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A non-traditional resume

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by

A Wendt

on 27 May 2016

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Transcript of A non-traditional resume

Received straight A’s. Graduated Phi Kappa Phi (top 10% of ASU).
Self Employed
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
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.
Implemented new card products, services & 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
2009
Service Design Solutions Project Manager
Team Incentive Plan Director
Brrrr. Montana
is cold! I need
warmer weather.
Worked to pay
my way through college.
Attended Montana State University
Graduated from California State Polytechnic, Pomona with a B.S. in
Industrial
Engineering
Yes, believe it or not, American Express does hire many industrial engineers.
Hired by American Express, Card Operations,
as an industrial
engineer
Phoenix, AZ
Pomona, CA
Bozeman, MT
Whitefish, MT
My Roots
Packed my stuff and hitched a ride with a friend to sunny California!
Service Design Solutions Director

Engineering Manager
I love helping people solve business problems.
Here are some examples of the type of work I do.
PROCESS IMPROVEMENT
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.
Can we recover dissatisfied customers?
Problem
Solution
Problem
Solution
Solution
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.
CUSTOMER EXPERIENCE
CHANGE MANAGEMENT
Our team was so successful that we received the
Chairman's Award
for Quality -
the highest honor given within the company.
Finding:
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.
Problem
Solution
How can I proactively assess
business
performance?
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.
Problem
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 execution.
Strategic & tactical thinking

Seasoned project manager
Building a compelling story around the need for change.
Change management

Presentation design
Achieving results by collaborating with many different types of people:
Analytical

Results-oriented

Team player
I'm a curious, tenacious, & enthusiastic person.
Problem Solver

Positive Attitude

Knowledgeable of
current trends
My Strengths
Ann Wendt
ann.wendt@gmail.com
Work & Education
Sample Projects
Creative Problem Solver
Project Manager
A WENDT
** Press the your keyboard arrow keys or click on the arrow at the bottom of the screen to move through the presentation. **
A non-traditional resume
"techies", various levels of management, front line employees, etc.
Industrial Engineer
Actual
small
business customers
Identified by upper management as a "high potential" employee.
Certified by American Express for 6 Sigma (green belt)
Solution
PRESENTATION DESIGN
Problem
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.
1991
1993
1997
2000
2003
2006
Left American Express
2013
** To view in full screen, click on the box in the lower right corner of your screen **
Not sure what an industrial engineer does?
Industrial Engineers can be thought of as "efficiency experts". We utilize
PROJECT MANAGEMENT
and
PROCESS IMPROVEMENT
tools to:
improve customer satisfaction
reduce defects & costs
shorten cycle times
PetSmart, Sr Communications Rep.
Leveraging consumer marketing principles to build internal digital communications channels & infrastructure.
Creating brand-consistent graphic design materials for large-scale events, internal publications and board of director meetings.
Current
Decided to move back to the corporate world.
Interesting things happen when you bring an industrial engineer into the communications department!
Full transcript