Stephanie DelaneyPhone: 619.384.2085 Email: sdelaney710@gmail.com

SUMMARY

Overall experience of 20+ years working in multiple business, IT and industry domains. Directed programs/projects in the area of process improvement working in partnership with business organizations to improve the effectiveness and efficiency of processes on high-profile enterprise and business unit initiatives. Enthusiastic, technically savvy SME in process improvement methodologies with multiple certifications and diverse work experience requiring coordination of cross-functional teams and stakeholders at all levels. Versatile “go to” results oriented functioning in multiple roles such as Sr. Manager, Program Manager, Black Belt and liaison between business and IT. Leverage broad business acumen, technical knowledge and analytical skills to help companies achieve their strategic objectives and articulate a vision for the future.

• Received Cognizant R&R Award: Best Business Services Process Project Runner-up in 2012 out of 50+ submitted.

• Created a Business Process Management (BPM) model that was then later utilized by multiple organizations that provided significant improvements in overall business knowledge resulting in multi-million dollars in savings and better decision-making across the organizations.

• Directed & managed multiple global and cross-functional teams in close collaboration with business stakeholders.

• Enhanced and created business process and data governance standards, templates, procedures and training materials.

• Conducted technology and business fit-gap analyses and feasibility studies. • Proposed and negotiated secured buy-in to implement standardized, cost-effective, flexible

and value-added solutions in change-adverse environments.• Responsible for the Program/Project budget process to ensure costs were 100% on target.• Transformed successfully enterprise/business units with manual and inconsistent processes,

silos of information, missing and unreliable data, lack of documentation, poor quality and rework.

• Contributed to user requirement specifications development and risk assessments. • Trained business process owners (BPO) on business process management and governance.• Exhibited strong project management skills to lead and drive multiple projects simultaneous,

working closely with stakeholders. • Demonstrated ability to lead user requirements sessions, functionality reviews and demos. • Directed software and hardware implementations including release management and

operational readiness.• Implemented ITIL and change management concepts and techniques and tools.• Managed the development and reengineering of processes within Information Technology

(IT) Services and the organization utilizing Business Process Modeling (BPM) and quality methodologies including process governance responsibilities.

• Provided technical and business expertise throughout the process development lifecycle to ensure the design and implementation of best practices.

• Facilitated/directed work-teams within IT Services and delivery and business to develop new processes and reengineer previously deployed processes.

• Identified the root cause of process and operational issues and develop plans for optimization and defining and managing risk.

• Championed the cause of process improvement focusing on continuous improvement and educating others on process management methods.

• Developed expertise in established process methodology disciplines (e.g. Six Sigma/DMAIC/DFSS/ITIL/Lean/TQM) and associated tools in promoting effective process improvement practice within organizations.

• Gathered data for input into established measurement plans and generate more effective management reporting and analytics.

• Created and provided the training for assigned process or application area.• Established effective methods in communication and create communication plans of change

to the organization. • Managed the design and creation of dashboards, balanced scorecard and reporting to

ensure data is distributed to appropriate audiences and information posted for optimum consumption.

• Created task level project plans to complete process improvement initiatives on schedule and on budget.

EXPERIENCE

Cognizant Technology Solutions 5/2012-12/2015Healthcare| Insurance | Business Financial ServicesSr. Manager-Technology and Business Process Management & Improvement

• Directed multiple cross functional global teams and vendors consisting of both IT and business members involved in the planning and execution of a 2.4 million ERP/CRM system refactor and enhancement improvement efforts that involved a cross functional global 20+ team that successfully met target and deliverables on time exceeding customer satisfaction.

• Directed Agile global implementation that included estimation techniques, coaching team members on Agile principles and providing general guidance on the methodology, organized and facilitating project planning, daily stand-up meetings, reviews, retrospectives, sprint and release planning, demos, and other Scrum-related meetings,team velocity and sprint/release progress to all affected teams and management. Updated and implemented Agile tracking systems to provide transparency on product and sprint backlogs and making appropriate commitments through story selection and task definition.

• Directed software and hardware implementations including release management and operational readiness.

• Lead in driving higher efficiency from operations resulting in successfully meeting SLA’s above target of 99%.

• Planned and drove BPM project initiative to reduce costs over 4 million dollars and increase capacity 50% regarding requirements onboarding and information integration technology with 12+ team members.

• Conduct Lean and Six Sigma tools and methodologies (DMAIC, DFSS) to elicit, document, implement and integrate complex business process deliverables including kaizen, storyboarding, current & future state diagrams, gap analysis, root cause analysis, interviewing, brainstorming, process analysis, data collection plans, implementation and control plans.

• Followed the Project Management/Agile framework with WBS, timelines, milestones, deliverables, user stories, sprint planning, performance metrics and lessons learned on over 60 projects and 15+ programs.

• Directed, conducted and collaborated in the sharing of best practices on changes to operating procedures implemented to improve productivity 15% and increase utilization 20% working with global teams from 4 to over 30+.

• Manager of multiple IT and business delivery teams in planning and implementation projects including operational readiness and data warehouse components as well as in the planning

and creation of an automatic inbound and outbound data delivery management system resulting in significant savings and increased productivity.

• Lead in cost management/outcome-based pricing initiative to discover cost reduction and revenue generating opportunities that resulted in 300 opportunities becoming innovation champion status and drove revenues by 10%.

• Implemented process and management improvements to drive optimum levels in operations and customer satisfaction between 20% to 50% higher.

• Initiated Hoshin Planning to drive consolidated and alignment of IT and business objectives and strategy across organizations.

• Directed and conducted complex process flow documentation and conducted lean/six sigma techniques including 5 Why, QFD, FMEA, waste walks, 5S, standard work, Kanban, value stream mapping, visual management, variation reduction, etc.

• Initiated business process lifecycle management model that reduced errors 60%, identified 3 key focus areas & 12 KPIs to measure performance and drive improvements. Components included quality measurement/deployment, definition of the event lifecycle, line of business (LOB) case lifecycle analytics and efficiency measurement used to accurately define capacity planning performance management and more accurate cost management.

• Created Program/Project Management/Agile innovative artifacts including business cases, approach documents, project charter, project plans and user stories, etc.

• Directed programs that included tool, application and system integration and migration to eliminate disparity and decrease legacy dependency.

• Directed and negotiated the planning and requirements of end-to-end solutions resulting in minimize costs, automate processing, create integrated workflow, cross-functional integration, forecasting and accuracy.

• Directed a comprehensive organizational change management strategy and plan used consistently and successfully based on best practices that encouraged new and change process adoption.

Panasonic Avionics 9/2007-10/2011 Avionics IndustryProcess Management Specialist

Process Lead in the execution of an overall DMAIC projects to uncover waste across multi-functional groups. Efforts resulted in the identification, analysis and implementation of highly visible solutions that added business value, created positive flow and resulted in greater operational efficiencies and better decision-making. Managed projects to drive automation, integration, reduce costs and increase efficiency in Corporate Operations, Sales and Product Management (both hardware and software). Analyzed business problems and determined solutions, created artifacts, department strategy, process workflows, product lifecycle, training, etc. Planned and executed multiple concurrent projects, requiring coordination of global and cross-functional teams and stakeholders at all levels.

• Transformed the successfully transformation of enterprises and departments with manual and inconsistent processes, missing and unreliable data, and lack of documentation, silos, poor estimates and rework.

• Directed all activities over multiple year $10+ million-dollar enterprise web-based product requirements and information management lifecycle system that integrated multiple processes, information, and product activities with business intelligence and reporting analytics.

• Developed new business cases and proposed/negotiated/secured buy-in to implement standardized, cost-effective, flexible and value-added solutions in a change-adverse environment.

• Documented and integrated complex business process workflows, encompassing storyboarding, interviewing, brainstorming, walk-throughs and artifact analysis.

• Created cross-functional diagrams, user stories, test plans, wireframes and use cases. • Applied Lean, Six Sigma, BPM and Agile tools and methodology (DMAIC) to implement value

stream mapping, waste walks, process mapping, requirements gathering, etc.• Utilized project management/Agile framework with WBS, timelines, milestones, deliverables,

performance metrics and lessons learned.• Directed audit compliance, ISO certification initiatives and mitigation support with

successful 100% passing record.• Supplied direction and expertise on third-party outsourcing initiatives.• Delivered a wide variety of presentations to executives, employees and customers.• Mentored peers as well as executed training on internal process, procedures and

methodologies.• Defined, analyzed, planned, implemented and documented internal support processes for

business units.• Developed processes that provided better collaboration, improved investment decision-

making and reduced costs with significant reduction in lead and cycle time.• Initiated new business case TEI methodology for new technology or business investments

resulting in decreased costs, better investment and increased revenues.• Directed the on-time development and implementation of web applications & design,

ERP/CRM, workflow automation, document management systems & migration, intranet, analytics & reporting as well as roadmap and sales processes.

• Supplied direction and expertise on third party outsourcing initiatives.

Prior 2007Industries: Healthcare; Financial Services; Technical Sales; Insurance; Education; Public Sector; EnergyRoles: Manager; Consultant; Sr. Process Analyst; Program ManagerManaged new process improvement initiatives and programs and acted as liaison between business and IT. Performed gap analysis, risk assessment and functional and technical requirements gathering. Documented and developed processes/procedures, use cases, created test plans, designed reports and provided training/audit support. Pivotal technical and leadership resource on process management projects supporting the enterprise, system/process design, data analysis/mapping, testing, documentation, training, operations and troubleshooting. Managed new technical business initiative, ERP & A/R systems as well as legacy systems. Delivered comprehensive technical support for applications, databases, forms and reports. Analyzed, evaluated, mapped, diagrammed and updated data processes. Innovated ideas and projects to benefit the organization from best practices, process improvement and automation to marketing and sourcing partnerships. Prepared and conducted feasibility studies, needs assessment, ROI/cost-benefit analysis, earned value, budget/financial analysis. Managed multiple projects simultaneously, supervising and coordinating staff, project resources and third party vendors.

FUNCTIONAL & TECHNICAL SKILLS

FUNCTIONAL• Healthcare Industry/Insurance

Serviceso Corporate Systemso Policy Maintenance & Supporto Shared Services/Claims/

TECHNICAL• Business Tools

o Clarity |VersionOne | Rally | Jira

o Outlook |Communicator| Sametime | WebEx | Lync

New Business/Recoupment/Call Center/Problem Resolution

o Pharmacyo Medicare/Medicaid/LTC

• Banking/Business Financial Serviceso AML/P&L/Financial

Applications/Payment Systems• Program/Project Management• Quality Management• Strategic Panning/Innovation• Budget & Financial Management• Operations/Customer Experience• Organizational Assessment &

Alignment• Team Building/Collaboration• Resource & Staff Management• Risk Assessment• Sales & Marketing/Business

Development• Business & Technical Process

Improvement & Development & Reengineering

• Process Transitioning/Mergers & Acquisitions

• Compliance/Audit• Release Management/Operational

Readiness• Vendor and Outsourcing

Management• Infrastructure/Telecommunications• ERP/CRM Planning and

Implementation• Change Management• Business Analysis/Requirements

Management• Business Intelligence/Data

Warehouse• Integration Architecture• Data Management/Metrics/Reporting• Training/Public Speaking/Group

Techniques/Presentations

o SharePointo Acrobat Pro | Captivateo MS Office Suite | MS

Project| Visio

o Unicenter ServicePlus Service Desk | Track-IT

o Crystal Reportso Wireframeso DOORS | Synergy |IBM

Rational Tools| Oracle Financial Suite

o SQL | Oracle 9i

MASTERED FRAMEWORKS

o SDLC | Agile |SAFe | DevOps| Waterfall | Program Management | Project Management | ITIL | Product Management

o Business Requirement Management |UML | BPMN

o ERP | CRMo Six Sigma | Lean Six Sigma

| Business Process Management| TQM | BPR

EDUCATION

M.S., Business Administration in MISM.A., Teaching

San Diego State University, San Diego, CA Miami University, Oxford, OH

B.A., Social Work/Psychology

Wright State University, Dayton, OH

TRAINING/CERTIFICATIONS

Oracle Database Administration, 2004 Cisco Network Administration, 2004Supervision Series, 2005 Requirements Management & Gathering, 2005Project Management, 2011 Business Process Management, 2011Six Sigma Black Belt, Current ITIL, 2007Green Belt & Lean Six Sigma, 2011 Black Belt LSS, 2014