelor of Science:Business Management - GPA:
Core Accomplishments
Project Management:
Managed enterprise wide implementation of iApp beverage technology, which resulted in double digit growth in both revenue and customer satisfaction scores
Professional Experience
Able Services - DIRECTOR OF OPERATIONAL EXCELLENCE , , 09/2012 - Current
Serving as a leader of an internal consulting group capable of designing and facilitating solutions for the organization's greatest needs.
Our team handles projects such as the evaluation and improvement of key work processes, development and implementation of tools designed to enhance enterprise productivity, and providing operational support to the design and roll-out of key technology initiatives.
Primary point of contact with internal clients for the projects I manage and work closely with senior property management.
Guide the strategic direction of the group as well as identify and prioritize high-impact projects for the entire enterprise's performance.
Conduct post-mortem analysis on implemented recommendations - identify areas of success and identify any further analysis or improvements needed.
Act as the enterprise wide project manager for the implementation and management of the innovative iApp beverage program.
This program has increased beverage revenue in cash markets 10-20%, and all active proper.
Momofuku - CONTINUOUS IMPROVEMENT / TOTAL SERVICE MANAGER , , 05/2011 - 09/2012
Trained and facilitated kaizen teams that realized over $1.1 million in savings and revenue generation.
Identified needs, opportunities, and business priorities for various departments.
Trained all levels of organization to increase added value, improve process flow and eliminate waste.
Implemented Lean Principles such as 5S, Standard Work, Kanban, Value Stream Management, Takt and Cycle Time Calculation, Balancing Operator Loading, Poka-Yokes, Material Pull Systems, Visual Management, Transactional Process Improvement, Variation Reduction and Total Productive Maintenance.
Developed and measured Key Performance Indicators for various departments and held them accountable for performance improvement.
Consulted and trained departments and senior leadership regarding process improvements, performance measures, waste and variation reduction, and structured problem solving.
Responsible for managing, and improving upon, property and departmental Total Service scores.
Assess the effectiveness of a business function and offer recommendations for improvement in accordance with a well-defined body of knowledge.
Developing and measuring standard metrics, diagram the flow of business processes, identify opportunities for improvement, develop a project plan for implementing improvements and monitor the new process to ensure it works as intended.
Provide training to all staff on the methods and practices for improving processes, eliminating waste, improving customer service and adding profit to the bottom line.
This includes using tools such as value stream mapping, Kaizen events, root cause analysis, 5S and Standard Work.
HARRAH'S LAUGHLIN HOTEL & CASINO - AIR PROGRAM / NATIONAL CASINO MARKETING MANAGER , , 03/2008 - 03/2010
Managed the charter flight program, which included over 500 flights and 65,000 guests a year.
Responsible for the growth of Casino Marketing business both charter and splinter.
Coordinated and managed direct mail to fill Harrah's Laughlin flight seat blocks.
Coordinated and ordered Media Advertising when necessary.
Coordinated with Branch Offices, Junket Representatives and VIP services the management of seats blocks for all charters.
Strove to improve and streamline departmental operations, through the continuous assessment of policies and procedures, work process and program effectiveness/value.
Responsible for department budgeting including all charter accounting procedures and strategic planning.
Took ownership of the day to day activities of multiple Beverage outlets with focus on continuous improvement of the service process, including pour costs, profitability, labor costs, and turnover numbers.
Played a key roll in financial planning for all the outlets.
Ensured there was a strong training and development program in place for the entire staff.
Had direct reports of 5 Supervisors and 80 employees.
Responsible for managing front areas in a multi-unit restaurant operation.
Instituted cost control procedures and standards of performance.
Directed the development and administration of controls for all phases of the restaurant in an economical and profitable manner while maintaining established standards.
Provided project leadership and project management as assigned.
Managed day-to-day operation of the Food department in the absence of senior Food and Beverage management.
Responsible for all training for department of 360 employees.
Created training materials for F&B New Hire Orientation, outlet specific training materials in sequence of service, train the trainer materials, certification checklists and tests.
Member of opening task force for new Louisiana Downs property.
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