Operations Leader - Business Process Expert and Consultant

Rate, USD
$125 / hour
Work schedule
Full Time, Contract, Temporary,
Language skills
English, French, Russian
Available for Hire
Yes
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About me

For 17 years I’ve delivered expertise and exceptional service, driving progressive business results through continuous process improvement, change management, and organizational growth across several industries. With a proven track record of architecting efficient processes, enhancing customer experiences, and leading diverse teams to success, I’m skilled in interactive roles and driven by spearheading change through process optimization, knowledge sharing, and fostering a culture of collaboration. Client- and relationship-focused, I’m dedicated to growing my team’s capabilities for long-term success and exceptional customer experiences.

If you’re seeking a well-rounded professional who can provide strategic protocols to lead your teams and customers to greater success, let’s connect and discuss how I can help you achieve your next level of success

Key accomplishments:
Innovation in Operational Improvements – Architected the methodology, support structures, roles, and process flows for web operations impacting over 200 global users and more than 2500 web pages. Cut 80% of manual work via automations, slashing turnaround times 200%, gaining 30 extra hours per month per resource. Drove business continuity strategies through Problem Management practice. Engineered processes and roadmaps for system downtimes, eradicating millions in losses.

Leaving a Legacy through Positive Change — Proven record of implementing enduring processes, systems, and solutions. Support team built from scratch led the organization with 141% of goal in all KPIs, achieved a prestigious certification and continued to benefit from my work a decade later. Paradigm-shifting data quality surfaced unprecedented insights and enhanced stakeholder satisfaction. Audited and revamped 6 teams in a 1500-employee division serving thousands of clients. Technically savvy in implementing technological tools, evaluating their impact on the business and implementing changes to optimize how they work for the business.

Progressive Business Results – Achieved 99.9% website uptime through downtime response initiative to identify root cause and escalate infrastructure issues rapidly. Effective operations management sustained 98% stakeholder satisfaction, bolstering collaboration and adoption. Overhauled operational practices resulting in 433% increase in first contact resolution, slashing hold times from 8 minutes to 30 seconds, cutting call time by 2/3 and improving turnaround time by 75%.


Professional area



Education

8/2000-12/2005 French, Leadership studies @ Kansas State University

Experience

11/2013 - 4/2023 Business Process Architect @ HYLAND SOFTWARE

Pioneered sustainable intake solutions, architected comprehensive request system and processes. Enhanced transparency, stakeholder satisfaction, scalability.

Achieved immediate 100% adoption of intake solutions by orchestrating seamless operational change management strategies, driven by effective relationship management and positive change management techniques.

Led global teams and bolstered KPI maturity. Realized $25,000 annual production cost reduction, 45% increase in project delivery, 200% turnaround time reduction, 98% satisfaction rating. 80% reduction in manual work gained 30 extra hours per month, per resource.

Leveraged pioneering standards from intake solutions as strategic Marketing task force member. Streamlined end-to-end Marketing processes, enhanced job roles, laid foundation for efficiency and collaboration.

Revitalized cross-functional collaboration by streamlining project execution, mending relationships, facilitating collaboration across leadership levels. Yielded an impressive 85% increase in project completion in just 1 quarter.

Eradicated multimillion-dollar losses from unplanned downtimes by developing Problem Management practice, preventing vendor infrastructure issues. Ensured business continuity, strengthened vendor relationship, achieved 99.9% uptime, preserved company reputation and customer satisfaction.

Championed strategic contributions for remote customer conference by executing a seamless user experience. Grew attendance 40%, increased opportunities 14%, generated $25M pipeline growth beyond goal.

Led 7 website migrations, guided rebranding efforts, enhanced user functionality, boosted efficiency and self-service capabilities through training.

Elevated employee engagement, satisfaction, leadership development. Founded 2 LGBTQ+ ERGs and a support group for marginalized employees. Served on ERG Board. Forged key executive relationships to drive DEI initiatives. Mentored company leaders to nurture talent through inclusivity.

11/2006 - 11/2013 Business Process Improvement Engineer @ CERNER CORPORATION

Led transformative initiatives, created support teams, established robust QA processes, implemented the “One Cerner Support” model.

Seamlessly integrated 6 business units to the model, optimizing the performance of a 1500-employee organization.

Demonstrated excellence through the establishment of enduring processes, KPIs elevating healthcare provider satisfaction.
Navigated complex relationships, catalyzing positive change in healthcare support services.

Awarded “Leader of the Year” for remarkable improvements: 433% surge in first contact resolution, 2/3 call time reduction, and 75% cut in turnaround time.

Elevated talent by promoting 3 direct reports and advancing ten new hires.

Unwavering commitment to excellence, strategic transformation, and fostering exceptional performance with a proven ability to drive impactful change, enhance operational efficiency, and elevate client satisfaction.


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