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Six Sigma Green Belt |
Visual Basic |
Arena |
Net Promoter Score |
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SolidWorks |
Microsoft Visio |
Microsoft Excel |
Process Mapping |
Education
Clemson University, Clemson, SC Anticipated Graduation: May 2012
Industrial Engineering 3.16 GPA overall
Second Semester Senior 3.34 GPA in major
Experience
Cbeyond Atlanta, GA
Process Excellence Co-Op Co-Op rotations from 2009 to 2011
- Slow Internet Project – Fall 2011
Scope: (1) To decrease tickets and call volume; (2) Increase CSAT scores; (3) Improve Slow Internet diagnosis process
- Part of developing the Slow Internet Project Business Case to highlight the areas for improvement: current state troubleshooting gaps; COPQ (Cost of Poor Quality). These improvements will not only increase customer retention but also result in cost savings. Total estimated revenue gain of $2,000,000 annually to Cbeyond
- Completed a Root Cause Analysis to determine customer’s slow internet issues
- Used trending analysis and Pareto charts to comprehend the impact of the agent’s process on customer dissatisfaction
- Part of On-Site visits to customer premises to evaluate and note customer frustrations, internet use case, and hardware as well as develop process solutions
- Made outbound calls to Customers to determine how they used Cbeyond’s products and how the usage possibly hinders their capabilities
- Recorded technician troubleshooting output to gather data required for analysis
- Performed Gage R & R on tools used to diagnose slow internet issues
- Moves and Complex Services Runbook – Spring 2011
Scope: (1) Document current processes used by the Moves and Complex Services (MCS); (2) Streamline processes in process mapping form; (3) Document my own process for future business cases regarding Runbook creation
- Shadowed agents on calls to document current process at a high level
- Used Microsoft Visio to map process flow and streamline with other business departments with DMAIC and Lean principles
- Implemented iHelp, an addition to Siebel, for agent process; MCS Runbook was the first Runbook at Cbeyond to incorporate iHelp technology
- Built a Time Study Tool with VBA to record current process steps and comprehend tendencies of the process to understand how often and intensive agents use different sections of the process
- Trained Agents and Managers in Rubook use: purpose, uses, short cuts, interfaces, and tools
- Rolled out Runbook to agents for live use and supported agents and managers directly during roll out
- Next steps: conduct time studies after improvements to document time and cost savings
- Documented my own process for management. This information will help management develop business cases for future Runbooks
- Continuous Process Improvement – Spring 2011
Scope: (1) Continuously update Runbooks to ensure best practices
- Resolved Runbook issues for all departments as problems and discrepancies arose
- Interacted with Agents on the floor and managers to negotiate time and meeting space for process improvement
- Updated business processes focusing on agent usability and business metrics once customer was on the phone with an agent: AHT, TTC
- Network Operations Center Runbook – Summer 2009
Scope: (1) Document current processes used by the Network Operations Center (NOC); (2) Streamline processes in process mapping form; (3) Conduct Time Studies of process before and after implementation to determine cost savings
- Shadowed agents on calls to document current process at a high level
- Used Microsoft Visio to map process flow and streamline with other business departments with DMAIC and Lean principles
- Used a Time Study tool to record current process steps and comprehend tendencies of the process to understand how often and intensive agents use different sections of the process
- Implemented process maps to agents via Runbook and supported agents once in use
- Conducted time studies after use based on best practices with best agents to determine potential time and cost savings: Approximately $940,000 in potential annual savings in the NOC
- Helped create a staffing model based on call volume and workload, based on the new and improved time savings
- The NOC Runbook was part of a technical overhaul of the call center as many Runbooks were implemented and updated; Total project savings: $1.5m
- Network Intelligence Center Runbook – Summer 2009
Scope: (1) Document current processes used by the Network Intelligence Center (NIC); (2) Streamline processes in process mapping form
- Shadowed agents on calls to document current process at a high level
- Used Microsoft Visio to map process flow and streamline with other business departments with DMAIC and Lean principles
- Other Projects of Note
- Helped write the script for the Call Center IVR. Tested IVR with fellow Co-Ops to improve the system
- Interviewed potential interns and Co-Ops that would be replacing my team for future co-op rotations
Clemson Lacrosse Club Clemson, SC
President Summer 2008-Summer 2010
- Maintained and managed a competitive club lacrosse team (approximately 50 members)
- Led team meetings and officer meetings
- Coordinated 3 lacrosse tournament as a team fundraiser consisting of about 500+ total participants each: 7 College teams, 6 HS teams; raised approximately $3000 Fall ‘09
- Planned the team game schedule, consisting of travel arrangements and transportation throughout the country
- Managed team website with practice, game and other important information
- Enhanced the teams image on campus and handle University matters
- Optimizedbudget spending
- Recruited new players, incoming freshman and transfer students
- Represented Clemson Lacrosse at conference meetings
Buckhead YMCA, Atlanta Youth Lacrosse Atlanta, GA
Heroes Select Team, Offensive Assistant Summer 2008-Summer 2010
- Coached high school select teams that compete across the country
- Taught offensive strategy and offensive techniques
- Interacted with parents and provided feedback on player progress
Coached Various Camps and Leagues
- Taught lacrosse skills alongside professional lacrosse players at day camps
- Refereed lacrosse games ranging from elementary to collegiate level
Volunteer Activities
Habitat for Humanity Volunteer Books for Africa
Stay tuned for the ability to view the resumes of Clemson Lacrosse team members who are seeking to become gainfully employed after grad
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