Process Excellence Lead - Mature Markets, SMB Sales, Google
Conduct process improvement activities within EMEA’s mature markets whilst mentoring the six sigma capability in the teams.
• EMEA Email Automation Lead – co-ordinating automated email across 13 markets, functionally managing 15 country experts. Drove 19pp increase of automation rate whilst increasing customer satisfaction in just 6 months.
• Rolled out new global transactional customer satisfaction framework to all reactive support channels which significantly increased take-up rates of survey and provide more actionable feedback to the business.
• Mentored 2 co-workers to complete their Lean Six Sigma Green Belt certification and 7 to Yellow Belt certification.
• Owned process mapping, alignment and streamlining of all core business activities in the business unit.
• Project managed several global and local initiatives with total savings of over $750k.