Cindy Chaman
Dade City,FL
Summary
Enterprise Leadership professional with 20 years experience in continuous improvement, business process, program management, change management, technical training and BI reporting. Experienced in Agile and Waterfall environments. Proficiency leading and contributing with highly productive teams. Skilled communicator and experienced liaison between all levels of organizations from stakeholders to executives, technical professionals, subject-matter experts, end users and consumers.
Overview
21
21
years of professional experience
Work History
Sr. Lean Instructor
Florida Blue, a GuideWell Company
04.2020 - Current
- Founding member of Lean Competency System program and GuideWell’s Formal Accreditation
- Instructed 3 courses in 2020 and coached 18 program participants to certification
- Certified green belt candidates and provided coaching for white, green and black belt candidates.
Specialist/ CI Lead
Florida Blue, a GuideWell Company
06.2019 - Current
- Spearheaded waste elimination and content redesign for Culture of Compliance initiative; averted $142,560 in cost and 3,168 man-hours of waste and restructure standard work training, reducing hours spent in training from 3 hours per employee to under 30 minutes per employee
- Additionally, improved the quality of learner experience and knowledge retained aligned with critical compliance functions within the organization
- Designed and Implemented Fully integrated Lean process for Issue Management across multiple Medicare business verticals
- Expedited resolution speed by 1500%
- Developed and designed process for team to work closely with business and IT to manage resources, budget and priorities across multiple business areas
- Reduced $500k worth of waste within first 200 days of team inception (Average quarterly saving is over 1000 hrs of waste reduced)
- Established Real-time Value Calculator to aid in process value prioritization analysis
- Paved the path for program audit process redesign evaluating current and defining future state
- Leadership for design and implementation of fully integrated Issue Management lean process across multiple Medicare business verticals
- Expedited resolution speed by 1500%
- Reduced 500k worth of waste in process alone within first 200 days
- (Average quarterly saving is over 1000 hrs
- Of waste reduced)
- Integral for expertise conceptualizing, implementing and measuring new processes
- Chartered efforts to provide metrics and reporting to leadership (Power BI)
- Orchestrated strategic enhancements to team critical functions and performance metrics
- Increased team efficiency by spearheading standardized work processes and streamlining issue submission/intake
- Guided teams though KPI development, work process implementation, and team building
- Streamlined and updated 120+ work process documents, positively impacting various enterprise entities
- Supplied BI to identify trends within: Disenrollment, Customer Retention and Customer Satisfaction
- Designed and deploy continuous improvement objectives.
Sr. Business Systems Analyst & Scrum Master
GWCS Medicare
12.2018 - 06.2019
- Led a $6.5M project initiative with matrixed / cross-functional scrum team of 12+ professionals, to improve and innovate Medicare operations
- Developed roadmaps for Agile/SAFe Implementation; project budget of 5.7 million
- Lead high-performing team in delivery efforts and the production of quality product
- Reduced costs by over $1m and delivered all deliverables 8 weeks ahead of schedule
- Chartered member of Scrum-of-Scrums; diagnosed waste and need for inter-team collaboration
- Demonstrated ability to lead continuous improvement and sustainable transformation
- Mentored Junior Scum Masters and other personnel.
Instructional Designer
Enterprise Learning & Design
05.2018 - 12.2018
- Consummate team thought leader with emerging technologies through self-developed knowledge
- Commanding comprehension of critical to quality when validating requirements
- Informed Project and team leaders; offering improvement insights.
Business Transformation Consultant – Program Manager
Work4Accord
09.2016 - 04.2018
- Identify underlying problems/causes of organizational pain points; developed & deployed company website
- Fundamentally alter the service paradigm of the organization; online course content published with illumeo.com.
Implementation & Deployment Team
LogistiCare Solutions, Inc.
09.2016 - 04.2017
- Continuous improvement and process automation; enterprise transition from paper to electronic records
- Deploy web & mobile WellRyde (TMS) travel management system for network to 5,500+ providers.
Professional Services Team – BA/Implementation Consultant
Association Consulting, Inc.
02.2013 - 08.2016
- Implementation and Deployment of (AMS) association management system; specialized in membership management, actuarial accounting and enterprise reporting.
Client Services – Director of Training & Client Engagement
VitalSpring Technologies, Inc.
07.2008 - 02.2013
- Delivering enterprise business intelligence solutions, for large, self-insured corporations, to better manage and control on healthcare benefits cost and quality
- Knowledge leader for enterprise training initiatives and technical sales support; founder of Customer Center of Excellence
- Relationship management for marquee accounts; Google, Agilent Technologies, Ahold USA, Hanes Brands and Hershey Foods.
USGS Training – Lead Trainer / Instructional Systems Designer
EDS, an HP Company
12.2006 - 06.2008
- Continuous improvement and process automation of identity and travel documents
- Implementation and Deployment of Registrar Training program for US Accesses (Personal Identification Verification card)
- Training Deployment to all Federal Government and DoD staff for Defense Travel System.
DoS-6 Project – International Deployment Manager
Harris Corporation, contract with US Department of State
12.2003 - 06.2006
- International Deployment Manager responsible for mission success as well as critical to quality measures to ensure each post would adhere to current policies and Department regulations
- Deployment of identity technologies (fingerprint capture and facial recognition); included staff up-skilling and hardware peripheral deployment and installation as well as global server replacement program
- Implementation and Deployment of first version of Smart traveler Enrollment Program (STEP); then called Internet Based Registration System (IBRS).
Education
Bachelor of Science - Communications
SUNY Plattsburg
Associate of Sciences - Liberal Arts
Genesee Community College
Graduate Studies Credits, Instructional Systems Design
Marymount University
Skills
- Continuous improvement
- Business process
- Program management
- Change management
- Technical training
- BI reporting
- Agile
- Waterfall
- Leading teams
- Communication
- Liaison
- Stakeholder management
- Executive communication
- Subject-matter expertise
- End user interaction
- Lean
- OpEx deployment
- Lean Competency Systems
- Lean instructor
- Green belt coaching
- White belt coaching
- Black belt coaching
- Waste elimination
- Content redesign
- Standard work training
- Lean process design
- Issue management
- Resource management
- Budget management
- Prioritization
- Process value prioritization analysis
- Program audit process redesign
- Issue resolution
- Real-time value calculator
- Process measurement
- Process improvement
- Metrics and reporting
- Team efficiency
- Standardized work processes
- Issue submission/intake
- KPI development
- Work process implementation
- Team building
- Work process documentation
- Business intelligence
- Trend identification
- Disenrollment analysis
- Customer retention analysis
- Customer satisfaction analysis
- Continuous improvement objectives
- Business systems analysis
- Scrum master
- Agile/SAFe implementation
- Project management
- Cost reduction
- Scrum-of-Scrums
- Sustainable transformation
- Mentoring
- Instructional design
- Project validation
- Business transformation
- Service paradigm alteration
- Process automation
- Electronic records transition
- Travel management system deployment
- Association management system implementation
- Membership management
- Actuarial accounting
- Enterprise reporting
- Enterprise business intelligence solutions
- Training and client engagement
- Customer center of excellence
- Relationship management
- Training deployment
- Instructional systems design
- Identity and travel document automation
- Registrar training program implementation
- Defense travel system training
- International deployment management
- Critical to quality measures
- Identity technologies deployment
- Smart traveler enrollment program implementation
- Communications
- Microsoft Office
- Reporting software
- Relational mapping
- Issue management and tracking
- Project management software
- Virtual meetings and instant messaging
- Knowledge sharing platforms
- Learning development software
- Written communication
- Verbal communication
- Analytic reasoning
- Agile mindset
- SCRUM development
- Product management
- KPIs
- Performance objectives
- Leadership skills
- Self-development
- Team development
- Strategic thinking and acting
- Innovation
- Ethical practice
- Civic mindedness
- Power BI
- Rapid learning
- Workload management
- Task prioritization
- Delegation
- Cross-cultural sensitivity
- Respect for different points of view
- Role modeling
- Professional demeanor
- Subject matter expertise
- Adaptive Learning
- Learning Management Systems
- Community Outreach
Generalskillscapabilities
- Strong Written and Verbal Communication Skills with all functional areas of the enterprise and with internal/external stakeholders; Proficiency to relate to and communicate with a wide range of people
- Honed analytic reasoning enhanced by advanced executive functioning
- Commanding Agile mindset and experienced with SCRUM development
- Outstanding Product Management through collaboration with stakeholders
- Attuned to KPIs and performance objectives along with Continuous Improvement
- Excels in the 5 essential Leadership Skills and Practices
- Self-development
- Team development
- Strategic thinking and acting
- Innovation
- Ethical practice and civic mindedness
- Functional knowledge of Power BI to create dashboards & visual data representations
- Aptitude to learn and to acquire new skills rapidly and the flexibility to transfer learning from one situation to another
- Capability to manage workload, prioritize tasks and delegate when necessary
- Cross-cultural sensitivity and ability to understand and respect different points of view
- Competence to act as a role model and professional demeanor to deliver quality
Softwarecompetencies
- Microsoft Office: Outlook, Power Point, Word, Excel, Publisher, Teams, Visio, etc.
- Reporting Software (for data visualization): PowerBI, Tableau, Crystal reports
- Relational Mapping (for BPMN and DMN): Visio, Lucid Charts, (Maple) Mind Map
- Issue Management and Tracking: Rally, Atlassian’s Jira/ Confluence, Remedy, HP Service Manager and Work Initiation Request Estimator (WIRE)
- Project Management: Microsoft Project, Wrike, Trello, Toggl, BaseCamp
- Virtual Meetings & IM: Skype, Microsoft Teams, GoTo Meeting, WebEx, What’sAp, Digsby
- Knowledge Share: SharePoint, (Atlassian’s) Confluence
- Learning Development: Captivate, Articulate, Camtasia, (TechSmith’s) SnagIt
Recentcertificationsawards
- Lean Award for Best OpEx Deployment by a Team, 12/2021
- Cosmic Award Performance Recognition, 12/2021
- Certified Scaled Agile Framework (SAFe) LPM, 11/2021
- Lean Competency Systems Black Belt (2a) certification, 10/2021
- Instructor Lean Competency System (LCS), 08/2020
- Certified SA, Scaled Agile Framework (SAFe) 5.0, 04/2020
- Certified Site Owner, SharePoint 2016, 12/2019
- Certified Lean Black Belt, B.O.A.C.T., 08/2019
- Certified Scrum Master, Scrum Alliance, 10/2018
Timeline
Sr. Lean Instructor
Florida Blue, a GuideWell Company
04.2020 - Current
Specialist/ CI Lead
Florida Blue, a GuideWell Company
06.2019 - Current
Sr. Business Systems Analyst & Scrum Master
GWCS Medicare
12.2018 - 06.2019
Instructional Designer
Enterprise Learning & Design
05.2018 - 12.2018
Business Transformation Consultant – Program Manager
Work4Accord
09.2016 - 04.2018
Implementation & Deployment Team
LogistiCare Solutions, Inc.
09.2016 - 04.2017
Professional Services Team – BA/Implementation Consultant
Association Consulting, Inc.
02.2013 - 08.2016
Client Services – Director of Training & Client Engagement
VitalSpring Technologies, Inc.
07.2008 - 02.2013
USGS Training – Lead Trainer / Instructional Systems Designer
EDS, an HP Company
12.2006 - 06.2008
DoS-6 Project – International Deployment Manager
Harris Corporation, contract with US Department of State
12.2003 - 06.2006
Bachelor of Science - Communications
SUNY Plattsburg
Associate of Sciences - Liberal Arts
Genesee Community College
Graduate Studies Credits, Instructional Systems Design
Marymount University