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Michelle Cooney Resume 10 2010

Michelle Cooney
Michelle Cooney

The document is a resume for Michelle M. Cooney. It summarizes her experience as a business analyst, quality manager, and process improvement specialist with over 20 years of experience leading projects, achieving certifications, and training others. She has extensive experience implementing solutions to streamline processes, reduce costs, and improve customer satisfaction for organizations. She is proficient in project management, process mapping, quality systems, and continuous improvement methodologies.

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MICHELLE M. COONEY http://www.linkedin.com/in/michellemcooney 4139 Newberry St. Phone: 734-673-5611 Wayne, Michigan 48184 Email: mmcooney9314@gmail.com CAREER SUMMARY Process-oriented business analyst with extensive experience in defining and implementing effective solutions for organizations. Highly skilled in leading cross-functional work teams to define current business and database-driven processes with a proven track record in streamlined practices and cost effective results. Proficient in identifying customer needs and determining appropriate solutions to existing problems. Effective as a liaison between technical teams and business users when gathering and documenting requirements for said solution. Recognized for attention to detail, follow-through, customer satisfaction and a strong work ethic. SKILLS SUMMARY Certified Quality Manager Certified Six Sigma Green Belt Certified ISO 9001:2000 Specialist Problem Solving Business Process Mapping Process Improvement Management Customer Support/Service Managing Projects Training MS Tools Office, Visio, SharePoint QUALIFICATIONS BUSINESS ANALYST Responsible for all aspects of projects from proposal through implementation and on-going production; projects ranged from $200,000 to $15M per annum, with a high success rating in client satisfaction and nationally recognized processes. Liaison between customer, government agencies, and suppliers to identify and design solution to move off-lease vehicles from Canada to the US for resale resulting in an increase of 30% in revenue and a decrease of 40% in annual carrying costs within the first year of the program. Liaison between customer, government agencies, automotive dealerships, auto auctions and financial institutions to define processes to buy back customer vehicles that qualified for the national lemon law. Liaison with customer to take archaic databases to the present by implementing web-based solutions resulting in more efficient transaction processing. Directly managed the implementation of the programs from defining the requirements, managing the customer expectations, providing feedback to the technical and non-technical personnel to carry out the work required, and launching the projects on time and within budget. Maintained on-going relationships with government personnel to apply changes as laws were instituted or updated. Maintained customer relationship, identifying and developing additional services. Final authority for defining project scope and determining scope creep. Presented project status to customer and internal management. Built and led cross-functional project teams, providing direction and focus to implement the solutions. Facilitated strategic planning and problem solving sessions. Managed global Request and Approval process, taking internal investment and customer opportunities through estimation, feasibility, pricing, and executive decision making. Liaison to internal customers and business management. Lead in meeting for final decision making.
Michelle M. Cooney Page 2 QUALITY / PROCESS IMPROVEMENT Responsible for mapping business processes, ISO 9001:2000 initiatives, and continuous improvement efforts for multiple organizations with proven successes and certifications. Developed, implemented, and managed the Quality Management System. Directly responsible for achieving ISO Certification and Ford Motor Company Q1 Certification. o Achieved certifications through third-party audits the first time with no major findings; maintained certifications through subsequent audits. Defined and analyzed the organizations KPIs. Worked with executive management to expand the scope of collecting data to further improve projects and processes. Successfully mapped all corporate business processes and department processes resulting in repeatable and measurable activities. Reduced costs of poor quality by 71% due to effective root cause analysis activities as a result of internal and customer-reported issues. Achieved defect-free customer product and program launches by applying process mapping and Design Failure Mode Effects Analysis (DFMEA). Instituted document control system allowing all personnel access to the latest versions of process documentation. Lead in Six Sigma green belt initiatives o Decreased costs of off-site storage by over 50%. o Improved timing by over 30% for providing vehicle data to customers. Responsible for process governance. o Lead auditor - prioritized internal audits and required frequency, approved audit plans, wrote audit reports and led opening and closing meetings with all levels of management; provided feedback to ensure continuous improvement and improved/streamlined processes. TRAINING FACILITATION Responsible for training personnel relative to project facilitation, the application of continuous improvement methodologies, and process governance for new and on-going initiatives. Training was provided to over 600 employees in multiple organizations. Developed internal auditing curriculum based on ISO 9001:2000. Trained internal auditors to lead and support audits, write audit reports and provide feedback for closing meetings. Failure Mode Effects Analysis (FMEA) methodology training trained work teams to utilize the FMEA tools to identify and eliminate waste resulting in reduction of non-value added steps, improved metrics and streamlined processes. Provided corporate training for Root Cause Analysis methodologies. On-site training at Ford district and regional offices, suppliers and other key players relative to new tools to manage vehicle inventory and financial initiatives. Corrective and preventive action training for company personnel.
Michelle M. Cooney Page 3 PROFESSIONAL EXPERIENCE R. L. POLK & CO., Southfield, MI 2004 2010 Polk is globally recognized organization, provider of automotive information and marketing solutions to the automotive and its related industries with revenue of $250 MM and 1,600 employees. Manager, Quality Processes 2004 - 2010 MINACS USA, Farmington Hills, MI 1987 2004 Minacs Worldwide, Inc. provides customized business process outsourcing solutions, offering contact center services which include customer acquisitions, customer care, and technical support services as well as document management, program management, inventory management, and regulated industry process management services. Quality System Manager 2000 2004 Business Analyst 1987 2000 CERTIFICATIONS / AWARDS Quality Manager Specialist Certificate Eastern Michigan University 2008 ISO 9001:2000 Specialist Certificate Eastern Michigan University 2008 Six Sigma Green Belt Certificate Global Productivity Solutions 2006 Winning Together Employee Recognition Award Ford Motor Company 1997 Customer-Driven Quality Award Ford Motor Company 1994 TRAINING Six Sigma Black Belt Global Productivity Solutions 2008 Introduction to Internal Auditing Paton Professional 2008 Writing Software Requirements Craig Cochran 2008 Internal Auditing Craig Cochran 2008 Layered Process Audits Eastern Michigan University 2008 Internal Quality System Auditing: A Process- Eastern Michigan University 2007 Based Approach Project Management Eastern Michigan University 2007 Corrective and Preventive Actions Eastern Michigan University 2007 Measurement System Assessment (MSA) Eastern Michigan University 2007 Essential Skills for the Modern Supervisor Eastern Michigan University 2007 Executive Management of Business Improvement Eastern Michigan University 2007 with QOS Team Problem Solving Eastern Michigan University 2007 Cost of Poor Quality Eastern Michigan University 2007 Process FMEA with Control Plans and Reaction Eastern Michigan University 2007 Plans Six Sigma Green Belt Training Global Productivity Solutions 2006 Monday Morning Leadership R. L. Polk 2006 ISO 9001:2000 Quality Systems Eastern Michigan University 2005 ISO Overview Schoolcraft College 2005 Access 97 New Horizons 2002 Six Sigma Black Belt Minacs 2000

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Michelle Cooney Resume 10 2010

  • 1. MICHELLE M. COONEY http://www.linkedin.com/in/michellemcooney 4139 Newberry St. Phone: 734-673-5611 Wayne, Michigan 48184 Email: mmcooney9314@gmail.com CAREER SUMMARY Process-oriented business analyst with extensive experience in defining and implementing effective solutions for organizations. Highly skilled in leading cross-functional work teams to define current business and database-driven processes with a proven track record in streamlined practices and cost effective results. Proficient in identifying customer needs and determining appropriate solutions to existing problems. Effective as a liaison between technical teams and business users when gathering and documenting requirements for said solution. Recognized for attention to detail, follow-through, customer satisfaction and a strong work ethic. SKILLS SUMMARY Certified Quality Manager Certified Six Sigma Green Belt Certified ISO 9001:2000 Specialist Problem Solving Business Process Mapping Process Improvement Management Customer Support/Service Managing Projects Training MS Tools Office, Visio, SharePoint QUALIFICATIONS BUSINESS ANALYST Responsible for all aspects of projects from proposal through implementation and on-going production; projects ranged from $200,000 to $15M per annum, with a high success rating in client satisfaction and nationally recognized processes. Liaison between customer, government agencies, and suppliers to identify and design solution to move off-lease vehicles from Canada to the US for resale resulting in an increase of 30% in revenue and a decrease of 40% in annual carrying costs within the first year of the program. Liaison between customer, government agencies, automotive dealerships, auto auctions and financial institutions to define processes to buy back customer vehicles that qualified for the national lemon law. Liaison with customer to take archaic databases to the present by implementing web-based solutions resulting in more efficient transaction processing. Directly managed the implementation of the programs from defining the requirements, managing the customer expectations, providing feedback to the technical and non-technical personnel to carry out the work required, and launching the projects on time and within budget. Maintained on-going relationships with government personnel to apply changes as laws were instituted or updated. Maintained customer relationship, identifying and developing additional services. Final authority for defining project scope and determining scope creep. Presented project status to customer and internal management. Built and led cross-functional project teams, providing direction and focus to implement the solutions. Facilitated strategic planning and problem solving sessions. Managed global Request and Approval process, taking internal investment and customer opportunities through estimation, feasibility, pricing, and executive decision making. Liaison to internal customers and business management. Lead in meeting for final decision making.
  • 2. Michelle M. Cooney Page 2 QUALITY / PROCESS IMPROVEMENT Responsible for mapping business processes, ISO 9001:2000 initiatives, and continuous improvement efforts for multiple organizations with proven successes and certifications. Developed, implemented, and managed the Quality Management System. Directly responsible for achieving ISO Certification and Ford Motor Company Q1 Certification. o Achieved certifications through third-party audits the first time with no major findings; maintained certifications through subsequent audits. Defined and analyzed the organizations KPIs. Worked with executive management to expand the scope of collecting data to further improve projects and processes. Successfully mapped all corporate business processes and department processes resulting in repeatable and measurable activities. Reduced costs of poor quality by 71% due to effective root cause analysis activities as a result of internal and customer-reported issues. Achieved defect-free customer product and program launches by applying process mapping and Design Failure Mode Effects Analysis (DFMEA). Instituted document control system allowing all personnel access to the latest versions of process documentation. Lead in Six Sigma green belt initiatives o Decreased costs of off-site storage by over 50%. o Improved timing by over 30% for providing vehicle data to customers. Responsible for process governance. o Lead auditor - prioritized internal audits and required frequency, approved audit plans, wrote audit reports and led opening and closing meetings with all levels of management; provided feedback to ensure continuous improvement and improved/streamlined processes. TRAINING FACILITATION Responsible for training personnel relative to project facilitation, the application of continuous improvement methodologies, and process governance for new and on-going initiatives. Training was provided to over 600 employees in multiple organizations. Developed internal auditing curriculum based on ISO 9001:2000. Trained internal auditors to lead and support audits, write audit reports and provide feedback for closing meetings. Failure Mode Effects Analysis (FMEA) methodology training trained work teams to utilize the FMEA tools to identify and eliminate waste resulting in reduction of non-value added steps, improved metrics and streamlined processes. Provided corporate training for Root Cause Analysis methodologies. On-site training at Ford district and regional offices, suppliers and other key players relative to new tools to manage vehicle inventory and financial initiatives. Corrective and preventive action training for company personnel.
  • 3. Michelle M. Cooney Page 3 PROFESSIONAL EXPERIENCE R. L. POLK & CO., Southfield, MI 2004 2010 Polk is globally recognized organization, provider of automotive information and marketing solutions to the automotive and its related industries with revenue of $250 MM and 1,600 employees. Manager, Quality Processes 2004 - 2010 MINACS USA, Farmington Hills, MI 1987 2004 Minacs Worldwide, Inc. provides customized business process outsourcing solutions, offering contact center services which include customer acquisitions, customer care, and technical support services as well as document management, program management, inventory management, and regulated industry process management services. Quality System Manager 2000 2004 Business Analyst 1987 2000 CERTIFICATIONS / AWARDS Quality Manager Specialist Certificate Eastern Michigan University 2008 ISO 9001:2000 Specialist Certificate Eastern Michigan University 2008 Six Sigma Green Belt Certificate Global Productivity Solutions 2006 Winning Together Employee Recognition Award Ford Motor Company 1997 Customer-Driven Quality Award Ford Motor Company 1994 TRAINING Six Sigma Black Belt Global Productivity Solutions 2008 Introduction to Internal Auditing Paton Professional 2008 Writing Software Requirements Craig Cochran 2008 Internal Auditing Craig Cochran 2008 Layered Process Audits Eastern Michigan University 2008 Internal Quality System Auditing: A Process- Eastern Michigan University 2007 Based Approach Project Management Eastern Michigan University 2007 Corrective and Preventive Actions Eastern Michigan University 2007 Measurement System Assessment (MSA) Eastern Michigan University 2007 Essential Skills for the Modern Supervisor Eastern Michigan University 2007 Executive Management of Business Improvement Eastern Michigan University 2007 with QOS Team Problem Solving Eastern Michigan University 2007 Cost of Poor Quality Eastern Michigan University 2007 Process FMEA with Control Plans and Reaction Eastern Michigan University 2007 Plans Six Sigma Green Belt Training Global Productivity Solutions 2006 Monday Morning Leadership R. L. Polk 2006 ISO 9001:2000 Quality Systems Eastern Michigan University 2005 ISO Overview Schoolcraft College 2005 Access 97 New Horizons 2002 Six Sigma Black Belt Minacs 2000