Roy Wheeler

PROFESSIONAL SUMMARY: Proven business and technology leader with solid strategy, process management and program/project management experience. Able to rapidly assimilate, comprehend and recognize informational context and patterns. Industry knowledge includes financial services, technology and healthcare. Demonstrated record of success in: • Strategic Analysis & Planning • Lean Six Sigma Deployment & Execution • Program and Project Management • Management Consulting • Technology Management • Business Startup and Operations CAREER HISTORY: KAISER PERMANENTE HEALTH PLAN, Corona, CA 2006 – Present Lean Six Sigma Deployment Program Manager Contact Centers Deployed and executed business performance improvement practice and strategies. • Currently managing a $15M portfolio of improvement programs and projects • Led, managed, analyzed, deployed and saved $1.1M on a Call Reduction program with a 6 month payback • Led Medicare line of business team to develop long term and short term operational improvement strategies • Developed and deployed a Lean Six Sigma program across a 700+ agent Contact Center • Integrated Lean Six Sigma practice with a Program Management Office (PMO) • Core Member of the Contact Center Portfolio Management leadership team • Led and mentored Black Belts and Green Belts on strategic cross functional process improvement projects • Designed and improved upon a division-wide a Voice of the Customer (VOC) Experience program • Introduced TRIZ innovation methods and tools • Introduced advanced analytical tools and techniques to improve leadership decision making • Envisioned and led in requirements gathering for the adoption of an analytics and reporting solution • Developed and deployed Lean Six Sigma educational curriculum, training and tools SALLIEMAE, Panama City, FL 2005 - 2006 Six Sigma Deployment Director Customer Service Contact Centers Deployed and executed business performance improvement practice and strategies. • Managed $5M portfolio of improvement programs and projects • Established linkages and partnerships across company Six Sigma practitioners and resources • Led, managed, analyzed and deployed a $325K Return Mail savings project with a 12 month payback • Led in the decision to cancel of an IVR re-engineering project resulting in saving $450K • Led and mentored Black Belts and Green Belts on strategic cross functional process improvement projects • Integrated reporting team with the Six Sigma team to improve decision making and increase skill sets DIAMOND CLUSTER CONSULTING (in partnership with The Wheeler Group), Phoenix, AZ 2004 - 2005 Senior Consultant Assisted clients in developing new business concepts and managing corporate initiatives. • Participated in a sales process redesign for a leading US multi channel home equity lending institution • Established a metrics program for a leading US multi channel home equity lending institution INTUIT, San Diego, CA 2001 - 2004 Six Sigma Program Manager Deployed and executed technology performance improvement strategies with one other Black Belt. • Managed $3M portfolio of improvement programs and projects • Integrated Six Sigma practice with a Program Management Office (PMO) • Led execution of a DFSS project which reduced suppliers by 31% and technology components under management and inventory by 15% and served as a Harvard Business School case study. • Introduced balanced scorecard in the IT organization • Led the execution of an international secure access project to enable Contact Center outsourcing solution leading to a 49% reduction in per contact expense • Increased order processing throughput resulting in a 5% increase in orders processed per day • Lead a reporting team of 6 software engineers to improve web traffic analysis and reporting THE WHEELER GROUP, Phoenix, AZ 1995 - 2001 Partner and Founder Founded a consulting firm and assisted clients in developing new business concepts and managing corporate initiatives. • Created The Wheeler Group’s business plan and financial models • Managed the overall strategy and direction of the company • Established consistent revenue growth resulting in the company’s profitability in the first year • Lead an internationalization (i18n) systems analysis project for a leading international credit card company • Lead the requirements engineering effort for an online banking solution for a leading international credit card company • Lead the execution of a credit card authorization downtime project resulting in a first year savings of $2M for a leading international credit card company • Created a growth strategy and implementation plan for an Internet practice for a leading international credit card company resulting in a $1B customer acquisition channel in a mere seven years from conception • Created a growth strategy and implementation plan for a startup Hispanic cosmetics company AMERICAN EXPRESS TRAS, Phoenix, AZ 1985 - 1995 Advanced Technology Leader Responsible for leading and managing a portfolio of strategic technology initiatives. • Identified and analyzed potential technology companies for acquisition and strategic integration • Identified, developed and deployed advanced technology production solutions and proof of concepts • Lead 23 software engineers as part of a team on a $100M business process reengineering project • Created budgets, obtained $3.5 million in funding and acquired resources to support project • Administered performance reviews. Interviewed and hired personnel • Managed development of new software and business process changes. • Created and implemented a customer support plan with a process for measuring results • Maintained and extended the functionality of numerous credit card processing systems as part of a multi billion credit card receivables portfolio EDUCATION: UNIVERSITY OF VIRGINA, DARDEN SCHOOL OF BUSINESS, Reston, VA 2006 Advanced Leadership Program - Strategic Management and Leadership • Nominated to attend this prestigious leadership program to develop the growth and operational strategies for a nationwide Contact Center. Interviewed senior executives, financial officers and operations leaders to address competition, competencies and growth strategies. SALLIEMAE, Panama City, CA 2006 Certified Project Management Professional (PMI PMP) #319502 • Certified PMI PMP. SALLIEMAE, Panama City, CA 2005 Certified Six Sigma Master Black Belt • Certified Six Sigma Master Black Belt by peers and Senior Vice President of Contact Centers. Responsible for deploying a Six Sigma program to a 900+ agent Contact Center. INTUIT, San Diego, CA 2001 Six Sigma Black Belt and ITIL Foundation Certification • Six Sigma Black Belt responsible for leading technology process improvement and design initiatives leveraging multiple methodologies. Design project resulted in a documented case study by Harvard Business School. OTHER:  Project Management Institute (www.pmi.org) PMI Member #692750 • Work with industry peers to advance and share Program/Project Management knowledge  Fluent in Spanish CLIENT TESTIMONIALS:  "Simply an outstanding professional. Roy is my trusted advisor." – Director. Kaiser Permanente  "A rare combination of business and technical acumen. Roy can distill complex subject matters into easy to understand and actionable tasks." – Director. SallieMae  “I've know Roy for over 10 years and consider him the best of the best, successful, knowledgeable, hard driving, high energy, excellent communicator, professional, well respected, works to the best interest of all, and will do his utmost to add value to any organization. His character and integrity are uncompromising. I can endorse Roy unequivocally.” SVP Technologies, MBNA  "Roy Wheeler made technology understandable to the lay person. This enabled us to make well-informed decisions. He is very thorough and is able to place technologies in context." - Director, Tax Call Centers Intuit Inc.  "Roy's ability to lead both business and technology personnel is amazing. The best project manager I have had the opportunity to work with." - Program Manager, Intuit Inc.  "Stellar performance." -SVP Internet Marketing, MBNA America  “Roy's ability to clearly communicate complex topics that were easily understood by our business units saved us time and money." – Director, Direct Marketing MBNA America  "Roy successfully managed (as a consultant) a large group (35+) of individuals from multiple departments at MBNA during various stages of our Online Banking project. He elegantly handled the project from conception to the design stage before handing the project off to our IT staff." – Lead Infrastructure Architect, MBNA America  “Outstanding leadership, analytical, organizational and people skills Roy was a cornerstone of our leadership team.” – American Express, VP Customer Services Systems