Work Preference
Overview
Work History
Timeline
Generic

Kim Currie

Waterloo,Ontario

Work Preference

Desired Job Title

Senior Service Optimization ConsultantSr. Process Manager, BPM & Change DeliveryProgram Manager Customer Experience StrategyProcess SpecialistProject Lead

Work Type

Full TimePart TimeContract WorkGig WorkConsultingVolunteerSeasonal Work

Location Preference

RemoteHybrid
Location: Waterloo, OntarioToronto, ON
Open to relocation: Yes

Salary Range

60000/yr - 200000/yr

Important To Me

Work from home optionCareer advancement

Overview

30
30
years of professional experience

Work History

Senior Service Optimization Consultant

Sun Life Financial
Waterloo, Ontario
07.2013 - Current
  • Lead on several Canadian Operations improvement initiatives across all Business Product Areas delivering significant value and client impact.
  • Coach and Mentor to several Consultants and Enterprise Services team members at obtaining their Green Belt Certification.
  • Developed a Global Sun Life in house Green Belt Training and Certification Program and as Lead Facilitator delivered program to over 36 participants in 2016.
  • Chair to the Global Lean Six Sigma Community of Practice – 2014 to 2016.

Sr. Process Manager, BPM & Change Delivery

Aviva Canada
Toronto, Ontario
03.2012 - 05.2013
  • Recruit, develop and lead a team of Lean Six Sigma Process Engineers engaged in key strategic Initiatives.
  • Redesigned & implemented > 100 Commercial core business processes for an Operational transformation.
  • As lead facilitator developed and delivered a 2-day National AVP / VP Key Stakeholder Operational Change Workshop.

Program Manager Customer Experience Strategy

Rogers Communications
Toronto, Ontario
05.2011 - 03.2012
  • Customer Experience team member that advocates in strategic business Innovation projects with the accountability for implementing measurable impacts.
  • Developed and implemented a Customer Experience project methodology and training plan to the extended Customer Experience strategic team.

Process Specialist

MTS Allstream
Toronto, Ontario
07.2007 - 05.2011
  • Lead Lean Six Sigma Process Consultant for several New Product / Service Introductions with the accountability for the end-to-end process development/reengineering and implementation.

Project Lead

Rogers Communications
Toronto, Ontario
08.2006 - 07.2007
  • Lead multi slot grammar Interactive Voice Recognition System process redesign initiative with design for six sigma solutions to improve the overall end to end customer experience impacting over 48 million customer interactions annually.
  • Voice coach for the recording of 3000 + existing and redesigned prompts; ensuring brand consistency in scripting and the persona reflects the new business one brand strategy.

Quality Director - Corporate Services

Sun Life Financial
Toronto, Ontario
07.2004 - 08.2006
  • Developed and introduced Six Sigma and Lean Initiatives throughout Corporate Services to support global customer demands.
  • Trained and certified 10 quality resources with projects delivering a combined reduction of defects by 30%, rework by 45% and quantified $2.5 Million in expected cost benefit savings.

Customer Process Master Black Belt

GE Mortgage Insurance Canada
Mississauga, Ontario
11.2001 - 07.2004
  • Delivered over 30 Six Sigma customer process improvement projects with key strategic customers such as Royal Bank, Bank of Nova Scotia, TD Canada Trust, Bank of Montreal, and CIBC.
  • Program obtained very high score 94% customer satisfaction rating on project results.

National Director Quality

GE Capital IT Solutions
Mississauga, Ontario
09.1999 - 11.2001
  • Directed, developed and managed a Six Sigma Quality Department to deliver on commitments in support of business strategies and goals for all Core Business Processes (Sales & Marketing, Order Fulfillment, Technical Service Delivery, Professional Service Delivery, Billing) and all supporting processes (Finance, IT, HR, Vendor Management).
  • Managed a team of 25 Six Sigma quality resources to exceed goals with a significant contribution of the completion of ninety projects with a combined cost benefit of $23 Million.

Master Black Belt

GE Capital IT Solutions
Mississauga, Ontario
01.1997 - 09.1999
  • Coached and mentored over 20 Six Sigma projects with strong financial benefits of $10 Million and customer satisfaction metric improvements by 58%.

Timeline

Senior Service Optimization Consultant

Sun Life Financial
07.2013 - Current

Sr. Process Manager, BPM & Change Delivery

Aviva Canada
03.2012 - 05.2013

Program Manager Customer Experience Strategy

Rogers Communications
05.2011 - 03.2012

Process Specialist

MTS Allstream
07.2007 - 05.2011

Project Lead

Rogers Communications
08.2006 - 07.2007

Quality Director - Corporate Services

Sun Life Financial
07.2004 - 08.2006

Customer Process Master Black Belt

GE Mortgage Insurance Canada
11.2001 - 07.2004

National Director Quality

GE Capital IT Solutions
09.1999 - 11.2001

Master Black Belt

GE Capital IT Solutions
01.1997 - 09.1999

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Kim Currie