Career-long record of leading and participating in international quality improvement initiatives with experience applying qualitative/quantitative research methods to drive large-scale process improvements, product/service quality, customer satisfaction, vendor relationships, and bottom-line profits. Expert in developing, analyzing, and communicating statistical data related to modeling and business trends. Highly effective in building, training, deploying, and managing productive, multinational cross-functional teams. Interested in B or C band international career opportunities involving quality/process improvement, corporate/academic training, and/or market research.
 

Core Competencies

Career Experience 
 

Currently conducting a qualitative/quantitative global marketing research study to determine how Rotary International might better leverage social media technology to help Rotarian volunteers be more effective in their charity work. Working directly with the Chief Information Officer to design appropriate experiments and analyze primary market data on Rotary’s behalf. This research project is expected to complete in November of this year.

Recommended specific solutions for handling human resource challenges in the advent of a major market expansion. Demonstrated how Lean Six-Sigma is an excellent method for linking performance planning, employee development, knowledge management, and process quality control.

•  Demonstrated how performance planning helps companies control quality by partnering with employees to establish and deliver on performance targets.

•  Recommended enhancements to company’s corporate training & education programs to improve the reach and effectiveness of employee training, while simultaneously reducing training costs.

•  Developed a knowledge management system capable of facilitating a major market expansion while minimizing process variance.
   

Supervised and trained six provisioning teams consisting of 65 individuals in the U.S., responsible for ordering and delivering complex custom private data networks for 1300+ premiere enterprise and government customers worldwide. Directed and supported daily provisioning operations with an average daily production volume of 3500 requests and USD $2.5 billion in annual turnover. Trained and directly supported 130+ upstream project managers, and 100+ network engineers, in North & South America, Europe, and Asia-Pacific.

•  Designed and led multiple concurrent division-wide lean six-sigma quality improvement projects with statistically significant improvements to both cycle-time and process variance.

•  Co-developed multiple proprietary tools and daily operations reports to help detect, control, eliminate, and mitigate process errors.

•  Developed robust procedures and training materials for all process improvements, trained more than a dozen teams around the world, and served as a division-wide subject matter expert.

•  Provided regular progress reports on operational performance and associated quality improvement initiatives to the division VP and other senior management to demonstrate the cost of poor quality and the impact of improvements.

•  Delivered strategic knowledge and input for division’s governance board on process improvements.

•  Facilitated the roll out of two new leading-edge global service offerings; made possible by the efficiencies acquired from quality improvement projects.

•  Led transition from IBM legacy systems and tools to AT&T systems and tools, following acquisition from IBM Global Services in 1999.

Managed all facets of customer service and product returns functions for a client base of Fortune 1000 companies, universities, and computer hardware resellers/distributors. Tested and assembled product for customer delivery. Maintained frequent communications with vendors. Tracked product returns between customer and vendor to ensure rapid repair response. Provided training and support to customers as needed.

•  Slashed average daily inventories by USD $50,000 per month (or 5% of annual revenues) through Just-In-Time/Toyota Production System techniques.

•  Co-developed one of the first USB external hard drives.

•  Recipient of multiple academic and non-academic awards, and member of numerous culturally-diverse and international organizations and initiatives across campus.

• Six Sigma Certified Green Belt (AT&T)

• More than 200 non-university continuing education courses on a variety of topics

Lind, Eric. C., & Smith, Nathan. J. (2008). Emotional Intelligence and Its Relationship with Marketing Ethics: An Exploratory Study Across Three Countries. (pp. 1-12) St. Petersburg FL: Academy of International Business Southeast.

•  U.S. Citizen; willing to relocate to many different parts of the world

•  Willing to travel extensively for business purposes

•  Visa sponsorship required for long-term or permanent relocation outside the United States