My Resume

A. SUZANN DAY Location: Phoenix, AZ Ph: (623) 980-2187 Email: asuzannday@gmail.com URL: http://www.linkedin.com/in/asuzannday

PROFILE

Lean Six Sigma Green Belt with proven success in process improvement and collaborative management in petroleum, print advertising, online media, retail, and telecommunications industries. Track record of self directed analytical reporting; spearheading operational improvements to increase service, drive productivity, reducing costs through training design and facilitation. Interested in management or director roles that would benefit from direction (daily and goal), training, evaluation for procedural improvements, documentation and analytical reporting of achievements or improvement opportunities.

EDUCATION

Arizona State University2013 Tempe, Arizona

Pursuing Educational Technology (MEd), Mary Lou Fulton Teachers College, ASU at Tempe

Arizona State University 2013 Tempe, Arizona

Bachelor Applied Science Technical Communication - GPA 3.81

Awards: Deans List Recipient 2011,2012, 2013 - Golden Key International Honour Society

Rio Salado Community College 2006 Tempe, Arizona

Associate Applied Science in Quality Customer Service 3.66 GPA

Awards: Presidents List , Honor Student

Awarded two certifications in Telecommunications Customer Service and Quality Customer Service

SKILLS

Certified Lean Six Sigma Green Belt Certified by Master Black Belt Dr. Gerald Polesky

Proficient advanced Microsoft Office user MS Excel power user, Adobe Professional & Illustrator, PeopleNet, TMW, A.Maze, Qualcomm, Cisco Workforce Management, Lucent Centre Vu, PDS , Salesforce.com - AdminLevel, Typing 50 WPM

PROFESSIONAL EXPERIENCE

Course Moderator

Arizona State University 02/13 - Present Tempe, Arizona

Provide coaching and instruction for students enrolled in online Lean Green Belt courses offered through the Office of Global Outreach and Extended Education in the Ira A. Fulton Schools of Engineering. Responsible to answer student questions on course material, assignments and quizzes within 24 hours, which include providing guidance for project updates and final project submissions. Review final projects and forward to course instructor, keeping support staff notified on project approval status. Lead course webinars and participate in moderator team meetings.

Modified webinar presentation to enhance understanding of the DMAIC template procedures and course flow

Consulted to modify course content for effectiveness.

Writing Fellow Writers Studio

Arizona State University 10/2012 - Present Tempe, Arizona

Instructional Assistant providing feedback in a collaborative environment, designed to engage first year composition students writing in an online environment by facilitating small group discussions, reviewing drafts for rubric compliance and tracking participation.

Performed formal feedback reviews of project drafts, making recommendations for improvement.

Engaged students in the discussions to create a collaborative learning environment

Created online portfolio documenting process, challenges and successes

https://sites.google.com/a/asu.edu/ajayday/

A. SUZANN DAY Location: Phoenix, AZ Ph: (623) 980-2187 Email: asuzannday@gmail.com URL: http://www.linkedin.com/in/asuzannday

Transportation Systems Analyst

Western Refining 05/11 Present Tempe, Arizona

Self directed to produce data analysis designed to assist Senior Management with key decision making efforts. Designed and generate reporting, improve existing reporting techniques along with documentation of procedures for transitional purposes. Train field personnel on new procedures and methodologies.

Developed and manage a Key Performance Indicator - Operational Assessment Book, delivering results for the entire fleet down to sub-fleet and terminal levels, allowing management complete visibility to operational performance on a macro and micro level.

Created training and documentation of operating procedures in many operating areas and efficiencies trained field personnel on all new changes and updates, including system use.

Developed a training repository for all methods and procedures which become a central hub of information for cross departmental communications.

Implemented tracking system for DEF products which yielded a minimum corporate savings of $35,639 up to $59,398 annually.

Supervisor, Customer Service

Western Refining (contd) 05/08 05/11 Tempe, Arizona

Directed cross-functional teams to generate knowledge management, new processes and consolidate infrastructure. Created paradigm shifts to open effective knowledge sharing through introduction of a knowledge management culture, processes, and tools. Direct 2 team leaders; oversee team activities of 17 direct and indirect reports in an order entry focused inbound/outbound customer service call center environment. Report to senior management logistical call center achievements, while focusing on workforce management including: coaching, hiring, disciplinary actions and all call center logistics.

environment.

Increased teams order entry activity by 40% while maintaining a 99.4% accuracy rate.

Developed training database, including an online knowledge management system and classroom quiz program; created processes and policy training documents; 150 in a year and half.

Established and monitored call center baselines in an effort reduce abandoned call ratios; 1% decrease within two months.

Designed and implemented a quality assurance monitoring system; improved quality from 88% to 95% over four months.

Responsible for 1MM budget, under budget by 80K.

Manager, Inside Sales

Move, Inc. 05/04 07/08 Scottsdale, Arizona

Directed inside sales efforts for Welcome Wagon in an inbound/outbound call center environment; managed an Inside Sales team of 13, across appointment-setting, telesales, and data reporting/analysis functions. Responsible for sales coaching, commission processing, recruiting, hiring, training, and call center logistics. Reported directly to the VP of sales; provided support via strategic sales initiatives that assisted field agents achieve essential revenue growth.

Developed and launched entire Inside Sales Training program to onboard new employees.

Launched Welcome Wagons first Telesales (Inside Sales) team which contributed $170,942.58 revenue during its 1st year

Increased appointment setter close rate from 18% to 35% through recommended & developed commission structure revision

Led appointment setter team to achieve $6M in revenue for 2007 securing highest revenue grossing month at 900K, a 22% increase from August 07

Developed an online contract eliminating paper contracts, reduced contractual errors by 25%, increased the professional presentation of our contract, while increasing productivity

Team Development Leader/Trainer/Assistant Store Manager/Account Representative

AT&T - AT&T Wireless Retail 08/93 09/03 Mesa, Arizona

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