Julie Walsh
Epworth
Summary
Results-driven Process Improvement Analyst with a strong background at Crescent Electric Supply Company, focused on leveraging business process mapping and stakeholder collaboration for system enhancements. Expertise in training development and project management, successfully implementing initiatives that streamline operations and boost customer satisfaction. Committed to ongoing improvement and clear communication.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Process Improvement Analyst
Crescent Electric Supply Company
East Dubuque
09.2020 - Current
- Utilize Business Process Mapping tools to analyze existing business processes and systems for current state pain points and opportunities for future state system improvements
- Lead dialogues with business partners to translate business needs into requirements and recommend solutions based on cost vs. benefit analysis and parallels to overall business strategy
- Develop documentation in the form of business process flow charts, and business requirement documents
- Lead process improvement strategy with stakeholders on training documentation and conduct training sessions to teach to these documents
- Oversee the implementation and change process on various project including most recently Innovo, Motus, Epicor WMS, and Workday Expense
ERP Solutions Consultant
Crescent Electric Supply Company
East Dubuque
01.2020 - 01.2021
- Coached and trained employees on Epicor Eclipse ERP functionality and operational processes
- Built onboarding tools for new hires, including curriculums, web-based training tools and role-based training guides
- Documented and tested new releases of the ERP system
- Led go-live activities for Innovo Location Touch and Route applications
Software Application Trainer
Medical Associates Clinic
Dubuque
05.2015 - 09.2020
- Assisted in developing and maintaining training curriculum design and conducted training sessions in either a classroom setting, 1 on 1, computer-based training and on the job sessions
- Facilitated new employee onboarding by providing training on the clinic-sponsored computer applications and platforms including EMR Cerner, AMISYS and Telehealth
- Worked in conjunction with the application vendors in improving operational efficiency and change management
- Led the development and training of the Customer Excellence - Be the Reason curriculum delivered companywide
Technical Services Coordinator
Managed Solutions Group
Dubuque
10.2013 - 05.2015
- Maintained the service technician's daily schedules and dispatched the technicians as needed
- Scheduled return trips with customers upon part arrival when needed
- Accurately invoiced customers and provide an excellent customer experience
- Managed the return to vendor process on all warranty parts
Dealer Management Software Support Analyst
Dubuque Data Service
Dubuque
06.2013 - 10.2013
- Performed training and installation of software products on-site at dealerships
- Diagnosed system hardware, software, and operator problems over the phone while in the office
- Recommended and performed actions to correct problems based on knowledge of system operation and specific customer needs
- Performed troubleshooting to isolate and diagnose software and hardware problems
- Provided users with technical support of software and hardware systems, as well as training on the operation of software
Senior Technical Service Representative
Thermo Fisher Scientific
Dubuque
01.2001 - 01.2010
- Proofread new and revised instruction manuals for accuracy and communicated these changes to the department providing a timely flow of information
- Led a Practical Process Improvement (PPI) project team that evaluated data and implemented improvements in the manufacturing process resulting in increased customer satisfaction and reduced warranty costs
- Selected as a member of the Engineering Development Project Team, working as a customer and service technician advocate in the design process of new products
- Collected and organized technical material and trained customer service representatives on new product lines acquired through multiple company mergers
Technical Service Technician
Thermo Fisher Scientific
Dubuque
01.1995 - 01.2001
- Responded to incoming customer phone calls and email, answering technical questions and performing troubleshooting of equipment failure
- Served as a laboratory applications specialist advising the sales force of customer needs and wants. Worked in lab analyzing common impurities in customer supplied water samples
- Assisted in the return of products through the RMA process
- Chosen to be cross trained in the water analysis lab and ultimately resumed all responsibilities over testing, including TOC, AA, pH, and spectrophotometry and titration analysis
Customer Service Representative
Thermo Fisher Scientific
Dubuque
01.1994 - 01.1995
- Responded to incoming customer phone calls and faxes by answering pricing and availability questions Placed customer orders and provided follow-ups on delivery status
- Assisted in the return of products through the RMA process
- While performing daily customer service duties, learned both independently and in training seminars technical product information needed to become a Technical Service Representative
Education
B.A. - Computer Information Systems, Business Administration
Clarke University
Dubuque, IA05.2013
Skills
- Business process mapping and analysis
- Process improvement and optimization
- Cost-benefit analysis
- Training and development
- ERP implementation
- Stakeholder engagement
- Project management
- Requirements gathering
- Data analysis
- Technical documentation
- Presentation skills
- Written communication
- Continuous improvement
- Change management
Certification
- Lean Six Sigma DMAIC Green Belt
Timeline
Process Improvement Analyst
Crescent Electric Supply Company
09.2020 - Current
ERP Solutions Consultant
Crescent Electric Supply Company
01.2020 - 01.2021
Software Application Trainer
Medical Associates Clinic
05.2015 - 09.2020
Technical Services Coordinator
Managed Solutions Group
10.2013 - 05.2015
Dealer Management Software Support Analyst
Dubuque Data Service
06.2013 - 10.2013
Senior Technical Service Representative
Thermo Fisher Scientific
01.2001 - 01.2010
Technical Service Technician
Thermo Fisher Scientific
01.1995 - 01.2001
Customer Service Representative
Thermo Fisher Scientific
01.1994 - 01.1995
B.A. - Computer Information Systems, Business Administration
Clarke University
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