Project Manager / Commercial Six Sigma Black Belt

Posted on: 2008-10-12

Wendy K. Christensen 17373 SW Loma Vista Street Aloha, OR 97007 503.260.5958 [email protected] Summary Proven project manager with over ten years of experience in successfully implementing technology solutions to improve business processes. Broad cross-functional expertise in sales operations, customer service, and quality. Six Sigma Black Belt with extensive experience with Oracle Enterprise Resource Planning (ERP) e-Business Suite of applications. Outstanding analytical, problem-solving, and communication skills. Professional Experience GE Security Inc, Tualatin, Oregon 2001 - 2008 Commercial Six Sigma Black Belt / Project Manager 2006 - 2008 Developed, led, and managed a variety of IT projects to improve inquiry-to-order (ITO) performance across the entire business via the application of Lean, Six Sigma, and other improvement methodologies. Worked closely with IT teams, commercial functional leaders, and subject matter experts throughout entire project. •Improved functionality of Oracle customer relationship management (CRM) module and overcame user objections by cleansing and consolidating customer data within 3-months. Increased usage from 5% to 40% to drive sales force effectiveness. •As a brand-new Black Belt, co-led a successful implementation of new Oracle Customer Data Model (CDM) in multiple, global business operating units, including Europe and China, by guiding remote domestic and international teams to deliverable completion. •Led the Customer Data Integrity project which encompassed major customer data clean-up which allowed the new iStore (on-line ordering) module to go live on time. •By leveraging knowledge of Oracle customer master, troubleshot a breakdown in a brand new Oracle module and developed resolution process, led team of five Black Belts, and drove the initiative to completion ahead of 60-day deadline. Sales Operations Specialist 2004 – 2006 Managed and maintained the Oracle Customer Master for GE Security. Set up all new accounts, performed daily maintenance, and drove data integrity in all process steps. Subject matter expert (SME) for middle and executive management, sales, finance, IT, marketing, and Six Sigma Black Belts on all business initiatives related to customer master database and order management processes. •Implemented new customer set-up form and process flow that was coordinated with sales and pricing groups, decreasing set-up cycle time from 10 to 4 business days. •Conceptualized and led the Issue Resolution Team to improve turnover of open accounts receivables which reduced response time to customers from 5 to 1.5 business days and decreased open AR issues by over 40%. •Spearheaded internal project that integrated a large volume of new customers into Oracle database with two days notice. Organized, and trained team; worked over weekend; and completed tasks in time for new customers to place orders by Monday morning. Sentrol, Inc., Tualatin, Oregon 1995 - 2004 (Acquired by GE Industrial in 2001) Customer Service Representative 2000 – 2004 Provided customers with pre- and post-sales support, order management, and problem solving. Configured commercial and residential security systems for customers. •Identified and implemented a number of process improvements to absorb 21 FTE positions in remote facility without additional staff. Recognized and awarded for outstanding performance. •Point of contact for company’s largest national dealer – a $46 million/year account. Provided excellent technical and order entry support, pricing quotes, and return authorizations in addition to selling and new product introductions. •Served as member of Oracle 11i implementation team. Charged with learning and implementing a new technical version of Oracle. Trained customer service, sales, and marketing users. Inside Sales Associate 1995 – 2000 Coordinated product promotions with sales department and to customers; provided pre- and post- sales support, order management, and sales reporting. •Selected to Oracle implementation team (1997-1999). Successfully converted company from legacy to ERP software. Tested scenarios, redesigned processes, developed training plans and documents, and conducted training for users. Recognized and awarded for outstanding performance. Earned new responsibility as Oracle Support Specialist. Computer Skills •Microsoft Office Word, Excel, Access, Power Point, and Visio •ERP software: Oracle e-Business Suite, Baan •CRM databases: Siebel, Saleslogix, and Oracle Education •MBA, University of Phoenix, Hillsboro, Oregon, 2005 •BA, English/Journalism, University of Minnesota, Duluth, Minnesota, 1983 Professional Training •GE Six Sigma Black Belt Corporate Exam, 2007 •GE Corporate Six Sigma Black Belt Training Program: Six Sigma DMAIC, Lean, and Change Acceleration Process (CAP), 2006 - 2007 •GE Corporate Green Belt Training, 2004