Notable Results
Improved customer and employee experience through redesigning a Work Intake process. This example highlights several skills including: - Initiative - Data Analysis - Problem Solving - Influence - Training Situation: A governance team was responsible for reviewing and approving all the requests to migrate or create a product on a cloud platform. Approximately half were approved automaticaly, about a quarter were approved after review which took about 2 weeks, and about a quarter were rejected after review & appeal which took about 4 weeks. Action: I completed a Value Stream Map and Value Analysis to identify waste in the process. I removed unecessary approvals and shortened the time between reviews reducing the review time to 3 days and the reduce & appeal time to 4 days. I then reviewed the reasons why use-cases were not automatically approved then updated the Intake Form to provide more clarity which increased the frequency of the instant approval of use-cases. Results: (1) More complete and accurate work requests, (2) better responsiveness to customers, (3) better information for planning and prioritizing work, and (4) increased productivity.
Shortened a the duration of internal audits and improved customer and employee experience. This example highlights several skills including: - Initiative - Data Analysis - Problem Solving - Influence - Training Situation: The Internal Audit department wanted to investigate what possible improvements could be made to their audit processes. Action: I facilitated a meeting to create 5 fully anotated value stream maps covering all of the Internal Audit processes, then completed a Value-Add Analysis, identified wastes, did root cause analysis, and designed solutions. I believe that this is an incredibly useful and important toolset. I have outlined lined them in detail in this article. Results: (1) Reduced duration of the overall audit process, (2) an improved customer experience, and (3) a more detailed standardized deliverable from the auditors.
[Placeholder] This example highlights several skills including: - Initiative - Data Analysis - Problem Solving - Influence - Training Situation: [Placeholder] Action: Completed an analysis a specialized team’s work volume and flow which resulted in Results: (1) a better customer experience, (2) a higher approval rate from the governance team, and (3) a dramatically shorter duration of the overall process.
Reduction of mortgage overages - Data Analysis - Problem Solving Situation: [Placeholder] Action: Performed data analysis to discover the root cause of mortgage overages and implemented changes Result: 60% reduction of mortgage overages that amounts to more than 2 million dollars each year.
Designed a Leadership coaching program that enabled an entire claims operation to meet targets in each of their metrics.. This example highlights several skills including: - Initiative - Data Analysis - Problem Solving - Influence - Training Situation: [Placeholder] Action: Through data analysis I analysis that that After Call Work (ACW) was the primary contributor to the AHT problem, but it was not the root cause. Through observations and root cause analysis I found that there was not a standard approach among leaders for identifying and addressing behaviors impacting ACW and the reason for this is that in the 3 day Ops Management training only 30 minutes was spent on coaching. I created a two week program that standardized the leadership coaching approach with a focus on coaching behaviors that influence results. Results: [Placeholder]
Reduced the average life of a claim through data analysis and problem solving. This example highlights several skills including: - Data Analysis - Problem Solving Situation: [Placeholder] Action: I analyzed years of claims data and found a large sample of claims where a Rental Cause of Loss (COL) was opened but the policy holder never rented a vehicle, and since a vehicle was never rented there was also never a vehicle returned which is what causes the Rental COL to close. In my analysis I found that <99% of rental cars were picked up in a certain amount of time and if Rental COLs were closed through automation it would shorten the overall life of a claim by nearly 2 weeks. Result: [Placeholder]
[Placeholder] This example highlights several skills including: - Data Analysis - Problem Solving Situation: [Placeholder] Action: [Placeholder] Result: [Placeholder].
[Placeholder] This example highlights several skills including: - Data Analysis - Problem Solving Situation: [Placeholder] Action: [Placeholder] Result: [Placeholder].
[Placeholder] This example highlights several skills including: - Data Analysis - Problem Solving Situation: [Placeholder] Action: [Placeholder] Result: [Placeholder].
[Placeholder] This example highlights several skills including: - Data Analysis - Problem Solving Situation: [Placeholder] Action: [Placeholder] Result: [Placeholder].