Wesley Ramirez

Business Technology Manager of Workforce Management at Discover Financial Services
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Contact Information
us****@****om
(386) 825-5501
Location
Schaumburg, Illinois, United States, US
Languages
  • English Native or bilingual proficiency
  • Spanish Professional working proficiency

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Wesley developed and demonstrated her influence skills while working as a Territory Capacity Planning Manager. She created an engaged workforce in her direct control and fostered important relationships with her field partners. Wesley came into the role just as it was being defined. It was exciting to watch her embrace a new role and set the bar for her peers. She is a creative leader, never afraid to step up to a challenge or share her point of view. She learns constantly and I have no doubt that she will continue to progress rapidly along her career path. I appreciate every opportunity I have to work with Wesley.

I've worked with Wesley for almost a year now, and in that time, I've seen her go from having a limited knowledge of Lean concepts to a skilled practitioner within the Sears Holdings Lean Six Sigma organization. We have facilitated a few Kaizen events together, and from the very first one, I was confident that our participants were in very good hands. She has demonstrated an intuitive grasp of the tools, sometimes even before being trained in them, and she is a born leader and facilitator. Wesley also has the ability to become what the team needs in the moment, whether that be leader, peace-keeper, idea-generator, or voice or reason. She functions well in a variety of roles, and has the ability to switch between them, when necessary, to the benefit of the entire team.

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Credentials

  • ASQ Lean Certificate
    ASQ Fox Valley Section
    Jul, 2017
    - Nov, 2024
  • Certified Six Sigma Black Belt
    ASQ
    Oct, 2015
    - Nov, 2024
  • Green Belt Lean Six Sigma
    Sears Holdings Corporation
    Jul, 2014
    - Nov, 2024
  • Yellow Belt Lean Six Sigma
    Sears Holdings Corporation
    Oct, 2013
    - Nov, 2024
  • Influencer Training
    VitalSmarts
    Sep, 2012
    - Nov, 2024
  • Crucial Conversations
    VitalSmarts
    Apr, 2011
    - Nov, 2024

Experience

    • United States
    • Financial Services
    • 700 & Above Employee
    • Business Technology Manager of Workforce Management
      • Nov 2019 - Present

      - Work Stream Leader for Workforce Planning and Governance- Partner with cross-functional peers in Talent Acquisitions, Vendor Management, Finance, etc., to create a workforce planning, strategy and governance program within IT, focused on maintaining balanced budgets, improved data quality and cost center alignment end-to-end- Responsible for strategy and governance for all employee, contractor requests and Managed Services, coordinating with ServiceNow and WorkDay teams to create user stories for automated reporting, planning and systemic controls- Achievements: Created Workforce Planning program and governance controls for FTE requests in WorkDay that will have a projected savings of ~$500K in Q4 2020

    • Discover Lean Management System (DMS) Change Agent - Advanced Analytics Platform
      • Mar 2019 - Nov 2019

      - Worked on Lean Discover Management System team, partnering with stakeholders to build new operating model and standup Agile teams- Engaged with Advanced Analytics teams, supporting their improvement plans through activities such as data collection, analysis, process mapping and rapid improvement/kaizen events- Achievements: Won 2019 President’s Award for designing and implementing Production Support Operational Excellence Forum, decreasing mean time to repair by 50% and ticket volume from 250+/day to <60/day

    • Lean Process Improvement Project Manager (Lean Six Sigma Black Belt)
      • Jun 2018 - Feb 2019

      - Lean Project Manager (Special Operations) responsible for facilitating highly impactful, cross-functional process improvement activities, utilizing DMAIC/DMADV methodology- Functioned under the Lean Discover Management System organization to promote lean methodology and coaching across the enterprise- Supported DMS Talent Journey to ensure smooth processing and documentation of team members onboarding/transitioning between implementation waves- Host of Continuous Improvement meetings and Talent Development for the team- Achievement: Re-designed predictive modeling intake and design process to ensure cross-functional alignment for development/deployment (~$3.2MM faster revenue generation); also created Benefit to Cost matrix to determine baseline of modeling costs and compare against projected benefits

    • United States
    • Automation Machinery Manufacturing
    • 200 - 300 Employee
    • Customer Service Planning Manager, Lean Six Sigma Black Belt
      • Aug 2017 - Jun 2018

      - Responsible for Process Improvement for the Customer Service team for US subsidiary- Led cross-functional meetings and process improvements via Kaizen activities and data analysis to address concerns impacting multiple departments- Coordinated with Japan MiSUMi Operating Model team to improve processes within my center and other locations globally- Achievement: Created new Resource Allocation reporting to better align team scheduling and skills to customer demand, increasing productivity by 25%

    • United States
    • Financial Services
    • 700 & Above Employee
    • Sr. Consultant, Second Vice President, Lean Six Sigma Black Belt
      • Feb 2015 - Aug 2017

      - Worked on the Process Optimization team under the Enterprise Enablement business unit to conduct process improvement across the Wealth, Asset and Corporate & Institutional Management business units- Facilitated teams through developing new Organization/Operating Models to drive capacity gains, reduced risk and increased revenue- Led Process Improvement Forums for cross-business education of Lean Six Sigma methodology and hosted Process Optimization Workshops across global Six Sigma locations to share best practices and lessons learned- Achievement: Rolled out new organization design to Income department (~50 reps in US and India) to streamline processes prior to new system integration

    • United States
    • Retail
    • 700 & Above Employee
    • National Sales & Services Manager, Lean Six Sigma Green Belt
      • Oct 2014 - Jan 2015

      - Responsible for growth of B2C Revenue for our International Call Centers - Work with Member Services Organization to improve processes/behaviors as related to increasing paid call revenue (Lean Six Sigma focus)- Create training documentation for influencing behaviors, at the upper management, team coach, and front-line advisor levels- Work closely with MSO managers to drive systemic, process and personnel improvements- Complete Value-Stream Mapping events (domestic/international)

    • Lean Consultant, Lean Six Sigma Green Belt
      • Oct 2013 - Oct 2014

      - Received Lean Six Sigma Green Belt Certification- Facilitated Lean Six Sigma events (HLVS, Kaizen, Work Sessions, etc) to promote Continuous Process Improvement and Strategic Initiatives. - Worked with Executive Sponsors to develop pipeline of process improvement opportunities. - Developed HLVS and Kaizen events. Events include: Supply Chain Error Elimination, Call Center Communication with Customers, and 7000 Technician Time Study DMAIC. Gathered data and completed deep-dive analysis of issues (Minitab). Collected VOC/VOE feedback to group with analysis. Identified team members needed to complete event. Created agenda to foster improved process ideas. Worked hands-on with front line associates to learn current process and facilitated process improvement and pilot ideas- Completed cost analytic projects to determine ways to save money

    • Consumer Services
    • 700 & Above Employee
    • Territory Capacity Manager
      • Apr 2013 - Oct 2013

      - Completed Horizon Planning sessions for Demand/Supply alignment with In-Home technicians. Facilitated meetings to develop strategy for the next 3-13 months- Managed two front-line managers, who supervised up to 15 front-line associates each, in a call center environment. Responsible for three districts in NJ/NY/PA with upwards of 600 technicians- Financial focus on Technician Cost Per Call and any P&L lines associated with rolling a technician truck- Main focus on training advisors, managers and field teams on new processes to improve- Achievement: Improved Cost Per Call (CPC) by $3/call during busy

    • District Capacity Manager
      • Oct 2009 - Apr 2013

      - Managed three In-Home districts to ensure that the technicians had the most cost-effective and efficient routes as possible. - Facilitated meetings to ensure that the day-to-day operations hit daily goals to ensure month-end success. - Facilitated new hire technician training to introduce routing organization (4-hour training, 2-days per week)- Managed up to 45 front-line associates, including 5 team leads, in a call center environment.- Achievement: Reduced Reschedules in Puerto Rico by 20% from 2011-2012

    • United States
    • Defense and Space Manufacturing
    • 700 & Above Employee
    • Systems Controller
      • Jul 2004 - Jul 2010

      - Staff Sergeant in charge of creating training guides for incoming airmen- Trained new airmen using these guides to ensure communications security compliance

Education

  • Keller Graduate School of Management of DeVry University
    Masters of Project Management, Project Management
    2011 - 2013
  • Ohio University
    Bachelor of Arts (B.A.), English Literature
    2005 - 2008

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