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Corporate Officers
President
Dawn R. Buchanan
Contact Information:
Email – Dawn_Buchanan@intelligration.com
ONE PARAGRAPH DESCRIPTOR SUMMARY:
Experienced executive leader with a demonstrated track record of employee and customer satisfaction. Proven capability in deploying re-engineering and process improvement strategies and metrics to reduce cost and improve operational efficiency. Expertise in evaluating and applying leading edge information systems and related technology to gain maximum benefit and ensure return on investment. Recognized as an accomplished facilitator. Demonstrated strength and proficiency in motivating employees to achieve personal growth and professional success, through the use of skill development and teaming.
DESCRIPTION OF SERVICES OFFERED
Skilled in process (operations) management, process improvement, process mapping and quality assurance in a variety of complex business operations - call centers, logistics (airfreight, warehousing, and OTR), engineering, telecommunications/internet data centers and management consulting. Experience in establishing corporate metrics using the balanced scorecard approach and customer satisfaction metrics for key touch points. Developed and implemented educational programs to support change in corporate culture – development of training programs for Total Quality Management, Business Process Improvement, Six Sigma and accompanying tools. Certified Lead Auditor for ISO9000:2000.
DESCRIPTION OF EXPERTISE
Most recently served as a Director for Customer Care and Performance Management for an Internet Data Center that is a wholly owned subsidiary of a telecommunications company. In this position, responsibilities included the establishment of both the Customer Care and Quality Assurance organizations. Primary roles were to serve as the chief customer advocate, champion for organizational change and the institutionalization of quality. Significant accomplishments include:
*** Serving as an "agent of change" providing vision and leadership - building a highly regarded and successful organization
*** Leading the complex implementation of call monitoring technology in multiple sites (9 geographically disbursed locations), resulting in the identification and elimination of non-value added calls (call take-out in excess of 1M)
*** Leading process improvement initiatives - delivering results in excess of $1M
*** Managing a P&L in challenging economic conditions - exceeding expectations
*** Developing and implementing key customer satisfaction metrics and initiatives, resulting in significant financial and operational improvements
*** Leading in the development and implementation of industry "leading edge" service level agreements, resulting in a competitive edge
*** Leading the complex implementation of ISO9000:2000 in both a call center and internet data center, resulting in functional, process and metrics driven organizations
*** Development and delivery of training programs and curriculum to support quality culture
APPLICABLE JOB CATEGORIES:
Quality Assurance
Operational Excellence
Malcolm Baldrige National Quality Award
Six Sigma – Green Belt
Total Quality Management
Continuous Process Improvement
Process Management
Process Mapping
Operations Management
Data Management
Call Center Management and Quality Assurance
Quality Management
ISO9000
Certified Lead Auditor
Leadership and Management Training
Project Management
Customer Service Improvement
Process Improvement
Performance Management
APPLICABLE INDUSTRIES/FUNCTIONS:
Service
Healthcare
Manufacturing
Call Centers
Customer Care
Quality Assurance
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Intelligration
6817 Mingo Drive
Galena, OH 43021-9059
USA
Ph: 216-502-4090
Fax: (unlisted)
Customer_Service@intelligration.com
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