Results-oriented Process Improvement Specialist with over 13 years of experience in optimizing business processes, enhancing operational efficiency, and driving cost-saving initiatives. Proven ability to identify inefficiencies, implement process improvements, and lead cross-functional teams in complex environments. Adept at leveraging data-driven insights and root-cause analysis to optimize workflows, improve productivity, and exceed business goals. Strong leadership, communication, and problem-solving skills with a passion for continuous improvement.
Senior Technical Consulting Engineer
AT&T – Alpharetta, GA
September 2019 – Present
Senior Specialist – IT Telephony Infrastructure Engineering
AT&T – Alpharetta, GA
October 2013 – September 2019
Manager Quality – M&P Process
AT&T – Alpharetta, GA
June 2011 – October 2013
Pharmaceutical Technician
CVS Pharmacy – Covington, GA
April 2009 – June 2011
Successfully led initiatives to optimize technical support processes, reducing resolution times by 25% and increasing customer satisfaction by 15%. Conducted comprehensive analyses of operational inefficiencies, implementing corrective measures and introducing technologies that improved workflows and reduced downtime by 60%. Collaborated cross-functionally with engineering, sales, and support teams to identify and eliminate bottlenecks, achieving a 30% boost in team productivity. Spearheaded the documentation of best practices and standardization of procedures, enhancing consistency and reducing error rates. Proficient in leveraging process optimization tools, such as automated workflows, to eliminate manual steps and improve data accuracy.
Played a key role in improving cycle times by 20% through the identification and elimination of inefficiencies, including reducing manual tasks and introducing automation tools. Collaborated with cross-functional teams to standardize procedures, minimizing operational errors and delays in service delivery. Developed and maintained a performance metrics dashboard in Excel, providing real-time insights into project progress and team performance. Delivered training on new processes and tools to ensure smooth transitions and adherence to optimized workflows, driving sustained improvements across teams.
Led initiatives that reduced delivery delays and improved operational efficiency, including the design and implementation of an Excel-based inventory management system that increased stock tracking accuracy and reduced errors by 50%. Conducted root cause analysis on customer delivery delays, identifying process gaps and implementing corrective actions that reduced delayed deliveries by 20%. Spearheaded the creation and deployment of process documentation to standardize practices, improving team consistency and reducing errors. Streamlined the circuit delivery process by eliminating unnecessary steps and automating reporting, cutting cycle time by 20%.
Assisted in the implementation of a more efficient medication filling process, reducing order completion and checkout times by 20%. Participated in process audits to ensure compliance with pharmacy regulations and operational procedures, leading to increased efficiency and fewer errors. Collaborated closely with pharmacy personnel to resolve system issues related to medication ordering and dispensing, ensuring smooth, uninterrupted pharmacy operations and enhancing overall workflow efficiency.