Experience

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  Bank of new england

  May 1988 - Jan 1990

  Commercial loan analyst

  • Determined strengths and weaknesses of commercial loans. • Recommended improvements in loan structuring to minimize risks

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  American express

  Oct 1991 - Sept 1995

  Personal financial advisor

  • Built a fee based financial planning practice of over 100 clients. • Performed all areas of practice management including marketing, client service, and hiring and managing of support staff.

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  Fidelity investments

  Sept 1995 - Mar 2010

  • Led projects which resulted in cumulative annual savings of $3.6M over multiple sites in the U.S and Canada. • Reduced financial exposure by $6.8M through the reduction of pension overpayments.• Assisted in the development of a road map to implement $16M of savings and significantly improve quality as a Process Transformation team member. • Trained over 100 Yellow Belts and mentored Green Belts resulting in business improvements and an increased process improvement culture.• Reduced quality defects by 50% through error proofing and the implementation of process controls.• Directed Kaizen events resulting in immediate process changes and measurable improvements. Show less

  • Lean Six Sigma Black Belt

    Oct 2004 - Mar 2010

  • Team Leader

    May 2001 - Oct 2004

  • Team Specialist

    Aug 1998 - May 2001

  • Senior CSO Specialist

    Feb 1997 - Aug 1998

  • Relationship Administrator

    Sept 1995 - Feb 1997
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  Citizens

  Aug 2010 - Jun 2014

  Vice president - black belt

  • Led projects with cumulative annual savings of $1.1M across multiple processes.• Developed and managed a cross functional project plan to reduce customer complaints for ATM Debit cards by 30% through analysis of Voice of the Customer (work featured in the industry trade magazine American Banker).• Utilized error proofing to redesign the Online Banking user ID and password reset process.• Improved the productivity for the Office of the Chairman complaint handling by 23% through waste elimination and Lean techniques.• Standardized the approach for prioritization and scoping of projects focused on improving customer experience.• Developed business case and control plan for updates to essential bank process supporting over $16 billion in monthly payments.• Delivered classroom training for Greenbelts. Show less

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  Cvs health

  Jun 2014 - now

  Process improvement advisor

  • Reduced the cycle time for resolving unmatched communications from 27 days to 3 days. • Implemented multiple improvements to reduce performance guarantee penalties by over $1.6M. • Worked as the Implementations Process Improvement Champion for Member Communications to increase on time implementation tasks from 67% to 93%.• Created a prioritization methodology for communication changes.• Performed FMEA on automated benefit set ups resulting in clean up of modified benefit schedules. Show less