Summary
Overview
Work History
Education
Skills
Timeline
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Cynthia Long

Cynthia Long

Carlsbad,CA

Summary

Persistent leader eager to lead and grow organizations. Skilled in strategic planning, problem-solving, and communication with good understanding of business principles, project management and team leadership. Collaborative with relentless work ethic. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

22
22
years of professional experience

Work History

Continuous Improvement Innovation & Xtest Leader

Intuit
01.2019 - Current
  • Created & establish CONTINUOUS IMPROVEMENT INNOVATION & XTEST Center of Excellence, process optimization office under SLT charter
  • Developed CONTINUOUS IMPROVEMENT INNOVATION & XTEST skills, set standards and team strategies- hired all staff, drive scope & effort to identify work needed to get to optimum State
  • Implemented resource and project tracking methodologies, develop process optimizations from identifying gaps, initiate project KPI's as needed to track improvements, Support team, drive process improvements, staying agile and lean to ensure successful implementation
  • Also, created and manage backlog/effort/benefit priorities list and ensure that projects qualify for minimum guidelines
  • CONTINUOUS IMPROVEMENT INNOVATION & XTEST helps teams establish project priorities, framework, benefits, ROI, reporting and drive out waste from current projects to be optimized processes for customer experiences.
  • Mentored employees on customer service techniques and explained direct link between revenue growth and customer loyalty.
  • Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
  • Managed revenue models, process flows, operations support and customer engagement strategies.
  • Collaborated with upper management to implement continuous improvements and exceed team goals.
  • Changed existing processes and implemented new processes to improve efficiency by 25%
  • Drove implementation of formal Lean Six Sigma program resulting in 15% reduction of process and product variations

Senior Process Optimization Manager (with Vendor Management Support)

Cisco Systems
01.2014 - 01.2018
  • Innovated TAC organization by driving projects which reduced effort, improved customer experience and reduced budget by over $1,000,000 annually
  • Supported contract negotiations with vendors, and improved vendor relations
  • Created AI improvement to Case open tool for TAC org - cost avoidance of $2.5M annually for over 1.8M cases annually
  • Created, Implemented and Support Forecast Management Office and IEX tool support
  • Drove Customer Service optimization programs for Global TAC Sourced Support organization
  • Negotiate Contracts with Service Providers, resulting in reduction of annual fees over $1M annually
  • Develop training for Global TAC Sourced Support to ensure World Wide delivery optimization in Global TAC Sourced Support RT Services
  • Monitor and Develop Six Sigma program for Org, including training, ROI and Plan of Record projects
  • Presented Monthly to C Level Executives on program performance and ongoing Continuous Improvement Projects
  • Evaluated corporate business processes to align outcomes with strategic goals and corporate vision.

Lean Six Sigma and PMO Leader

LENOVO
01.2011 - 01.2014
  • Drove new service offerings to market World Wide for Lenovo, while maintaining service quality and ensuring regional service delivery standards
  • Drove LSS fiscal goals and ensure revenue targets are met for WW Services Team
  • Responsible for leadership and direction of LSS for Lenovo WW Services
  • Participated in Women in Lenovo Leadership
  • Developed ARS Point of Sale Program for North America
  • Attained Lean Six Sigma Black Belt Certification
  • Mentor 20+ LSS candidates
  • GE Workout certified.

Program Manager

FIDELITY INVESTMENTS
01.2007 - 01.2011
  • PMP implementing corporate actions for Fortune 500 companies
  • Dedicated PM for Time Warner, Time Warner Cable, and General Motors
  • Managed global, virtual, cross functional teams to implement projects which met regulatory and client directed goals
  • Increased revenue by scoping and managing project budgets
  • Managed all aspects of project including resources, budget, risks, client meetings, issue management and escalations
  • Worked with Process Owners and Subject Matter experts for collaborative solutions
  • Ensured a close working relationship between the Operations, Customer Support and Corporate Actions to improve project results
  • Excellent Client and consulting skills

Director

CNL Consulting
01.2005 - 01.2007
  • Provided IT Support and Consulting to small business
  • Developed Sales goals and maintained client relationships
  • Developed solutions for clients based on their budgets and timeframes
  • Worked to ensure technology solutions met client needs and developed excellent client relationships
  • Wrote RFP's and provided quotes
  • Did business analysis of various client issues - including NOC support center issues, data back up and data management.

Client Services Manager

SEMPRA ENERGY GLOBAL ENTERPRISES
01.2002 - 01.2005
  • Managed Global support center for this fortune 200 company
  • Delivered 7x24 support to our domestic and international employees
  • Managed an expense budget of $15 Million annually, plus capital budgets of over 40M
  • Also responsible for selecting and implementing new technologies for clients, including Tablet PC's, Digital Pens, USB Pen storage devices, Blackberry
  • Developed hardware and software standards, and ensured that corporate images were meeting business needs
  • Established ongoing dialog with key clients in each SEGE business unit
  • Performed on-site needs assessments at remote offices
  • Implemented Client Services website
  • Enhanced client communication process through email, website, & monthly communications
  • Insourced the help desk from CSC at a cost savings of $1.2 Million annually
  • Managed and developed the help desk and desktop support staff (15 staff members)
  • Provided leadership and day to day direction of staff
  • Managed several large projects, including integration of help desk
  • The list of projects includes Sempra Energy Security and Disaster Recover Programs, Sempra Energy Security Awareness Project, Desktop Security via SUS, Hardware and Desktop Inventory - Altiris, Help desk Insource CSC separation, Client Services Website, Client Training Programs and participating in Sarbanes Oxley
  • Developed and lead team in the installation and configuration of desktop operating systems, productivity applications, e-mail/groupware, communications applications and other client specific applications
  • Installed SCADA systems at powerplants
  • Client Services documented and published the IT portfolio of services
  • Managed help desk software - Altiris and ensured that all cross functional departments were trained in use of Altiris
  • Managed all corporate hardware assets, including inventory, repair, deployment, upgrades improvements and new technologies
  • Leveraged ITIL.

Education

University of Texas
Austin, TX

Skills

  • Continuous Improvement strategies
  • Process Improvement
  • Staff Management
  • Budget Management
  • Strategic Planning
  • Quality improvement leadership

Timeline

Continuous Improvement Innovation & Xtest Leader

Intuit
01.2019 - Current

Senior Process Optimization Manager (with Vendor Management Support)

Cisco Systems
01.2014 - 01.2018

Lean Six Sigma and PMO Leader

LENOVO
01.2011 - 01.2014

Program Manager

FIDELITY INVESTMENTS
01.2007 - 01.2011

Director

CNL Consulting
01.2005 - 01.2007

Client Services Manager

SEMPRA ENERGY GLOBAL ENTERPRISES
01.2002 - 01.2005

University of Texas

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Cynthia Long