Experience

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  Servify

  • Greater Chicago Area

  • General Manager - Service Delivery

    • Jul 2021 - Present
    • Greater Chicago Area

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  Casual Living Extended Stay Hotels

  • Algonquin, IL

  • Owner

    • Nov 2002 - Present
    • Algonquin, IL

    At Casual Living Extended Stay Hotels, our mission is to provide clean, safe, economical rooms with a focus on treating our guests with the highest level of respect. http://CasualLivingHotels.Com

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  Faster Flow Process Engineering

  • Crystal Lake, IL

  • Freelance Process Improvement

    • 2015 - Aug 2021
    • Crystal Lake, IL

    Helping businesses grow by providing continuous improvement, process development and problem solving services. Experience includes- Building a Service environment for Google Project Ara while contracted by Isobar, inc.- Developing a Service Network of repair locations while contracted by Service Central, Inc.- Building operational processes to promote growth and expansion for Servify, Inc.

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  Motorola

  • Customer Service Account Manager

    • 2012 - 2015

    In 2012 Google acquired Motorola. Support organizations were realigned, and my responsibilities for Carrier Quality grew to include Reverse Logistics. This allowed insight into the complexity and opportunities within a service organization.Working with Google showed the value of taking dramatic steps to improve the customer experience.

  • Customer Quality Manager

    • 2008 - 2012

    In 2008, Motorola’s shifted product focus to Android phones including the Droid franchise. My job during this time was to work with Motorola’s carrier partners to bring the voice of the customer back into the business. I used a customer scorecard process and a multidisciplinary team to drive continuous improvement across all functions of the business.

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  Motorola (Mobile Devices Business)

  • Business Operations Manager

    • 2001 - 2007

    If you bought a Motorola RAZR, I forecasted your purchase, had the phone built, shipped it to your store,and put it in your hands.Working with Motorola’s carrier partners, my team planned the business, defined the demand for the factories and planned the distribution needed to to get the phones to the wireless stores.

  • Black Belt Program Manager

    • 1999 - 2001

    Charged with developing statistical methods, problem solving, and process improvement skills in others, I worked with Motorola University to design the curriculum, define the course content and and provide training. Who says learning statistics can’t be fun!

  • Quality Systems Manager

    • 1998 - 1999

    Serving as part of a team charged with Quality System development, I focused on developing systems for continuous improvement, problem solving/prevention and statistical methods.

  • Manufacturing Engineer

    • 1994 - 1998

    Motorola Cellular Subscriber produced the world’s first cell phones including the Motorola StarTAC. During this time I built the assembly lines that produced the phones, while achieving throughput and 6 sigma quality goals.

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  Appliance Control Technology

  • Industrial Engineer

    • 1989 - 1994