Katie Rawson
Beverly,WV
Summary
Collaborative leader with 21 years of managerial and continuous improvement experience across diverse industries including government and healthcare. Expert in turning ambiguous challenges into manageable opportunities. Adept at balancing urgency with a thoughtful approach to solving complex problems, minimizing risk, and achieving business goals. Proven track record in managing global cross-functional teams, setting strong visions, and rallying others to achieve them. Adaptable, goal-oriented, and skilled in driving business success.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Executive Director, Process Improvement & Analysis
TTEC
05.2016 - Current
- Worked closely with organizational leadership and board of directors to guide operational strategy.
- Oversaw financial management, ensuring fiscal responsibility and long-term sustainability for the organization.
- Evaluated end-to-end operational effectiveness, identifying opportunities for Best-in-Class value, accelerated growth, and risk reduction.
- Prioritized and translated data and feedback into a strategic plan encompassing over 40 projects to enhance customer and employee experiences.
- Managed the strategy for a new operating model across 18 work-streams, driving transformation and change agenda across multiple business units from planning and development to implementation, achieving profitability and strategic business goals.
- Partnered with key stakeholders, including operators, sales, and marketing, to engage and sustain organizational excitement for key improvements.
- Aligned project goals with core values and organizational objectives.
- Communicated and tracked actions and KPIs, ensuring responsibility and accountability.
- Extensive experience with PowerPoint and Excel, delivering presentations to clients and C-suite executives on strategy, analysis, status, and ROI.
- Established standard operating procedures, tools, and templates throughout the organization leveraging COPC standards.
- Developed a Lean Six Sigma certification process and marketing program, certifying thousands of employees over 13 years.
- Led initiatives resulting in $4.8 million in revenue leakage savings and contributing to $50 million in new revenue in 2023; led savings of $948,000 in Q1 2024.
Director, Process Improvement
TTEC
09.2011 - 05.2016
- Managed performance for a team of Lean Six Sigma professionals, ensuring project goals were met on -me and budget.
- Implemented an overarching improvement strategy to improve key business metrics such as Attrition, Employee Engagement, Net Promoter Score, and Productivity.
- Developed scorecard with top-down accountability, measuring compliance to 12 global processes.
Managed pre-sales proposals and led operational assessments with new client logos. - Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
Senior Manager, Global Project Management
TTEC
04.2003 - 09.2011
- Provided strong leadership to enhance team productivity and morale.
- Led cross-functional teams to achieve project milestones and deliver high-quality results.
- Provided project management support to site launches and closures, program implementation, and contract negotiations for small to large-scale outsourcing solutions in Finance, Commercial, Retail, Government, Telecommunications, Travel, Healthcare, Hospitality, and Technology verticals.
- Facilitated after-action reviews with cross-functional teams
- Managed multi-lingual recruiting and client relations in over 15 countries and conducted on-site work in North America, South America, Europe, and the Philippines.
Education
Bachelor of Arts - Sociology
University of North Texas
Denton, TX12.1999
MBA -
Louisiana State University At Shreveport
Shreveport, LASkills
- Process Improvement
- Project Management
- Change Management
- Problem Solving
- Strategic Planning
- Analytics
- C-suite reporting and presentations
- Leadership
Certification
- Project Management, 09/01/16
- Lean Six Sigma Master Black Belt, 04/01/19
- Scrum Master, 06/01/22
Work Preference
Work Type
Full TimeWork Location
RemoteImportant To Me
Company CultureHealthcare benefitsCareer advancementWork-life balanceTimeline
Executive Director, Process Improvement & Analysis
TTEC
05.2016 - Current
Director, Process Improvement
TTEC
09.2011 - 05.2016
Senior Manager, Global Project Management
TTEC
04.2003 - 09.2011
Bachelor of Arts - Sociology
University of North Texas
MBA -
Louisiana State University At Shreveport
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