Regie S. Esteban
Operational Excellence And Process Improvement | IASSC Lean Six Sigma Black Belt (ICBB)
Ottawa
Summary
Certified Lean Six Sigma Blackbelt (IASSC) professional specializing in streamlining processes and boosting efficiency. Known for pinpointing improvement opportunities and successfully implementing solutions. Highly respected for collaborative skills, adaptability, and consistent track record of delivering results. Proficient in process analysis, project management, and change management with a reputation for reliability and proactive problem-solving in fast-paced settings.
Overview
12
12
years of professional experience
8
8
Certificates
Work History
Process Excellence and Operations Consultant
IOCALLAB
Wesley Chapel, FL
08.2022 - Current
- Company Overview: supporting ANX Health, California
- Led operations management and continuous improvement efforts for ANX Health, a home health services provider, through IOCALLAB consulting support
- Spearheaded Weekly and Monthly Business Reviews (WBRs and MBRs), aligning operational performance with client expectations
- Streamlined critical back-office workflows and documentation follow-ups from clinicians, helping reduce insurance claim write-offs
- Developed SOPs, training resources, and dashboards that made key KPIs visible to business owners, enabling more effective decision-making
- Improved documentation turnaround times by identifying delays in clinician submissions and instituting accountability mechanisms
- Supporting ANX Health, California
Lead, Operational Excellence and Continuous Improvement, Research and Methodology Team
Morningstar Sustainalytics
Toronto, Ontario
01.2021 - 06.2025
- Support various Level 1 and Level 2 Business Transformation Projects of the Company to ensure the projects objectives are measurable and impactful; and that all process risks are identified, and action plans are put in place prior to implementation
- Supports the company-wide regulatory readiness program of the company by mapping out the information flow between different departments and their products (outputs)
- Monitor and analyzes quality dashboards and related processes to determine potential quality improvements projects to reach the overall strategic quality goals of the organization
- Led and supported process improvement and automation projects involving cross-functional teams
- Developed and maintained various product SOP and quality scorecard to measure the products performance against the true Voice of the Customer to help identify trends in the products performance and identify opportunities for improvement
- Led maturity assessments and KPI standardization initiatives for business-critical processes.
Business Process Analyst, Strategies Implementation and Process Improvement
Numeris
North York, ON
04.2019 - 10.2020
- Company Overview: Bureau of Broadcast Measurement Canada
- Primary process lead in the end-to-end transition of the company's paper questionnaire into an automated online questionnaire tool which included mapping of logic rules and communicating it to the DevOps team, writing and conducting UAT, creating end-user work instructions, technical documents, and training materials, and facilitating end-user training
- Collaborated with operations and other cross-functional teams to capture 30 key business process requirements for automation and digital transformation using BPMN in MS Visio
- Worked with Scrum Master, Product Owner, and the rest of DevOps to ensure that each project progresses according to testing and implementation plans using the Agile method
- Facilitated training, support, and guidance as a subject-matter expert to all members across the organization in line with the projects implemented
- Acts as a liaison between operations, IT, and other cross functional teams to communicate and articulate plans and projects with clients and other internal stakeholders
- Bureau of Broadcast Measurement Canada
Manager, Business Process Excellence
TELUS International
Metro Manila, Philippines
06.2016 - 06.2018
- Primary lead for mapping end-to-end processes of one of the company's strategic accounts to identify process improvement opportunities and potential revenue streams for the company
- Led a consulting project to improve the call center processes of a well-known retail store in Singapore-including identifying and computing the correct Key Performance Indicators (KPIs) to measure the true Voice of the Customer (VOC) and reduce non-value-added work for the back-end teams
- Mentored, collaborated, and led process improvement projects involving cross-functional teams using the Lean Six Sigma Methodology
- Oversaw the strategic process improvement projects and digital transformation projects in the company's Philippine site that employs over 13,000 individuals
- Created internal metrics and visual dashboards that aligned with the company's strategic goals which drove the overall performance of the team including improvements in the teams' Employee Engagement scores from 70% to 100%
- Coached cross-functional Yellow Belt candidates on Lean Six Sigma methodology and project execution.
Manager, Metric Improvement
Transcom
Metro Manila, Philippines
04.2015 - 06.2016
- Designed training processes to improve capability and efficiency of the Process Training Department resulting in improved trainer performance, increase in new hire retention and shortening the agent learning curve
- Established internal controls associated with the call recording system as required by PCI DSS
- Designed the processes needed to grow the capability maturity of the Quality Department from Quality Assurance to Business Excellence
- Developed and maintained the KPI database for the Operations department to help identify trends in performance and the effectiveness of action plans
Manager, Process Improvement/Operations
VXI Global
Metro Manila, Philippines
11.2013 - 04.2015
- Top division for 11 straight months and earning 1/3 of the revenue generated by account
- Successfully reduced the repeat calls from 33% down to 28% by sending the customers post call email articles or self-help options for future related concerns
- Reduced the learning curve of newly hired agents in production from 12 weeks down to 6 weeks by using a chat-based escalation system; the system also helped reduce the turn-around time for complex transaction from 2 days to 30 minutes
- Top call transfer destination study led to the development and implementation of a workflow tool that helped address common technical-related concerns of the customers
- Project Champion of agent incentive scheme which helped the regional site get in the top 5 rankings in the client scorecard out of 33 vendors around the world
- Successfully reduced the 7-day repeat rate (first call resolution) of the division by segmenting the repeat calls to days and hours which helped us identify and action on the true root cause for repeat calls
Education
Bachelor of Science - Electrical, Electronics And Communications Engineering
Technological Institute of The Philippines
Philippines 05.2001 -
Skills
Certified Lean Six Sigma practitioner
SOP and KPI creation
Experience in digital transformation initiatives
Design thinking expertise
Operational efficiency management
Agile methodologies and DevOps collaboration
Analytical reporting skills
Certified in change management
User acceptance testing coordination
Analytical skills in business strategy
Experienced in workshop management
Certified ESG investment professional
Certification
APMG Change Management Foundation
Timeline
APMG Change Management Foundation
05-2025
CFA Sustainable Investing
03-2025
IBM Enterprise Design Thinking Practitioner
09-2023
IASSC Certified Lean Six Sigma Black Belt
08-2022
Process Excellence and Operations Consultant
IOCALLAB
08.2022 - Current
Lead, Operational Excellence and Continuous Improvement, Research and Methodology Team
Morningstar Sustainalytics
01.2021 - 06.2025
Python Institute Certified Entry -Level Python Programmer
04-2020
DASA DevOps Fundamentals
01-2020
Business Process Analyst, Strategies Implementation and Process Improvement
Numeris
04.2019 - 10.2020
Lean Six Sigma Green Belt & CEQP
10-2016
Dale Carnegie Leadership Training
08-2016
Manager, Business Process Excellence
TELUS International
06.2016 - 06.2018
Manager, Metric Improvement
Transcom
04.2015 - 06.2016
Manager, Process Improvement/Operations
VXI Global
11.2013 - 04.2015
Bachelor of Science - Electrical, Electronics And Communications Engineering
Technological Institute of The Philippines
05.2001 -
Languages
English
Full Professional
Tagalog
Native or Bilingual
Accomplishments
- Morningstar Sustainalytics
- Led maturity assessments and KPI standardization initiatives for business-critical processes. IOCALLAB / ANX Health
- Improved documentation turnaround times by identifying delays in clinician submissions and instituting accountability mechanisms. TELUS International
- Improved Employee Engagement scores from 70% to 100% through visual dashboards aligned with strategic goals.
- Oversaw process improvement projects at a site with 13,000+ employees, driving strategic initiatives. Transcom
- Improved trainer performance and new hire retention, shortened agent learning curve. (Metric direction is clear but numeric values not specified.)
- Established PCI DSS-compliant internal controls for the call recording system. (Regulatory compliance milestone.) VXI Global
- Division ranked top for 11 straight months, generating ⅓ of total account revenue.
- Reduced repeat calls from 33% to 28% by implementing post-call email/self-help options.
- Cut agent learning curve from 12 weeks to 6 weeks with a chat-based escalation system.
- Reduced turnaround time for complex transactions from 2 days to 30 minutes.
- Improved 7-day repeat rate (first call resolution) by segmenting calls by days/hours and targeting root causes.
- Boosted site to top 5 in global client scorecard rankings through an agent incentive program, competing among 33 vendors worldwide.