Russell

Leadership professional with 8 plus years of experience in process design, improvement, strategy development and delivery within marketing, in home services, health insurance, banking, retail, contact center and manufacturing industries leveraging lean six sigma, business process management and change management tools. Delivered over 40 million dollars annualized benefits while delivering an improved customer experience through innovative self service solutions (phone, web, in store and mobile platforms). Developed streamlined end to end enterprise processes focused on global growth across 7 countries (China, Canada, Mexico, United Kingdom, United States, Turkey and France).
Expertise/Tools:
• Telephony Architecture
• Intelligent IVR (voice recognition, call flow design, voice talent, technology)
• RFP/RFI vendor sourcing
• Lean Six Sigma (DMAIC)
• Marketing (research, promotion planning)
• Customer experience measurement
• Business strategy
• BPM deployment
• Statistical analysis (Minitab 16)
• Change management (team alignment, process deployment)
• Contract negotiation
• Risk management
• Coaching/Mentoring ( Lean Six Sigma, career planning)
• Lean Six Sigma training and deployment programs
• Strategic prioritization (Hoshin Kanri, priority matrixs)