Amy Keller
Alhambra,CA
Summary
Strategic leader with a proven track record of delivering over $6 million in savings and $38 million in benefits through transforming complex data, technology and processes into actionable solutions. Excels in identifying root causes of stakeholder resistance, facilitating collaboration, and driving engagement across teams to ensure successful program implementation.
Overview
22
22
years of professional experience
Work History
School-Based Therapist
Violence Intervention Program
Los Angeles, CA
10.2024 - Current
- Guided high-risk clients toward transformation through active listening and strategic problem-solving.
- Processed traumatic events with clients, empowering them to regain agency over their lives.
- Developed communication skills with over 75 children and families using teaching and role-playing techniques.
- Ensured compliance with legal, regulatory, and ethical standards in therapy provision for Medi-Cal recipients.
Process Improvement and Team-Building Consultant
Kaiser Permanente, KPIF Sales Systems
Burbank, CA
09.2022 - 09.2024
- Identified 127 improvement opportunities, resulting in savings exceeding $1 million and 16,000 hours in non-value-added work.
- Mapped 532 process steps, streamlining workflows to enhance operational efficiency.
- Implemented monthly team-building check-ins, increasing People Pulse scores by 10 points in one year.
- Developed business case for transitioning from waterfall to agile project management, enabling team adoptation of new methodologies.
Sr. Manager
Kaiser Permanente, MABA-SCPE
Burbank, CA
10.2019 - 07.2022
- Managed three full-time, two dotted-line, and multiple staff across implementation teams in a matrixed environment.
- Motivated two employees to achieve excellent performance ratings; coached one to promotion by fostering team culture and enhancing communication skills.
- Championed multi-phase broker access project by leveraging stakeholder experience and data analysis to engage stakeholders from junior staff to executives.
- Successfully managed broker access project through multiple phases using agile project and requirements methodology.
- Negotiated and developed strategic road map budget for multi-phase broker access project, aligning competing interests.
- Identified internal and external motivators for broker access project, removing barriers to stakeholder engagement across diverse regions.
Lead Business Consultant
Kaiser Permanente, MABA-SCPE
Burbank, CA
10.2017 - 10.2019
- Secured $1.5 million in funding through development of business case projecting $38 million in benefits over five years.
- Managed multi-year plan and portfolio of initiatives to streamline Workflows across MABA operations and KPMC program.
- Executed process improvement and data analysis projects, standardizing and centralizing workflows to enhance operational efficiency.
- Mapped over 250 processes, identifying nine functional areas for enhancement and providing 132 targeted implementation recommendations.
Project Manager
Kaiser Permanente
Burbank, CA
04.2017 - 09.2017
- Developed, managed and completed implementation of federal regulatory requirements across business, IT and marketing stakeholders, 7 regions and 2 lines of business.
- Mentored junior staff member in project management methodologies, stakeholder engagement and project execution.
IT Manager
Volt Staffing Services
Orange, CA
09.2016 - 04.2017
- Developed and managed integrated project plan, resource plan, and strategic roadmap for $10 million software implementation project that lacked structure.
- Delivered project on time, aligning month-end close with schedule, improving overall financial reporting cadence.
- Coordinated with cross-functional teams to support technology implementations and upgrades.
Process Improvement Consultant
Kaiser Permanente, KPIF Sales Operations
Burbank, CA
09.2015 - 08.2016
- Created strategic plan to design and implement improvements, aligning efforts with annual goals.
- Produced narratives and data and process flows across KPIF Sales Ops, Marcomm Content Management, Medicaid, SBC, and Products, Rates and Benefits for KP Shop and Enroll project.
Process Improvement Manager
City of Hope
Duarte, CA
09.2014 - 08.2015
- Created first-ever process improvement methodology and team in IT that increased project completion and accuracy rates by combining business analysis, process improvement, change and IT project management best practices.
- Architected a detailed and repeatable process that coordinated update of over 750 employees’ physical locations in 2 systems amongst 9 distinct teams as part of move to new location. Process was streamlined from 8 hours to 45 minutes.
- Identified annual savings of 2+ FTE by automating data integration between internal and external systems for online event and donation system.
- Analyzed incoming help desk data to develop automated routing rules, enhancing routing accuracy by an estimated 95%.
- Led project with zero help desk tickets opened across all 8 phases. ensuring smooth execution and satisfaction.
Sr. Project Manager, PeopleSoft Implementation
City of Hope
Duarte, CA
01.2012 - 09.2014
- Managed 24 members of functional and technical teams across 6 business areas to achieve project goals within 2.5 years.
- Built test scripts, tested and approved all technical, data and business process integrations across four project testing cycles: system, integration, end-to-end and UAT.
- Created metrics for weekly, monthly, and quarterly updates to program managers and executive leadership, highlighting project progress and escalating ongoing issues.
- Resolved complex business problems across multiple areas by building relationships and leveraging influence to secure buy-in.
Sr. Systems Analyst
City of Hope
Duarte, CA
10.2009 - 12.2011
- Designed custom web-based internal grants management system using Java and SQL to improve grant tracking and management.
- Defined requirements and reports, performing data analysis, clean-up, and mapping for migration from home-grown system to PeopleSoft Grants Management and Financials to ensure successful transition.
- Spearheaded definition of departmental processes and program for existing projects and services, prioritizing and managing projects to complete custom and vendor-supported software implementations and system enhancements that had been stalled for over 3 years.
IT Compliance Analyst
Walt Disney Company
Burbank, CA
05.2008 - 08.2009
- Collaborated with teams to identify and mitigate compliance risks in IT operations.
- Created and presented compliance training for over 100 employees to enhance understanding of regulatory requirements.
- Streamlined quarterly ID review process by collaborating with owners of 20 applications to reduce steps involved.
PeopleSoft Functional Analyst
Countrywide Home Loans
Calabasas, CA
07.2004 - 09.2005
- Authored comprehensive 300-page functional specification outlining system configuration and functionality.
- Developed functional specifications for software enhancements and system integrations.
- Analyzed business requirements to enhance operational efficiency in mortgage processes.
- Collaborated with cross-functional teams to identify system improvements and streamline workflows.
- Automated 20+ manual processes across 3 departments, resulting in 120+ work hours saved monthly.
Education
Master of Arts - Social Work
California State University Long Beach
Long Beach, CA, USA05-2024
LEAN/Six Sigma Black Belt Certificate Program -
UCLA Extension
Los Angeles, CA01-2016
Bachelor of Arts - Latin American Studies
California State University At Los Angeles
Los Angeles, CA, USA05-1999
Spanish Immersion Program -
Universidad De Guadalajara
Jalisco, Mexico04-1995
Skills
- Client engagement
- Crisis management
- Ethical practice
- Conflict resolution
- Stakeholder engagement
- Change management
- Project Management
- Agile
- Requirements Definition
- Process Improvement
- Process Flow Mapping
- Data Analysis
- Data interpretation
- Business case approval
- Program evaluation
- Program development
- Migration
- Conversion
- Microsoft Visio
- Microsoft Office
- Resource coordination
- Analytical thinking
- Strategic thinking
- Problem-solving abilities
- Decision-making skills
- Adaptability and flexibility
- Organizational skills
- Goal setting
- Team leadership
- Team building
- Excellent communication
- Creative thinking
- SDLC
- Case documentation
Affiliations
Phi Alpha Honors Society, California State University Long Beach
Timeline
School-Based Therapist
Violence Intervention Program
10.2024 - Current
Process Improvement and Team-Building Consultant
Kaiser Permanente, KPIF Sales Systems
09.2022 - 09.2024
Sr. Manager
Kaiser Permanente, MABA-SCPE
10.2019 - 07.2022
Lead Business Consultant
Kaiser Permanente, MABA-SCPE
10.2017 - 10.2019
Project Manager
Kaiser Permanente
04.2017 - 09.2017
IT Manager
Volt Staffing Services
09.2016 - 04.2017
Process Improvement Consultant
Kaiser Permanente, KPIF Sales Operations
09.2015 - 08.2016
Process Improvement Manager
City of Hope
09.2014 - 08.2015
Sr. Project Manager, PeopleSoft Implementation
City of Hope
01.2012 - 09.2014
Sr. Systems Analyst
City of Hope
10.2009 - 12.2011
IT Compliance Analyst
Walt Disney Company
05.2008 - 08.2009
PeopleSoft Functional Analyst
Countrywide Home Loans
07.2004 - 09.2005
Master of Arts - Social Work
California State University Long Beach
LEAN/Six Sigma Black Belt Certificate Program -
UCLA Extension
Bachelor of Arts - Latin American Studies
California State University At Los Angeles
Spanish Immersion Program -
Universidad De Guadalajara