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A non-traditional resume
Transcript of A non-traditional resume
ASU West combined).
Very creative & educational period. To best serve clients, I took on-line classes to expand my skills in website development, Content Management Systems (CMS), SharePoint, PhotoShop, Illustrator and Access databases.
Self employed as a business consultant serving a variety of clients:
Graduated - Arizona State University.
I love Amex, but decided
it was time to do something new, so I didn't apply for a another job.
My entire department within American Express was eliminated as part of economic downturn.
Requested, and was granted, part-time status as a project manager. Led the implementation of technical and customer experience projects.
My group provided project management
expertise to launch new website capabilities, new card products, re-branding efforts, etc. We partnered closely with Technologies, Operations and other key departments to reliably deliver sound, robust solutions.
Promoted to manager. Supervised 11 industrial engineers and their customer experience,
technical, and process improvement projects
Born and raised in Montana
Service Design Solutions Project Manager
Worked to pay
my way through college.
Attended Montana State University
Graduated from California State Polytechnic, Pomona with a B.S. in
Applied and accepted at
Cal Poly, Pomona.
Service Design Solutions Director
helping people solve business problems.
Here are examples of the type of work that engergizes me.
How can we improve the
process for replacing cards?
Leveraged Six Sigma & process improvement tools to find/eliminate defects, reduce cycle times and drive down cost.
Can we recover dissatisfied customers?
Designed, implemented & analyzed data from a "Customer Recovery" test/control unit to determine which customers can be recovered, and which follow-up actions have the best ROI.
Our team was so successful that we received the
for Quality -
the highest honor given within the company.
The treatment with the highest ROI consisted
of a simple letter acknowledging the customer's issue.
Overall, this approach triggered the highest customer spending with minimal operational investment.
How can we increase speed
cards and web capabilities?
Hired as first member of a newly-created department focused on new product development. Responsible for logistical and organizational details ensuring the future team could 'hit the ground running'.
Defined new approach designed to standardize end-to-end new product and development process with objective to shorten lead times, ensure quality
and adhere to compliance regulations.
SPEED TO MARKET
Received American Express certification in Project Management.
I decided to scale back.
I had 2 small boys and wanted to secure my MBA.
Managed 25+ project
employees (including 5 people managers) and a $3MM budget.
How can we ensure that our employees consistently demonstrate new brand promise?
Spearheaded & designed a comprehensive program reaching over 1,000 employees, aimed at deepening understanding of the American Express OPEN for Business Brand.
Campaign immersed employees in brand principles through the use of imagery within the workplace, formal training, and small business simulation activities.
I'm able to convert strategy and concepts into specific
I love the 'sweet spot' between strategy & tactical execution
Top Gallup Strengths are in strategic thinking.
Another Gallup strength is Arranger
Building a compelling story around the need for change -
creating a vision people can rally around.
Seasoned project leader as well as people leader
Quantifying business value
Achieving results by collaborating with many different types of people:
Individualizer is one of my Gallup strengths
I'm a curious, tenacious and enthusiastic person.
Ideation is one of my Gallup Strengths
Work & Education
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A non-traditional resume
'Techies', various levels of management, the business, front line employees, etc.
Designated by upper management as a "high potential" employee.
Certified by American Express for 6 Sigma (green belt).
How can we reach 10,000 geographically- dispersed employees on a limited budget?
Due to a small department budget, internal store communications were largely paper-based.
Pitched a improvement idea by setting up a website to demo a suite of viable digital capabilities. Granted $10k, partnered with IT, & used an Agile approach to build a robust, secure intranet site.
Initially, only 9% of PetSmart's employee base could be reached digitally.
With the implementation of 'The Dish', PetSmart is able to digitally reach 100% of its employees for the first time in
Hired by American Express.
Provided thought leadership, data analysis and project management expertise for initiatives such as reengineering, voice response optimization, customer experience enhancements, quality improvements, etc.
Left American Express
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PetSmart HQ, Manager
Launched PetSmart's communications
intranet site, reaching over 10,000 employees. Proactively identified the opportunity, developed fully functional prototype, demo'ed concept with senior leaders and implemented robust final website using Agile approach on a
Created data-driven decks for PetSmart's board of director meetings highlighting strategy, insights and key results.
Missed the comradery
found in an office.
Decided to move back
to the corporate world.
Charles Schwab Bank,
Lending Platform Manager
One of my fraud-prevention ideas is in wide use today (4-digit card identification number, generally requested at point of
The new process
and tools were used to launch many website capabilities and several new Small Business cards.
Hired by American Express, Card Operations,
as an industrial
Acquired MBA in 2006,
top 10% of
Balancing Strategy & Execution
Results through Collaboration
Leadership & Change Adoption
How can we
accuracy and efficiencies
for team incentive payouts?
Documented and analyzed administrative manual activities which were required to pay more than 3,000 hourly employees
accurately and on time.
Created a business case proposing the
consolidation and automation of similar incentive plans.
Presented business case to senior leaders showing positive ROI. Investment funding approved and new system implemented