Business Transformation Leader

Information Management ~ Project Management ~ Lean Six Sigma Practices ~ Business Operations


  • Accomplished Organizational Development professional with a strong background in group process and building organizational capacity. Expertise in helping leaders build stronger, more effective teams.

  • Accomplished and dynamic business process leader offering a proven track record of success developing and leading change management, technology, and network infrastructure projects

  • Deep business operations and project management acumen; leader of large-scale complex technology initiatives that meet and exceed stated business objectives and financial goals

  • Excellent communicator and team-champion; leverage team-building and leadership effectiveness expertise to communicate with cross-functional teams, senior executives, and client teams

  • Expert in Lean Six Sigma methodologies to analyze and resolve issues within existing processes and actively propose innovative solutions that are sustainable, repeatable, measurable, and profitable

  • Ability to simplify complex problems, analyze situations and synthesize diverse ideas to drive organizational successes

  • Proficient in Six Sigma tools such as root cause analysis (5 Whys), process management, value stream mapping, C&E matrices, FEMA & the facilitation of Kaizen events


Core Competencies

Lean Six Sigma, Project Management, IT/Network Infrastructure, Continuous Improvement, Change Management, Leadership Effectiveness, Strategic Planning, Group Facilitation, Organization Development, Process Mapping, Problem-Solver, Creative Spirit,

Effective Influencer, Communication, Coach & Mentor, Innovator


Technical Skills

Six Sigma, Lean, Kaizen events, Value Stream Mapping (VSM), DMAIC, SIPOC, FMEA, Theory of Constraints, building KPIs, Root Cause Analysis (RCA), hypothesis testing, A3, 5S, building visual management systems, fishbone diagrams, standard work, statistics


Professional Experience

Champion Consulting, Monterey, CA                                                                                                        6/2019 - Present

Business Transformation Leader


Exceptional facilitator and trainer, skilled at designing interactive processes that gain buy-in and commitment to action plans. Achieve sustained success by identifying common ground and using consensus building. Valued for helping teams think strategically and engage in meaningful conversations that allow for reflection and inquiry that lead to change. Resourceful business transformation leader with a broad skill base:


Continuous Improvement: Plan, lead, and facilitate process improvement (Kaizen), Root Cause Analysis, SIPOC, and Failure Mode Effects Analysis (FMEA) events. Develop standards of performance based on process innovation and best-in-class practices. Manage the preparation, development, and publishing of Continuous Improvement materials to include detailed process documentation, process maps, and training (webinar) materials. Teach Lean Six Sigma methodologies and prepare White, Yellow, and Green Belt candidates for certification.


Training and Facilitation: Design and deliver interactive workshops, such as: Compression Planning, Root Cause Analysis, Red Teaming, Team Building, Effective Meetings, Effective Emails, Crucial Accountability, Crucial Conversations, Effective Communication, Train the Trainer, Business Writing, Facilitation Skills, Cross-cultural Communication, Leadership Effectiveness, Developing Leadership Skills. Also custom design and facilitate meetings, workshops, and retreats structured to achieve the client’s desired outcomes/learning objectives. Manage training programs for the professional development of consultants, facilitators, and coaches in change management.

Change Management: Facilitate visioning, strategic planning, board development, customer service improvement, and performance management. Help organizations align with their values, clarify goals, and identify obstacles to change.

Mediation/Relationship Building: Help individuals/teams identify the interests behind their positions, identify common ground, and understand the best methods for building and sustaining strong, meaningful business relationships.


Coaching: Coach senior managers on leadership effectiveness, performance management, and effective communication.


ZAG Technical Services, San Jose, CA                                                                                                  03/2018 – Present

Program Manager, Continuous Improvement

Provide critical thought-leadership & oversight on continuous improvement initiatives for leading IT consulting & solutions company that drives network design, systems implementations, technology assessments & post-implementation support

  • Conduct Kaizen events to eliminate waste and improve process flow. PMO Project Lifecycle Kaizen eliminated 46% waste; improved project budgeting by 60%; Customer Service / NPS process Kaizen increased survey responses by 34%

  • Conduct innovative SIPOC diagram & Failure Mode Effects Analysis (FMEA) for internal & client-facing  processes

  • Identify critical high-risk areas & potential blind spots that would possibly stall or stagnate growth

  • Facilitate “Effective Meeting” and “Effective E-mail” training sessions while also providing active post-training assessments that increased productivity by reducing time wasted in ineffective meetings & decreased average meeting times by 48% & reduced email by over 56%

  • Moved from key Consultant to Trusted Advisor by providing essential team coaching & mentoring through the effective building of trusted relationships, feedback sessions & offering non-judgmental support

  • Design & develop essential business case documents for new technology solutions & major IT initiatives for senior leaders

  • Lead & coordinate all Red Team Architecture Design Review work sessions

  • Drive high-profile projects including resource management & continuous improvement process development and successfully apply Lean Six Sigma methodologies including SIPOC, C&E, FEMA & Kaizen events

ZAG Technical Services, San Jose, CA                                                                                                09/2016 – 03/2018

Network Infrastructure Project Manager

Drove critical planning, scheduling & tracking of 100+ IT-centric projects with budgets from $15k to $2MM including the identification & communication of risks & issues

  • Led large-scale network infrastructure projects that included the upgrading of switches, access points, server memory & HD space across 26 client locations nationally with completion over one full year ahead of schedule

  • Led development of accountability metrics for vendors that explicitly defined & outlined deliverables & expected service levels

  • Provided essential onsite support to IT engineers during product & solutions deployments & regularly reported out on project status, issues & successes to senior-level executives


National Express, Warrenville, IL                                                                                                           02/2016 – 09/2016

Process Improvement & Project Manager (Contract)

Managed all process improvement & project management initiatives for the Regional Service Center (RSC) for leading provider of student transportation aimed to allow students to get to school safely, on time & ready to learn

  • Established & socialized RSC’s to effectively centralize & standardize all billing, invoicing & financial functions for each Customer Service Center across the company totaling over 220 nationwide

  • Directly responsible for improving revenue by $1.6MM through the capturing & invoicing of all billable services which exceeded the stated objective of $1MM in savings

  • Implemented effective & data-driven audit process that identified & reconciled potential unbillable services

  • Developed critical key performance indicators (KPIs) & designed measurable reporting & performance dashboards to showcase successes for each RSC

  • Optimized resource utilizations by transitioning all billing responsibilities from General Managers to Regional Billing Specialists


Enterprise Recovery Systems, Inc., Oak Brook, IL                                                                                  03/2013 – 02/2016

Process Optimization Manager

Hand-picked by senior leadership to work with a Six Sigma Master Black Belt to lead process improvement initiatives for 25+ year collection agency that combines professional collection strategies, superior customer service & innovative technologies to achieve business & revenue growth.

  • Drove key process improvement initiatives that resulted in a reduction in waste by 97% & increased revenue by 38% (from $22k to $31k monthly)

  • Managed 15+ projects with budgets from $200k-$5MM through completion with 90% completed early & under budget

  • Actively consulted with senior leaders to proactively identify critical requirements, project scopes

  • Directed Department of Education business unit & rehabilitation process that resulted in waste reduction of 30% & continuous reduction in account processing time by 20 full business days

  • Conducted innovative SIPOC diagram & Failure Mode Effects Analysis (FMEA) for complaints & disputes processes

  • Identified critical high-risk areas & potential blind spots that would possibly stall or stagnate growth

  • Facilitated “Effective Meeting” and “Effective E-mail” training sessions while also providing active post-training assessments that increased productivity by reducing time wasted in ineffective meetings & decreased average meeting times by 50% & reduced email by over 62%

  • Moved from key Consultant to Trusted Advisor by providing essential team coaching & mentoring through the effective building of trusted relationships, feedback sessions & offering non-judgmental support

  • Designed & developed corporate Project Management training workshop for both the Compliance & Human Resources departments with complete satisfaction from cross-functional teams while also receiving positive word-of-mouth that allowed for additional workshop sessions for Customer Service & Client Relations teams

  • Created ERS enterprise-wide dashboards to proactively measure process performance & improvement metrics which provided senior leadership with critical data to make informed decisions across the entire organization & resulted in incident-free compliance over 12 months

  • Developed innovative Employee Evaluation Matrix that measure overall employee effectiveness within the functional areas of compliance, performance management & future potential which allowed leaders to identify value-added employees when making reduction-in-force (RIF) decisions


Paradigm Solutions, Chicago, IL                                                                                                            12/2008 – 03/2013

Senior Consultant / Group Facilitator (Contract work)

Designed & developed continuous process improvement strategies through the translation of key business objectives into actionable projects for public and private organizations. Led group facilitation, team building workshops, project and process improvement initiatives for City of Chicago Housing and Urban Development, City of Chicago, State of Illinois Department of Employment Security.

  • Served as corporate Lean & Continuous Improvement business partner to all functional departments & levels

  • Actively challenged processes & proposed innovative new ideas & procedures that drove operational changes

  • Conducted full life-cycle project management for 21 network infrastructure upgrades & 45 business improvement initiatives with budgets from $2MM-$11MM & which was completed 85% under budget


Director, Client Services, Bayer Pharmaceuticals, Berkley, CA                                                   08/2000 – 12/2003

Network Operations Manager, City and County of San Francisco, San Francisco, CA                 02/1998 – 08/2000

Call Center Network Systems Manager, Kaiser Permanente, Oakland, CA                                 06/1994 – 02/1998



Education & Certifications


California College of the Arts, San Francisco, CA (2008)

Master of Fine Arts - Writing


Mills College, Oakland, CA (2006)                                                                                             

Bachelor of Arts – English

Six Sigma Black Belt Certification (2018)

Project Management Professional (PMP) Certification (2003 - 2008, reinstated in 2018)