Betty Bitts
Charlotte,NC
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Proven ability to make data-driven decisions based on data analysis, key performance indicators (KPIs), and process metrics, ensuring outcomes align with organizational goals and objectives. Dedicated Process Manager with proven success in improving operations and solving problems. Highly proficient in building lasting relationships with key decision-makers, customers, and team members to further company goals. Ready to leverage training and experience to take on new professional challenges.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Extended Network Manager
Capital One
09.2016 - Current
- Facilitated meetings with senior leadership, intent, compliance, and legal teams to ensure process updates maintained compliance with company, state, and federal requirements for all performed work.
- Conducted focus groups, surveys, and feedback sessions to gather input from stakeholders.
- Created dashboards and scorecards to monitor KPIs utilized across a network of over 600 international associates.
- Identified stakeholder expectations, established communication plans, and mitigated resistance to change initiatives.
- Experienced in successfully leading cross-functional projects using Lean, Six Sigma, and Agile methodologies.
- Led a team responsible for identifying quality errors, resulting in a 25% reduction in errors in addition to the creation of a new risk management framework that reduced fraud incidents by 30% and resulted in a cost savings of $800,000 annually.
- Utilized various tools to research effectiveness, potential risks, and roadblocks in current processes to drive conclusion and remediation (Root Cause Analysis, FMEA, SIPOC, SOP, DMAIC, Control Chart, etc).
- Facilitated weekly Gemba review meetings to implement continuous improvement, develop network performance strategies, and bring awareness to trends and incoming work.
- Made 40 material task updates to process in 2022, resulting in a 12% decrease in associate questions.
- Provided applicable training to associates on new and updated processes to ensure successful implementation across operations.
- Created network-wide continuity plans to ensure limited interruption to critical operational processes.
- Launched quality assurance practices for each phase of process development and implementation.
- Reviewed Tableau and Power BI dashboards daily to ensure FCRA timeliness and compliance, identify outliers, and monitor for data trends.
- Reduced onshore transfer rates by 15%, resulting in monthly cost savings of over $300,000.
- Successfully coached several candidates across the enterprise on BPM strategies and approaches to prepare them for board certification review and ceremony.
- Evaluated corporate business processes to align outcomes with strategic goals and corporate vision.
- Worked with people managers to achieve compliance with organizational policies, providing clarifying information and recommending necessary changes.
- Developed comprehensive process for new hires and reviewed new hire productivity, optimizing onboarding effectiveness.
Education
BBA - IT Management
Western Governors University
Salt Lake City, UT12.2024
Skills
- Continuous Improvement
- Cost Control
- Process and Procedure Refinement
- Regulatory Compliance
- Lean Six Sigma
- Risk Management
- Project Management
- Change Management
- Data Analysis
- Data Visualization
- Communication
- Judgment
- Problem-Solving
- Collaboration
- Forecasting
- Researching
- Reporting
- Jira
- Snowflake
- Microsoft Power BI
- Tableau
- Google Sheets
- Excel
- Visio
- SharePoint
- Confluence
- Google Looker Studio
Certification
- Lean Six Sigma Green Belt
- BPM
- BPM Coach
- Enterprise Process Excellence
Timeline
Extended Network Manager
Capital One
09.2016 - Current
BBA - IT Management
Western Governors University
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