Personable Process Excellence Manager successful at building strong professional relationships. Drives process improvements and manages multiple projects simultaneously. Excellent written and oral communication skills. Greenbelt Six Sigma Certification Dependable Organized Detail-oriented Superb time management skills Strong multi-tasking abilities Fast learner Dedicated
Focused on customer satisfaction
Process Excellence Manager April 2013 to CurrentCognizant Technology Solutions － Des Moines, IA
Drive a continuous improvement culture.
Lead through hands-on application.
Eliminate waste and execute high-impact process improvement projects.
Mentor and facilitate Green Belt and Yellow Belt projects.
Define project deliverables and monitor status of tasks.
Communicate and collaborate with internal stakeholders and customers.
Drafted action plans and led meetings with department executives to review project status and proposed changes.
Annuities Contact Center Supervisor.
January 2008 to March 2013ING － Des Moines, IA
Monitored the daily activities of customer service associates.
Addressed customer feedback in a timely manner.
Resolved customer questions, issues and complaints.
Provided a high level of product and leadership support to associates and clients.
Developed rapport with the customer base by handling difficult issues with professionalism.
Built strong relationships with other departments for customer resolution.
Annuities Contact Center Representative.
October 2005 to December 2007ING － Des Moines, IA
Provided accurate and appropriate information in response to customer inquiries.
Addressed customer service inquiries in a timely and accurate fashion.
Enforced Service Center policies, procedures and quality assurance measures.
Mentored and trained new hires.
Bachelor of Science : Psychology, May 2003Morningside College － Sioux City, IA