Chèree Vaughn

About Chèree Vaughn

A senior process improvement leader with 11 years of experience in complex environments. Proactive, high-energy self-starter with demonstrated project management success utilizing various frameworks including Lean Six Sigma, Agile/Scrum, and Waterfall. Business Process Improvement Successfully drives projects and consultative support to strategic customers for efficiency gains, quality improvement and overall customer satisfaction for various client partners in the Life Insurance, Health Claims and Medical Device Order to Cash Domains; driving collaboration between client stakeholders, IT and operations teams to ensure successful project deployment through system enhancements and process changes. CORE COMPETENCIES- Lean/Six Sigma Process Improvement Expertise - Large scale technology project Experience - Project/Program Management Experience - Process Risk Assessments/Kaizen Event Leadership - Strong stakeholder/client relationships building skills - Call Center & Back Office Operations Leadership (5 teams - 100+ Associates)- Develops Training program and materials and facilitation/mentoring - Drives operation\'s escalation and risk management from issue identification to closure ACCOMPLISHMENTS: Call Center Process Improvement Project - Reduced overall AHT by 3 mins by identifying opportunities; creating process improvement plan; leading project implementation; assessing risk; developing training/SOP\'s and monitoring and reporting project deliverables. Resulting in improved SLA\'s by 10%. Product/Platform Launch - Successfully led large scale project for product launch; including deployment of purchase portal, policy admin platform and IVR that enables full service of dental, vision, hearing products utilizing agile framework. Executed Operations Readiness to enable Ops team to service new products by creating SOP’s and training plan, etc. Full integrations with three provider network TPAs resulting in seamless customer experience, met all milestones on time and within budget, resulting in $1.5M in revenue. Mailroom Intake Project - reduced 95% of manual hand offs and AHT reduction of 97%; identified areas of opportunity through data analysis and benchmarking, lead vendor selection process for scanning equipment; created process improvement plan; led project implementation; assessing risk; developing training/SOP\'s and monitoring and reporting project deliverables. Resulting in 88% cycle time reduction. Contact me for any Lean Six Sigma Process Improvement opportunities.

Experience

1. Stategic Initiatives Manager

   DXC Technology

   Nov 2023 — Present · US

Education

• Crown College

  Bachelor of Science (B.S.)

• Minot State University

  General education