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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, SharePoint, PhotoShop, Illustrator and 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, and was granted, part-time status as a project manager
My group provided project management
support to launch new website capabilities, new card products, rebranding efforts, etc., by strategically integrating business imperatives with technology development
Promoted to manager. Supervised 11 industrial engineers & their customer experience 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
Hired by American Express, Card Operations,
as an industrial
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, & 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 I proactively assess
Identified leading indicators to predict business performance for a newly-acquired business division.
Built and 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 and wanted to get my MBA. Due to my strong work reputation, my request was accommodated.
Managed 25+ project
managers & $3MM
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.
Small business owners from campaign
Converting strategy and concepts into value streams.
I love the 'sweet spot' between strategy & tactical execution
Seasoned project/ product manager
Building a compelling story around the need for change.
Quantifying business value
Building business case/presentation design
Achieving results by collaborating with many different types of people:
I'm a curious, tenacious and enthusiastic person.
Work & Education
Creative Problem Solver
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A non-traditional resume
'Techies', various levels of management, the business, 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 reach 10,000 geographically- dispersed employees on a limited budget?
Due to a small investment 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
* Actual results are proprietary
Provided thought leadership,
data analysis & 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
PROCESS IMPROVEMENT, TECHNOLOGY
improve customer experience
reduce defects & costs
shorten cycle times
PetSmart HQ, Manager
Conceived and launched PetSmart's
communications intranet site, reaching over 10,000 employees. 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
Product manager for Bank lending platforms