Years Lean Six Sigma experience
Hi, I’m
Charity Heide
Waterloo,IA
Summary
Experienced Continuous Improvement Consultant specializing in Lean Six Sigma methodologies to drive cost savings and enhance service delivery. Skilled in coaching teams and facilitating strategic planning to achieve operational efficiency. Proven ability to lead cross-functional initiatives and deliver impactful results.
Overview
8
25
Years Customer Care Operations experience
5
Certifications
Work History
TruStage (formerly CUNA Mutual Group)Waverly, USA
Continuous Improvement Consultant
08.2022 - Current
Job overview
- Led and executed complex initiatives, improving service delivery and reducing costs.
- Mentored staff to enhance project execution and drive Lean Six Sigma maturity.
- Collaborated to design Lean Six Sigma training content and improve the Green Belt training experience.
- Utilized data tools to inform decisions and optimize processes.
TruStageWaverly, USA
Product Manager
09.2021 - 08.2022
Job overview
- Directed execution of enterprise-prioritized customer care initiatives, identifying interdependencies and optimizing delivery.
- Represented Customer Care in enterprise Agile planning and prioritization activities.
- Championed Agile/Scaled Scrum operating models to enhance team delivery and stakeholder alignment.
TruStageWaverly, USA
Strategy & Planning Consultant
05.2019 - 09.2021
Job overview
- Developed and communicated strategic roadmap to senior leaders, aligning customer care goals with corporate vision.
- Led Lean Six Sigma Black Belt and research projects supporting business case development and process transformation, including identifying solution paths to reduce call volume on new policies by 10%.
TruStageWaverly, USA
Operations Consultant II
03.2018 - 05.2019
Job overview
- Served as Workstream Lead for transformation projects including eSignature integration and beneficiary change automation.
- Enabled self-service capability in customer portal, reducing contact center volume and manual processing effort.
TruStageWaverly, USA
Operations Consultant I
11.2014 - 03.2018
Job overview
- Delivered and iterated on Salesforce Service Cloud implementation for 100+ contact center agents.
- Led Lean Six Sigma Green Belt project reducing Average Handle Time by 10% & FTE need by 6%.
- Served as SME for multiple enterprise projects targeting service efficiency.
TruStageWaverly, USA
Team Leader II
10.2011 - 11.2014
Job overview
- Managed customer service agents, achieving and surpassing service quality targets.
- Drove department-wide initiatives in training, quality assurance, and process improvement.
Education
Hawkeye Community CollegeWaterloo, IA
Associate of Applied Science from Architectural & Construction Technology
05.2007
University Overview
- Graduated with Presidential Honors
- Member, Phi Theta Kappa Honor Society
- GPA: 4.0
Skills
- Process improvement and reengineering
- Lean Six Sigma methodology
- Agile project management
- Cross-functional collaboration
- Data analysis and visualization
- Change management strategies
- Stakeholder engagement
- Coaching and facilitation skills
- Strategic planning expertise
- Effective communication skills
- Microsoft Office Suite proficiency
- Visual Basic for Applications
- Minitab statistical software
- Visio diagramming tools
- Publisher desktop publishing
- Power BI data visualization
- SQL database management
Certification
- Lean Six Sigma Black Belt, CUNA Mutual Group, 2020
- Professional Scrum Product Owner I (PSPO I), Scrum.org, 2018
- Lean Six Sigma Green Belt, CUNA Mutual Group, 2017
- Fellow, Life Management Institute (FLMI), LOMA, 2015
- Associate, Customer Service (ACS), LOMA, 2013
Timeline
Continuous Improvement Consultant
TruStage (formerly CUNA Mutual Group)
08.2022 - Current
Product Manager
TruStage
09.2021 - 08.2022
Strategy & Planning Consultant
TruStage
05.2019 - 09.2021
Operations Consultant II
TruStage
03.2018 - 05.2019
Operations Consultant I
TruStage
11.2014 - 03.2018
Team Leader II
TruStage
10.2011 - 11.2014
Hawkeye Community College
Associate of Applied Science from Architectural & Construction Technology
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