Ann Bonesteel

Experience

1. Senior Business Analyst, Operations Process Improvement Home Services

   The Home Depot

   Jul 2019 — Present

   Developed the nation-wide process, finance reserves, and onboarding of a 3rd party administrator to manage warranty services for all roofing, siding, insulation, & gutters (RSIG) installations after their program exited from retail in January 2019; developed training programs and conducted trainings to all intra-company and contractors personnel on proprietary systems, approval/denial process, customer escalation routes and acted as the programs liaison to all Home Depot business & legal teams to confirm actionable resolution paths. Managed all RSIG field support and continued process improvements for corporate partners & hired 3P administrator and lead all change management to a corporate customer-support team in mid-2022 over 300 employees tasked with the finalized day-to-day support of which I developed, tested, and performed for over 3 years and ensured Stakeholder alignment & approvals throughout. Own and lead all SOP & ERP development Epics related to warranty services, reorders, and change orders for all of Home Depot Home Services through a rolling retirement of an Access-based legacy system to Salesforce while maintaining functionality to support $900M+ in revenue per year.

Education

• Kennesaw State University

  Bachelor of Science - BS, Industrial Engineering