Rya Puterbaugh
Lansing,MI
Summary
Results-driven process engineer with a strong focus on optimizing efficiency, quality, and safety in financial operations. Skilled in data analytics, process automation, and cross-functional collaboration to drive measurable outcomes. Demonstrated expertise in risk identification, mitigation, and preventing scope creep. Committed to digital transformation and enhancing customer experience through innovative process improvements. Adept at reducing waste using lean methodologies to streamline operations.
Overview
6
6
years of professional experience
1
1
Certificate
Work History
Process Improvement Consultant
PNC Bank
09.2023 - Current
- Reduced manual processing efforts by 70%, generating $1M+ in cost savings through automation and process redesign
- Developed technical roadmaps, aligning IT solutions with business goals
- Conducted risk assessments and quality assurance to optimize business architecture and ensure compliance
- Spearheaded an Employee Resource Initiative (ERI) to enhance workplace culture and engagement
- Identified and resolved inefficiencies in Customer Information File (CIF) processing, eliminating bottlenecks equivalent to 7 FTEs
- Led the digitization of arbitration documents, improving retrieval efficiency and risk mitigation
- Provided Pareto analysis and cost analysis to support automation strategies
Process Improvement Specialist Senior
PNC Bank
07.2022 - 09.2023
- Applied Kaizen methodologies, achieving $2M+ in cost savings through CIF automation
- Designed and implemented a Power of Attorney Revocation Form, reducing processing defects by 90%
- Led business case development and cost-benefit analysis, securing leadership approval
- Conducted root cause analysis, mitigating scope creep and ensuring project success
- Ensured regulatory compliance through risk assessments and governance reviews
- Optimized business architecture by resolving process inefficiencies and forecasting outcomes
Development Program Analyst
PNC Bank
08.2021 - 07.2022
- Developed and led Kaizen initiatives, improving training, performance metrics, and team efficiency
- Reduced technology disruptions by 60% through root cause analysis and process optimization
- Utilized Verint analytics to enhance consultant performance and efficiency
- Identified, analyzed, and improved business processes to meet quality standards
Customer Care Specialist & Training Mentor
PNC Bank
06.2019 - 08.2021
- Reduced Average Handle Time (AHT) for new employees by 3 minutes by implementing tracking tools, additional training, & coaching techniques
- Consistently ranked in the 95th percentile for customer service performance metrics
- Trained and mentored new hires and bilingual associates, enhancing team capabilities
- Increased team engagement by 40% through team-building activities
- Integrated Agile and DMADV methodologies to optimize service delivery and customer satisfaction
Education
Bachelor of Arts - International Relations
Western Michigan University
Kalamazoo01-2018
Skills
- Business process, design, & workflow optimization
- Agile & lean six sigma methodologies
- Innovative & resourceful design thinking principles
- Data analytics & statistical modeling
- Change & stakeholder management
- Root cause analysis
- Regulatory compliance standards for risk mitigation
- 5S methodology
- Process & value stream mapping
- Enterprise resource & capacity planning
- Continuous Improvement & performance tracking
- Quality management systems & waste reduction
- Cross-functional Teamwork
- AutoCAD design software
- Talent development analytics
- Network analytics
Certification
Agile & Business Analysis
- Agile Analysis Certification (AAC) - IIBA,
- PMI Agile Certified Practitioner (PMI-ACP) - PMI
Lean Six Sigma & Quality Management
- Six Sigma Green Belt Certification (SSBB) - American Society for Quality.
- Six Sigma Black Belt Certification (SSBB) - American Society for Quality.
Project Management & Risk Management
- PMI Risk Management Professional (PMI-RMP) - PMI
- Project Management Foundations (Integration & Procurement) - LinkedIn Learning
Change Management & Design Thinking
- Change Management Foundations - LinkedIn Learning
- Design Thinking: Customer Experience - LinkedIn Learning
- Product Innovation for Product Managers - LinkedIn Learning
Human Resources & Leadership Development
- Professional in Human Resources (PHR) - HRCI,
- Business Development & Acumen - LinkedIn Learning
- Critical Thinking & Communication Foundations - LinkedIn Learning
Languages
English
Native or Bilingual
Spanish
Limited Working
Timeline
Process Improvement Consultant
PNC Bank
09.2023 - Current
Process Improvement Specialist Senior
PNC Bank
07.2022 - 09.2023
Development Program Analyst
PNC Bank
08.2021 - 07.2022
Customer Care Specialist & Training Mentor
PNC Bank
06.2019 - 08.2021
Bachelor of Arts - International Relations
Western Michigan University
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