Rachel Osborne
Chicago,IL
Summary
Experienced process manager with a strong ability to foster collaboration across departments for evaluating, designing, and implementing efficient business processes. Adept at consistently improving processes and effectively managing change among stakeholders through positive approaches, resulting in significant success. A proven track record as an effective leader, empowering and guiding teams to achieve exceptional results.
Overview
34
34
years of professional experience
Work History
Manager Business Process
PGR
02.2018 - Current
- Developed, grew and lead the Employee Experience Process Organization to provide CRM the ability to execute large scale organizational design and process improvement projects
- Collaboratively govern an evolving portfolio of projects and tenured group of process consultants by balancing customer needs, resource capacity and organizational readiness
- Upskilled consultant staff in Human Centered Design methodology and practices to achieve improved user satisfaction, higher adoption rates and long lasting results
Process Consultant IV
PGR
01.2016 - 02.2018
- Lead team that developed PGR's first Onboarding Program for contractor
employees (ICS > CWS) - Lead project that designed and operationalized the CRM Virtual Organization start up - model was replicated and expanded for
company-wide 2020 pandemic response - Developed and implemented process control strategies to reduce process
variability and improve process stability - Evaluated diverse organizational systems to identify workflow, communication, and resource utilization issues.
Manager Learning Process - Claims
PGR
04.2015 - 01.2016
Service Center Program Manager
PGR
10.2012 - 04.2015
Various Claims Roles
PGR
10.1990 - 10.2012
Education
B.S. - Criminal Justice/Psychology
University of Wisconsin
MilwaukeeSkills
- Strategic Leadership
- Cultivating Trust
- Developing Productive Partnerships
- Portfolio Management Expertise
- Change Management
- Continuous Improvement
- Quality Assurance
- Influencing
Education Experience
- B.S., Criminal Justice/Psychology, University of Wisconsin
- Prosci® - Certified Change Management Practitioner
- PMP® - Certified Ed Req
- Case Western Reserve - PM Certification
Timeline
Manager Business Process
PGR
02.2018 - Current
Process Consultant IV
PGR
01.2016 - 02.2018
Manager Learning Process - Claims
PGR
04.2015 - 01.2016
Service Center Program Manager
PGR
10.2012 - 04.2015
Various Claims Roles
PGR
10.1990 - 10.2012
B.S. - Criminal Justice/Psychology
University of Wisconsin
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