Uniqua Smith
Business Process Improvement Manager
Manchester,CT
Qualifications Summary
Analytical and results-oriented professional with extensive experience in driving organizational change through effective communication, stakeholder engagement, and process improvement initiatives. Instrumental in managing large-scale projects and cross-functional teams to deliver measurable results that improve customer satisfaction, employee engagement, and operational efficiency. Demonstrated expertise in change management methodologies, including Lean, Six Sigma, and Agile to design and implement process improvements to optimize workflow and reduce costs. Adept at devising and executing strategic plans while aligning with business objectives and driving positive outcomes. Equipped with exceptional interpersonal, problem-solving, communication, time-management, and organizational skills.
Overview
9
9
years of professional experience
1
1
Certification
Work History
HR Business Process Improvement Manager
Avantor Sciences
Radnor, PA
02.2022 - 04.2023
- Partnered and coached HR Team on updated business processes
- Identified root causes of operational issues and proposed corrective actions
- Monitored HR's Center of Excellence (COE) projects biweekly, tracked progress and outlined process improvements based on Voice of the Customer (VOC) engagement
- Created comprehensive project plans, timelines and milestones for successful ERP implementation
- Assisted users in understanding end-to-end business process flows related to ERP implementation
- Analyzed and monitored implemented changes to business processes and make necessary adjustments
- Conducted Gembas virtual/in-person sessions to assess organizational training needs in business areas
- Restructured or developed new business processes to align with system and organization changes
- Engaged in continuous improvement activities by identifying trends and developing action plans accordingly
- Performed ongoing analysis of processes related to productivity, quality, costs, and time management
- Investigated and resolved customer inquiries regarding billing issues or discrepancies
- Followed up with customers via phone, email, or mail regarding outstanding invoices
- Streamlined operations to achieve new efficiencies, improve on-time collections and reduce invoice processing time by 25%
Organizational Effectiveness Consultant
Slalom Consulting
Hartford, CT
06.2021 - 02.2022
- Worked across multiple disciplines and industries to quickly build client knowledge and credibility (projects varying in length, lasting anywhere from few weeks to several months)
- Designed and conducted readiness assessments, evaluated results, and presented findings in logical and easy-to-understand manner
- Supported execution of plans by employee-facing managers and business leaders
- Identified resistance and performance gaps and developed/implemented corrective actions
- Managed engagements through handover/knowledge transfer process
- Coordinated with clients to create high-level, detailed standard work use cases
- Created and managed measurement systems to track adoption, utilization, and proficiency of individual changes
- Conducted Gemba virtual sessions to assess organizational training needs in business areas
- Developed detailed implementation plans, including risk assessments and business impact ratings for identified processes
- Collaborated with client's business area to develop effective organizational change, learning, organization design, communication, and talent management programs to drive business benefits
- Liaised with project teams to integrate change management activities into overall project plans
- Presented reports highlighted proposed changes regarding performance and efficiency enhancement.
Senior Business Consultant | C.I. Practitioner
AETNA
Hartford, CT
03.2017 - 01.2020
- Guided engagements by using disciplined, repeatable methodology, designed and developed interventions, facilitated work sessions, and delivered all required analysis, reporting, and presentation materials
- Facilitated diverse internal and external networks as appropriate to gather data and identify best practices
- Performed data analysis using various software programs including MS Excel, SAP, and BPCS
- Ensured compliance with all regulatory and global guidelines while designing and implementing change
- Implemented across numerous business transformations to attain operational excellence, employee engagement, cost reduction, and customer satisfaction
- Leveraged internal and external networking to drive optimal initiative results and transfer knowledge/best practices
- Partnered with business and leadership teams as a trusted advisor to drive strategic initiatives across enterprise by utilizing Six Sigma DMAIC, Lean, Agile, Scrum, and Project Management methodologies and tools
- Identified improvement opportunities proactively and independently influenced business leader(s) to take action or change behavior through negotiations and consultation to promote issue resolution.
- Evaluated existing policies and procedures related to inventory management and control systems and delivered targeted solutions using various tools and resources.
- Analyzed and interpreted data to determine any problems or areas that need improvement.
- Performed as consultant for startup business in areas of marketing, logistics, and training to various behavioral healthcare service professionals.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
Business Consultant | C.I. Practitioner
AETNA
01.2015 - 01.2017
- Implemented critical elements of lean operating system across organization along with providing valuable assistance to streamline processes and optimize efficiency
- Established metrics and tracking mechanisms to monitor progress against objectives and keep management and employees updated on performance
- Performed in-depth research and analysis of industry best practices to identify and implement most effective strategies for organization
- Ensured compliance with regulatory and global guidelines while designing and implementing change to minimize risk and ensure legality
- Conducted training sessions for employees on lean tools and facilitated Kaizen improvement activities to drive continuous improvement
- Aligned stakeholder KPIs by advising and building project charters during scoping sessions
- Collaborated with senior business consultants to identify business-focused solutions for specific areas of company by using financial models and creativity to improve constituent satisfaction
- Mapped current state and future state processes while identifying waste and pain points, as well as transferring to implementation plan to monitor changes and time frame of completion for sustainable process
- Directed numerous business transformations to achieve operational excellence, employee engagement, cost reduction, and customer satisfaction.
Executive Assistant/Program Manager
Aetna
Hartford, CT
03.2014 - 03.2015
- Orchestrated Enterprise meetings for executive committee and business leaders
- Facilitated internal initiatives, including developing and monitoring department budgets and processing expenses
- Administered diligent board books in accordance with rules and regulations
- Spearheaded special projects, such as community volunteer initiatives and event planning
- Processed payroll invoices for offshore procurement staff
- Managed new hire onboarding and offboarding requests, such as ordering laptops, submitting requests for creation of A/NIDs, removal of equipment, and transfer of licenses and laptops
- Generated procurement-related documents, including SCARFs, statements of work, purchase orders, and amendments for non-catalog items, and processed invoices as required
- Coordinated and facilitated Lean, Six Sigma, and Value Stream Mapping trainings to achieve desired objectives.
- Gained extensive knowledge in data entry, analysis and reporting.
- Developed strong communication and organizational skills through working on group projects.
Education
Master of Science in Business Management -
University of Saint Joseph
Bachelor of Science in Human Services -
Springfield College
Skills
- Business Operations Management
- Process Mapping
- Kaizen
- Visio
- Relationship Management
- Cost Reduction Measures
- Strategic Planning
- Change Management
- Team Leadership/Training
- Risk Assessments
- Customer Service
- Process Requirements Validation
- Continuous Improvement Methods
- Transaction Processing
- Account Reconciliation
- Team Building Leadership
- Work Planning
- Business Relationship Management
- KPI Analysis
- Root Cause Analysis
- Business Operations Analysis
- MS Excel
- Customer Relationship Management (CRM)
- Supply Chain Management
- Vendor Relationships
- Vendor Negotiations
- Business process improvement
- Process improvement strategies
Certification
- Health Care Systems Certification | University of Saint Joseph, West Hartford, CT
- Lean Six Sigma - Yellow Belt Certification | Aetna University, Hartford, CT
Leadership Experience
- Directed change management methodologies and techniques, applying key leadership principles and behaviors to increase employee morale and commitment during times of change, leading to high-performing teams built on trust and enablement.
- Championed employee engagement by leading focus groups, ABX Distinction Awards, and change management assessments.
- Spearheaded multiple end-to-end Kaizen events through Value Stream (VSM) facilitation within HR department (focusing on employee moments that matter and onboarding) and internal ABX organization, resulting in significant process improvements and contributing to achieving departmental financial targets.
References
References available upon request.
Timeline
HR Business Process Improvement Manager
Avantor Sciences
02.2022 - 04.2023
Organizational Effectiveness Consultant
Slalom Consulting
06.2021 - 02.2022
Senior Business Consultant | C.I. Practitioner
AETNA
03.2017 - 01.2020
Business Consultant | C.I. Practitioner
AETNA
01.2015 - 01.2017
Executive Assistant/Program Manager
Aetna
03.2014 - 03.2015
Master of Science in Business Management -
University of Saint Joseph
Bachelor of Science in Human Services -
Springfield College
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