Lindy Blythe is a Project Manager with experience in process analysis, design, cost benefit analysis, negotiation, chang...
Lindy Blythe Sun City Center, FL 33573 Phone: 813-323-2461
[email protected] Objective Business Analyst | Project Manager in Charlotte NC Ability Summary Project Manager Negotiation
Process Analysis |Design Change Management
Cost Benefit Analysis Compliance Auditing
Employment History President | Owner 07/2010 - 10/2010
Accessible Home Health Care Company
Brandon, FL
Opened and managed operations of a home health care agency, growing the business 70% and achieving Joint Commission accreditation. Reduced administrative costs for client file maintenance by 75% through process improvement initiatives including the creation of an Access database. Awarded 2011 Caregiver of the Year by the franchise for my exceptional staff of 138 nursing professionals. Created strong market share through business development, marketing, networking and community service.
Process Improvement Quality Assurance Manager 01/2007 - 04/2010
Ford Motor Credit Company
Tampa, FL
Achieved $3 million in cost savings by facilitating process changes ensuring Six Sigma targets were met and savings were sustained. Eliminated $230,000 in annual external auditing costs through development and execution of Control Self-Assessment audits ensuring operations, procedures and policies met state and federal laws. Created a collections "Center of Excellence" for 8 calls centers in the U.S. and Canada, providing organizational structure, key metric reporting, operational processes, compliance auditing, process consistency, best practices and cost savings initiatives. Developed a Quality Assurance Program to ensure collectors explored client issues thoroughly and were able to work with clients to resolve delinquency efficiently while maintaining excellent customer service.
Operations Manager | Collections 01/2006 - 01/2007
Ford Motor Credit Company
Tampa, FL
Managed 75 collectors and 4 team leaders, producing annual results $1.3 million better than $88.9 million budget. Established pay-for-performance metrics, performance tracking reports, and Reward and Recognition program for coaching call center agents and determining performance ratings for reviews. Incorporated IVR, Autodialer, in-house collection system and Work flow metrics. Created and managed portfolio reviews of sales performance across 60 locations to improve sales, credit quality and collection performance. Improved profile performance and set the stage for consolidation of locations into a centralized call center.
Management Analyst 01/2005 - 01/2006
Ford Motor Credit Company
Franklin, FL
Led a Business Analyst team that mapped 220 processes, conducted cost-benefit analyses, and designed over 400 opportunities for process improvements and cost savings. Developed cost benefit analysis, prioritized projects based on return on investment and customer impact, and negotiated with executive management for funding of projects to implement the projects. Achieved $11.5 million in savings over a 4 year period as a result of the re-engineering design of finance contract maintenance processes. Led several Six Sigma projects myself while in subsequent managerial positions.
Manager Process Improvement Change Management 01/2000 - 01/2005
Ford Motor Credit Company
Tampa, FL
Drove organizational change management initiatives for a new call center of 600 employees, managing Workforce design, space planning and migration of work from 13 facilities. Enhanced customer satisfaction results 14% by designing and implementing a Quality Assurance Call Evaluation system used for coaching 1400 customer service employees in the U.S. and Canada.
Call Center Project Manager 08/1999 - 01/2000
Ford Motor Credit Company
Dearborn, FL
Designed an IVR, Autodialer and PC hardware platform for a European Call Center servicing customers speaking multiple languages. Managed the team that developed the Request for Proposal, analyzed proposals and selected the Implementation Consulting firm. Negotiated with Implementation Consulting forms to achieve the most cost-effective contract meeting the implementation deadline.
VP Project Management 04/1996 - 08/1999
BB&T
Wilson, FL
Managed numerous projects that brought new credit card products to the marketplace, reduced costs, improved efficiencies and enhanced customer satisfaction. Reduced credit card data entry staff 10%, data entry errors 35% and product delivery time 50% by reengineering the credit card application process. Enhanced customer satisfaction and reduced credit card processing costs 20% by replacing the credit card processing system and vendor. As Project Manager, ensured 5 computer systems were integrated flawlessly and the project was delivered on time and within budget.
Education and Training Hood College Frederick, MD
Bachelor's Degree
Occupational Licenses & Certificates Six Sigma Greenbelt Ford Motor Credit Company
05/2005
Honors & Activities Joint Commission Accreditation for Quality operations 2010 Caregiver of the Year for staff quality 2011 Team Leader for Alzheimer's Walk for a Cure 2010, 2011 Ambassador of the Sun City Center Chamber, 2011 Executive Sponsor for charity fundraising, 2000 - 2010 Susan G. Komen Race for a Cure (60 mile walk) 2009
Computer Science
