Open To Work
Hi, I’m
Rhodaline Ipinlaye
Project Manager
Indianapolis,IN
Work Preference
Summary
Product Solutions & Project Manager with 8+ years of experience leading cross-functional initiatives, optimizing customer operations, and transforming user feedback into measurable business improvements. Proven ability to drive process innovation, improve customer experience, analyze operational data, and partner with diverse stakeholders to deliver scalable solutions. MBA with expertise in Agile delivery, project management, continuous improvement, and customer-centric product strategy.
Overview
12
years of professional experience
Education
Western Governors UniversitySalt Lake City, UT
Master Of Business Administration (MBA)
2023 - 2025 (2 education.years_Label)
Work History
At Home Care IncIndianapolis, Indiana
Project Manager
03.2023 - Current
Job overview
- Led cross-functional projects to improve operational efficiency, workforce planning, and the quality of home healthcare services delivered to clients.
- Partnered with executive leadership, clinical teams, caregivers, and operations to identify service gaps and implement strategic initiatives that enhanced customer experience and quality of care.
- Collected and analyzed client feedback, operational metrics, and performance data to identify improvement opportunities, providing actionable recommendations that enhanced client satisfaction and service excellence.
- Managed multiple concurrent projects from planning through execution, ensuring milestones, timelines, budgets, risks, and stakeholder expectations were successfully managed.
- Developed standardized project plans and onboarding programs, implementing workflow improvements that strengthened compliance and ensured service consistency.
- Facilitated cross-functional meetings to monitor project progress, remove roadblocks, and ensure successful project delivery.
- Championed continuous improvement initiatives that elevated caregiver performance, streamlined communication, and enhanced overall customer journey.
- Prepared executive reports and KPI dashboards to support data-driven decision-making and organizational strategy.
- Reduced time-to-hire by 56%, decreasing the recruitment cycle from 50 days to 22 days through workflow redesign and process optimization.
- Improved customer experience and quality of care by translating client feedback and operational insights into actionable process improvements, helping leadership enhance service delivery and client satisfaction.
- Increased operational efficiency by standardizing project workflows, strengthening cross-functional collaboration, and supporting continuous quality improvement initiatives.
- Successfully managed multiple high-impact operational projects while maintaining compliance, improving stakeholder engagement, and supporting organizational growth.
BoschIndianapolis
Customer Operations Coordinator
08.2020 - 03.2023
Job overview
- Managed complex customer support operations by resolving technical and product-related issues while maintaining a 95% Customer Satisfaction (CSAT) score.
- Served as the primary point of contact for customers experiencing appliance issues, diagnosing concerns and coordinating appropriate resolutions through Bosch Technical Support.
- Coordinated field service operations by scheduling Bosch-certified technicians based on customers’ ZIP codes, ensuring timely on-site repairs, maintenance, or product replacements to minimize customer downtime.
- Translated recurring customer feedback and service trends into actionable recommendations that supported continuous improvements in products, services, and operational processes.
- Partnered with Technical Support, Logistics, Dispatch, Warranty Services, and Operations teams to coordinate issue resolution and improve the end-to-end customer experience.
- Conducted root cause analysis on recurring product and service issues to identify trends, reduce repeat incidents, and improve operational efficiency.
- Optimized technician scheduling and resource allocation, improving response times, service delivery, and customer satisfaction.
- Maintained a 90% First Contact Resolution (FCR) rate through effective troubleshooting, proactive issue management, and clear customer communication.
- Key Achievements: Achieved a 95% Customer Satisfaction (CSAT) score by delivering timely, customer-focused solutions and coordinating efficient technical support services.
- Maintained a 90% First Contact Resolution rate, reducing escalations and improving the overall customer experience.
- Improved operational efficiency by translating customer insights and service data into recommendations that enhanced product quality and support processes.
- Strengthened collaboration across Technical Support, Dispatch, Logistics, and Operations to ensure seamless service delivery and faster issue resolution.
Stratosphere QualityFishers, Indiana
Quality & Process Improvement Analyst
07.2016 - 08.2020
Job overview
- Performed quality inspections and data analysis on medical devices and components to ensure compliance with FDA regulations, ISO quality standards, and customer specifications.
- Analyzed quality data to identify recurring defects in medical devices and implemented corrective and preventive action (CAPA) strategies that improved product quality and reliability.
- Partnered with manufacturing, engineering, and quality assurance teams to investigate non-conformances, improve production processes, and enhance product performance.
- Conducted root cause investigations using quality metrics, trend analysis, and inspection data to identify recurring issues and recommend long-term corrective actions.
- Supported continuous improvement initiatives that strengthened product quality, regulatory compliance, and operational efficiency across manufacturing processes.
- Collaborated with cross-functional teams to improve inspection workflows, standardize quality procedures, and reduce product defects before customer delivery.
- Prepared quality reports and documented inspection findings to support compliance audits, continuous improvement initiatives, and data-driven decision-making.
- Key Achievement✔ Reduced recurring defects by 40% by leveraging quality data, trend analysis, and CAPA methodologies to drive continuous improvement in the manufacturing of medical devices.
Geodis LogisticsPlainfield, Indiana
Logistics Operations Coordinator
06.2014 - 07.2016
Job overview
- Coordinated high-volume logistics operations supporting customer order fulfillment while ensuring on-time delivery, shipment accuracy, and operational efficiency.
- Partnered with warehouse, inventory, transportation, and operations teams to streamline workflows, improve cross-functional collaboration, and optimize daily logistics performance.
- Monitored shipment activities, identified operational bottlenecks, and implemented process improvements that enhanced productivity, reduced delays, and increased workflow efficiency.
- Resolved shipment discrepancies by conducting root cause analysis, collaborating with internal stakeholders, and implementing corrective actions to minimize recurring issues.
- Leveraged operational metrics and performance data to support continuous improvement initiatives, improve shipment accuracy, and enhance the overall customer experience.
- Key Achievements: Achieved a 99% on-time shipment rate by optimizing logistics workflows, improving coordination across cross-functional teams, and strengthening operational execution.
- Reduced damaged shipments by 30% through improved packaging processes, quality control measures, and proactive handling procedures.
Certification
- Google AI Essentials | Coursera | (In Progress)
- Microsoft Certified: Azure AI Fundamentals (AI-900) | Microsoft 2026
- HubSpot Marketing Software Certified | 2025
- Certified ScrumMaster (CSM) | Scrum Alliance | 2024
- PMP Certificate of Completion | 2022
Technical Skills
- Jira
- Azure DevOps
- Google Workspace
- Microsoft Power BI
- Microsoft Excel (Advanced)
- SQL (Basic)
- Microsoft Teams
- Slack
- HubSpot
- AI Productivity Tools (ChatGPT, Gemini, Microsoft Copilot)
- Data Visualization
- Project Dashboards
Timeline
Western Governors University
Master Of Business Administration (MBA)
2023 - 2025 (2 education.years_Label)
Project Manager
At Home Care Inc
03.2023 - Current
Customer Operations Coordinator
Bosch
08.2020 - 03.2023
Quality & Process Improvement Analyst
Stratosphere Quality
07.2016 - 08.2020
Logistics Operations Coordinator
Geodis Logistics
06.2014 - 07.2016
Core Competencies
- Core Competencies
- Product Support Operations
- Customer Experience Analysis
- Product Lifecycle Management
- Cross-functional Leadership
- Project Management
- Agile & Scrum
- User Experience Improvement
- Product Launch Readiness
- Stakeholder Management
- Root Cause Analysis
- Process Optimization
- Operational Excellence
- Continuous Improvement
- Change Management
- KPI Reporting
- Data Analysis
- AI-Powered Productivity Tools
- Risk management