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A non-traditional resume
Transcript of A non-traditional resume
Very creative & educational
period. To best serve clients, I expanded my skills in website development, SharePoint, PhotoShop, Illustrator & Access databases.
Self employed as a business consultant serving a variety of clients:
Graduated from Arizona State University West with my MBA
I love Amex, but decided
it was time to try strike out on my own - So, I didn't apply for a another job.
My entire department within American Express was eliminated as part of economic downturn
Requested, & was granted, part-time status as a project manager
The head of the Phoenix site liked my work and asked me to apply for the job.
Provided project management to launch new card products, build website enhancements & implement other leading-edge initiatives
Promoted to director. Managed the incentive program for all of U.S. Card Operation sites (over 10,000 employees)
Promoted to manager. Supervised 11 industrial engineers & their projects
Graduated from Whitefish High School in Montana
Service Design Solutions Project Manager
Team Incentive Plan Director
is cold! I need
Worked to pay
my way through college.
Attended Montana State University
Graduated from California State Polytechnic, Pomona with a B.S. in
Yes, believe it or not, American Express does hire many industrial engineers.
Hired by American Express, Card Operations,
as an industrial
Packed my stuff and hitched a ride with a friend to sunny California!
Service Design Solutions Director
I love helping people solve business problems.
Here are some examples of the type of work I do.
How can we improve the
process for replacing cards?
Leveraged Six Sigma & process improvement tools to find/eliminate defects, reduce cycle times & drive down cost. One of my fraud-prevention ideas is still in use today (3-digit card identification number on the back of the card, generally requested at point of purchase)
Can we recover dissatisfied customers?
Designed, implemented & analyzed data from a "Customer Recovery" test/control unit to determine which customers can be recovered, & 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.
This approach generally triggered higher customer spending with minimal operational investment.
How can I proactively assess
Identified leading indicators to predict business performance for a newly acquired business division.
Built & implemented "Daily Management Dashboard" designed to show vital trends & progress towards business goals.
ANALYSIS & REPORTING
Received American Express certification in Project Management.
I decided to scale back. I had 2 small boys & wanted to get my MBA. Due to my strong work reputation, my request was accommodated.
Managed 25+ employees & $3 MM budget. We led projects & wrote business requirements to launch new cards, website enhancements, & rebrand the small business division.
How can we ensure that our employees consistently demonstrate our 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.
Small business owners from campaign
Converting strategy & concepts into value streams.
Strategic & tactical thinking
Seasoned project manager
Building a compelling story around the need for change.
Achieving results by collaborating with many different types of people:
I'm a curious, tenacious, & enthusiastic person.
Work & Education
Creative Problem Solver
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A non-traditional resume
"techies", various levels of management, front line employees, etc.
Identified by upper management as a "high potential" employee.
Certified by American Express for 6 Sigma (green belt)
How can we effectively communicate strategy & results to our stakeholders?
Crafted brand-consistent, creative & engaging presentations for company townhalls, breaking down complicated concepts into understandable visuals.
Developed data-driven slides for the Board of Directors, highlighting strategy & results.
As far as my dog, Chewy, is concerned, working for PetSmart
is the pinnacle of my career.
* Actual results are proprietary
Provided thought leadership & project management expertise for initiatives such as reengineering, voice response optimization, customer experience enhancements, quality improvements, etc.
Left American Express
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Not sure what an industrial engineer does?
Industrial Engineers can be thought of as "efficiency experts". We utilize
improve customer satisfaction
reduce defects & costs
shorten cycle times
Launched PetSmart's communications intranet site, reaching over 10,000 employees. Developed fully functional prototype, pitched concept to senior leaders and implemented robust website with limited support on a shoe-string budget.
Created brand-consistent graphic design materials for large-scale events, board of director meetings, etc.
Missed the comradery
found in an office.
Decided to move back
to the corporate world.
Schwab, Sr Technical Manager