Cristina Rodgers

Continuous Improvement Analyst Customer Service @Mactac North America

Stow, OH, US

Lead development of the operational excellence plan in support of Customer Service’s vital initiatives.o Drives and manages Policy Deployment (PD) and Strategy Deployment (SDP), through the development and review of key performance indicators (KPI)o Organizes a master Kaizen Strategy (Rapid Events, Policy, Training, Six Sigma, Organizational changes, sub-projects, Expense/CAPEX) for each core initiativeo Drives a robust process and mindset around root cause and countermeasure problem solving, with data & facts to support hypotheses and improvements• Develops and executes detailed program / project improvement plans for Customer Serviceo Comprehensive Gantt Charts with Work Breakdown Structures (WBS)o Action item registers (AIR), that identify actions, owner(s), date assigned, date due and methods to track / respond to abnormalities (late, coming due, etc.)o Extensive program/project Communication strategy and execution plano Detailed Change Management strategy and tactics, tied specifically to the core program/project, integrated into WBS, AIR and/or Communication Plans• Supports in-the-business, real-time and on-going needs for Customer Serviceo Primary agent for training standards, curriculums and teaching, for breakthrough initiatives, like Acquisitions, ERP integrations, Innovative technologies or process, etc. o Work with the Director of Customer Service, to build a high-performing team, and create strategic development plans for technical depth and succession planning o May temporarily fill position vacancies to sustain service levels – and also, maintain high levels of proficiency, knowledge of current practices and validating new procedures. o Continue to extend and grow your own capabilities, as a business leader executing the company’s CI Framework

The University of Toledo

Business Administration and Public Relations

Rocky River High School

College Prep