Hi, I’m
Isabella Hanewinkel
Certified Scrum Master/Process Improvement Manager
Dallas,TX
"Effective leaders help others to understand the necessity of change and to accept a common vision of the desired outcome."
John Kotter
Summary
Innovative Process Improvement Coordinator with 3+ years of extensive field experience in effectively improving processes, policies, and procedures by identifying gaps and implementing long term solutions. Focused on reducing waste by implementing changes in processing based on lean methodology. Committed to driving results and monitoring performance improvements by developing metrics and tracking systems.
Overview
9
years of professional experience
1
Certification
Availability
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Skills
- Project Management
- Process Efficiency Management
- Operational Improvements
- Cross-Departmental Training and Development
- 5S Methodology
- Process and Procedure Refinement
- Organizational Leadership
- Quality Assurance
- Six Sigma Methodologies
- Data Research
Work History
Capital OnePlano, TX
Process Improvement Coordinator
11.2021 - 01.2023
Job overview
- Reported on KPI’s and analyzed current organizational practices to define areas of improvement
- Managed multiple projects simultaneously, including external and internal clients, as well as stakeholders
- Analyzed research data and delivered professional presentations to senior leadership to highlight findings and recommended optimizations
- Established departmental responsibilities and coordinated functions among departments, decreasing risk by 17%
- Collaborated with leadership on determining annual operational targets and outlining needed quality improvements
- Changed existing processes and implemented new processes to improve efficiency by 30%.
Capital OnePlano, TX
Executive Coach
07.2020 - 11.2021
Job overview
- Analyzed needs, established learning objectives and delivered training programs to new hire and tenured associates
- Onboarded and trained 10-25 new associates per month
- Created database and reports to track class attendance and training completion
- Identified and implemented competency models as well as delivered integrated learning and development tools
- Conducted Side-by-Side and process confirmation sessions in order to provide real time feedback to associates
- Provided exemplary customer service and communication through daily interaction with applicants, automotive dealerships, and building professional relationships with buying team
Capital OnePlano, TX
Funding Analyst
04.2018 - 07.2020
Job overview
- Handled 50 loans on average per day to process funding, underwriting, and verification of documentation
- Monitored and analyzed statistical and operational data trends
- Presented results of financial analyses to clients verbally and in written form
- Solved financial problems with use of diverse analytical and modeling techniques
- Consolidated financial data and materials for key leadership meetings
- Identified, documented, and corrected errors with loan documentation
Capital OnePlano, TX
Sr. Customer Service Coordinator
08.2016 - 04.2018
Job overview
- Managed up to 30-50 calls per day
- Resolved customer service issues using company processes and policies and provided updates to customers
- Greeted customers and listened closely to problems described to determine solutions
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
St, Louis Bread Co/Panera BreadSt Louis, MO
Associate Trainer
01.2014 - 08.2016
Job overview
- Trained up to 3-5 new employees per month on company procedures
- Demonstrated correct procedures and compliance with standards at all times
- Completed training-related administrative tasks, documentation, and team support
- Monitored day-to-day activities of employees, noting areas needing improvement and implementing plans for rectification
Education
Parkway North High School
High School Diploma
05.2013
Certification
Certified Scrum Master, International Scrum Institute - June 2023
Timeline
Process Improvement Coordinator
Capital One
11.2021 - 01.2023
Executive Coach
Capital One
07.2020 - 11.2021
Funding Analyst
Capital One
04.2018 - 07.2020
Sr. Customer Service Coordinator
Capital One
08.2016 - 04.2018
Associate Trainer
St, Louis Bread Co/Panera Bread
01.2014 - 08.2016
Parkway North High School
High School Diploma
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