Xavier University

University of Tennessee, Knoxville

Business Transformation Leader  -  Big 4 Consulting Expertise  -  #ONO Open to New Opportunities  -  #OpenToWork

Atlanta Metropolitan Area

Pinnacle Solutions Group provides Business Transformation Strategy, Program Management, Change Management, and Recruiting consulting services to Healthcare, Health IT, Financial Services, and Insurance companies.

Consulting engagement at Advisor Group (Reverence Capital Partners, majority owner)
-  Led process improvement initiatives related to integration activities of Ladenburg Thalmann into Advisor Group across the firm, and in conjunction with support teams, delivered efficiencies and benefits to internal and external customers.
-  Supported the business transformation strategy and execution plan in relation to the Ladenburg Thalmann portfolio.
-  Documented and monitored business processes, rules, requirements, metrics, and standard operating procedures as a result of transformation initiatives.
-  Facilitated and provided improvement recommendations to business units via targeted workshops to identify and drive resolution of specific issues that critically impacted business outcomes and required urgent resolution.

Consulting engagement at Citigroup (Citibank)
- Coached the Retail Services Re-engineering and Business Optimization Group in the rollout of the Desktop Transformation Initiative which transformed the experience for the call center agents and customers by redesigning contact center processes that feed a suite of streamlined technology applications.
- Led an Agile development team that provided credit card services agents with a full 360-degree view of all channels and functions for the customer, along with next best action for consistent customer treatment.
- Worked with the testing team to develop robust UAT test scripts, resulting in a 90% reduction in defects.

Areas of expertise:
- Mergers and Acquisitions (M&A)
- Enterprise Resource Planning (ERP) Implementations
- Scaled Agile Framework (SAFe)
- Program/Project Management
- Supply Chain Optimization
- Robotic Process Automation (RPA)
- Quality Improvement
- Lean
- Six Sigma
- CMMI

Pinnacle Solutions Group, Inc.

Senior Business Transformation Consultant

- Served as Process Lead for a global implementation of SAP within EY, which replaced approximately 1400 applications. Utilized ARIS for SAP, as well as UiPath Robotic Process Automation (RPA).
- Accelerated the process driven migration to SAP S/4 HANA by leveraging ARIS Process Mining, ARIS Architect/Designer, ARIS Process Governance, ARIS Test Designer, and ARIS Connect.
- Improved business processes based on requirements, user feedback, and real-time PPIs and KPIs.
- Identified process gaps, then formulated and prioritized recommendations for process improvements (created improvement road maps).
- Facilitated the creation of the Mergers & Acquisitions Framework, including:  Corporate Strategy Update, Preliminary Due Diligence, Target Identification & Screening, Letter of Intent, Deal Point Evaluation, Due Diligence, Purchasing Agreement, Closing, Full Integration & Post-Close Audits. This framework is now used to evaluate and then fully integrate a Target.

EY (Ernst & Young, LLP)

Business Improvement / Quality Leader

Pinnacle Solutions Group provides Business Process Improvement (BPI), Project Management, and Change Management consulting services to Healthcare, Health IT, and Financial Services companies.

Consulting engagement at MDdatacor (MDdatacor was purchased by Symphony Performance Health, an independent portfolio company under Symphony Technology Group)
- SPH is a Healthcare IT company that assists payers and providers in assembling and presenting medical data from disparate sources. These sources include EMR, claims, and other applications. SPH then delivers to front line caregivers and supporting organizations the information needed to manage ACO (Accountable Care Organization) and PCMH (Patient Centered Medical Home) programs.
- Partnered with the leadership team to prioritize business process improvement opportunities.  Led and mentored teams in the planning and execution of large scale improvement initiatives involving Business Development, Inside Sales, IT, and Data Operations teams.
- Trained teams in data quality assurance, configuration management, Lean, and Agile best practices.
- Worked with the leadership team to improve cross-functional communication, and to leverage change management best practices.

Senior Business Strategy Consultant

- Worked across call center sites with leaders and key business partners to identify, plan, and execute an improvement strategy consisting of critical improvement projects.  The 2012 results included $10+ million savings from process improvement and standardization.
- Trained and mentored Lean Six Sigma Green Belt and Black Belt teams, enhancing the organization’s ability to effectively mitigate risk, reduce expenses, build portfolio value, and protect client property.
- Led teams in the creation of internal dashboards (to improve efficiency and effectiveness metrics that were critical to internal stakeholders), and external dashboards (to demonstrate our progress in satisfying the needs of our customers and clients).
- Provided thought leadership that focused on maximizing process improvement ROI through the harmonization of multiple improvement models that included CMMI, Lean, and Six Sigma.

Assurant

Director - Operational Excellence, Performance Management & Improvement

- Executed business process improvement (BPI) initiatives to increase profitability and to improve customer satisfaction.
- Communicated the progress of BPI initiatives to senior management and key government and commercial customers.
- As the site ISO9000 Management Representative, I provided feedback to top management on the effectiveness of the quality management system.  Findings from internal audits and supplier audits presented further opportunities for improvement.
- Accelerated adoption of best practices from Capability Maturity Model Integration (CMMI) resulting in CMMI Level 3 capabilities.
- Led a project team consisting of consultants and employees in the implementation of JD Edwards at the Duluth site.

General Dynamics C4 Systems

Senior Manager - Quality Assurance & Continuous Improvement

- Provided performance and reliability management services for the development, delivery, and post-delivery of terrestrial and satellite telecommunication terminals.  Systems included mobile satellite terminals (flyaway, trailer-based, and truck-based), gateway earth stations, domestic networks, and video broadcast and rebroadcast stations.
- Monitored and reported system reliability and availability parameters (including MTTR, MTBF, RMA turnaround times) and overall program metrics.
- Managed various supply chain improvement initiatives to ensure a reliable product was delivered to the end customer.  These activities included supplier audits, internal audits, corrective and preventative action (using the 8D problem solving process), and the implementation of a balanced scorecard to track key metrics.
- Obtained a Department of Defense (DOD) Secret Security Clearance and Common Access Card (CAC).

Performance & Reliability Manager

- Monitored the validation and verification of systems for Department of Defense customers (Army and Marine Corps).
- Led product improvement teams to enhance the reliability of systems based on feedback from customers and Contractor Field Service Representatives (CFSRs).
- Established a performance and reliability tracking system for the WIN-T and SWAN programs and communicated the information to the customers and internal stakeholders.
- Worked closely with suppliers to obtain Root Cause Analysis, Corrective Action, and Preventative Action plans to address systemic failures.

Performance & Reliability Improvement Consultant

- Launched a start-up company marketing and selling office supplies, office furniture, and managed IT services.
- Selected and hired motivated sales staff and trained them to be hard-working and customer focused.
- Managed day-to-day operations of a small business (bricks and clicks business model) including sales and marketing, customer service, purchasing, accounting, human resources, and information technology.

American Office Company

Director of Operations

- Reported directly to the VP of Sales.  Enabled 150+ member sales team with the needed processes, tools, and resources to increase productivity.  Focused on sales excellence initiatives, competitive win/loss tracking & reporting, and product training.
- Business Analyst for Siebel Sales Force Automation (SFA) implementation.  Acted as primary liaison between the Sales Directors and the IT Development Team in customizing SFA (and the Analytics module) to the desired state.  Completed under budget.
- Successfully incorporated SFA as an integral part of the sales process.  Communicated the benefits and efficiencies that SFA brings to the sales process.  Encouraged SFA adoption by individual representatives, especially those initially resistant to the change.
- Championed the budgeting process for the organization by researching the needs of the growing organization, drafting a proposal, and presenting the proposal to Management.  Assisted in presenting this budget to the Finance Executives and obtaining approvals.

AT&T

Business Operations Manager

- Published accurate and timely sales forecasts for all Consumer sales channels to our Sales, Marketing, and Finance teams.
- Worked with the Executive Team to determine key metrics for the division, and created the Executive Dashboard.
- Monitored sales trends, customer retention, and competitive activity.  Executed deep dive analysis to uncover reasons for variation.
- Managed the sales objective setting process, including analysis, negotiation, and communication.  Recorded assumptions and methodologies in change control documents.  Made changes to reflect new product offerings, and reallocation of advertising budget.
- Created business cases and scenario analyses for cross-functional teams.  Performed critical ad-hoc reporting and analysis.

Manager - Sales Operations

- Managed a newly-created team of 20 direct reports on the Customer Retention Team (CRT) that focused on improving the order to activation processes for Consumer and Business Internet Services customers.  Activities included process mapping, database design, training and coaching, and the analysis and communication of results to the executive team.
- Encouraged professional development of direct reports, including performance reviews, training, and career path discussions.
- Acted as the focal point for collection and prioritization of technical requirements from the Process Improvement Team.  Authored, justified, and managed the completion of several system changes that improved service provisioning processes.
- Participated in various special projects as the statistical and Six Sigma subject matter expert (SME).  Identified areas for improvement and assisted with change management.

Manager - Process Improvement and Customer Retention

- Targeted key prospects and delivered creative solutions to provide capital for commercial equipment needs.
- Built strong customer relationships using Socratic (consultative) selling methods.
- Exceeded sales quotas by systematically using web-based tools to target sweet spot customers (optimal industry and size).

GE Capital

Sales Representative – Mid-market Financing

- Identified methods to improve supply chain processes by synchronizing multiple business processes and standardizing processes.
- Partnered with airline customers to identify non-value added processes which often resulted in additional business opportunities.
- Promoted engine teardown and spare parts services, as well as cross-selling services offered by other GE businesses.

GE Aviation

Sales Associate – Strategic Supply Chain Solutions

Operations Management Leadership Program (OMLP) – GE’s top-notch manager development program that offers accelerated professional development through formal mentoring, challenging rotational assignments, and world-class training.  The Program consists of three diverse assignments and formal courses at GE Crotonville.  Coursework includes Project Management, Facilitation Skills, Negotiation Skills, Effective Presentation Skills, Finance Essentials, Environmental Health and Safety, Supply Chain Management, and Manufacturing Operations.  Members are also certified in Six Sigma before graduating from the Program.

Assignment 3 – Sales Analyst (Aircraft Engine Component Repair Sales)
- Gathered repair cost data from GE depots worldwide to create a repair pricing catalog for all repairable jet engine components for three engines models.  Created financial models for sales forecasting and transaction evaluation.
Assignment 2 – International Supply Chain Manager (Central/Eastern Europe)
- Contributed to the international sourcing team’s effort to reduce material costs by screening and approving new suppliers, while monitoring the performance of existing suppliers via supplier scorecards.
- Coordinated with global suppliers to ensure on-time delivery to minimize impacts to engine production schedule.
Assignment 1 – Jet Engine Assembly Quality Improvement Leader
- Led project teams to increase productivity and quality using Lean manufacturing and Six Sigma tools, resulting in a 10% reduction in assembly time.

Brad C. West

Brad C. West