Julia Grimm

Experience

1. Business Process Improvement Manager

   Cox Communications

   Mar 2020 — Present · Atlanta, GA, US

   Leads cross-functional teams through End-to-End process mapping efforts to identify gaps in existing or future operations. Focus on customer needs and optimizing residential and business customer experience through quality improvements by employing six sigma principles and data analysis. • Partnered with Product SME’s to complete End-to-End mapping of Bring Your Own Device Self-Install residential customer processes, identifying 12 crucial gaps for remediation. Resulted in 10% reduction of 7 Day Call in Rate • Rework of sales and engineering processes to decrease cycle times and standardize across all markets in SIP Trunking group of Cox Business • Data analysis of trailing 6 month current Enterprise Ticketing practices to detect process bottlenecks and pain points, benchmark service levels, and establish SLAs • Gap analysis for Cox Business subsidiary completed across complete portfolio of contracts; 259 gaps identified and assessed for risk and priority by accountable business unit for remediation

Education

• Holy Innocents'

  High school diploma

  2004 — 2008

• Clemson University

  Bachelor of Science (BS), Industrial Engineering

  2008 — 2012

• Georgia Institute of Technology

  Master of Business Administration (M.B.A.)

  2014 — 2017