Mercedes Maguire
Pittsburgh
Summary
Innovative and results-driven Industrial Engineer with a proven track record in driving process improvement, designing efficient systems, and leading high-impact Lean Six Sigma projects. A Lean Six Sigma Master Black Belt with extensive experience in process optimization, project management, cost analysis, and statistical analysis. Adept at leveraging analytical tools and advanced engineering methodologies to optimize processes and drive operational excellence.
Overview
11
11
years of professional experience
Work History
Manager, Operational Excellence
Blink Health
08.2024 - Current
- Designed and implemented all Amazon Connect flows and queues for the pharmacy call center, improving agent efficiency and customer experience.
- Identified all reference materials used by agents (PA, call center, claims, etc.) outside of the product and collaborated with product and engineering teams to integrate these materials into the product, streamlining workflows and reducing errors.
- Conducted a comprehensive audit of all pricing business rules across pharmaceutical programs and medications, identifying pricing errors, and worked with product and growth teams to correct business rule discrepancies and optimize rule structures.
- Identified opportunities for improvement through observations and data analysis at the dispensing pharmacy in St. Louis, leading the redesign of pharmacy layout and workflows. This improved cycle time per role (from 175 seconds to 60 seconds for packing) and increased overall throughput by more than 15%.
Sr. Manager, Process Engineering
CVS Health
04.2021 - 08.2024
- Facilitated Lean Six Sigma training for business and operations teams, enhancing process improvement capabilities and fostering a culture of continuous improvement.
- Led the execution of process improvement initiatives and design projects, driving operational efficiency and effectiveness across various functions.
- Directed projects using the DMAIC methodology, focusing on cost reduction, enhancement of patient experience (NPS), and improvements to colleague engagement and experience.
- Conducted a comprehensive process assessment and re-engineered the specialty pharmacy return space layout, optimizing workflow and reducing return processing time by 24%, yielding a $1M cost savings.
- Spearheaded a process redesign project, delivering over $10M in savings in financial adjustments for CVS Specialty Pharmacy, demonstrating exceptional financial impact, operational excellence, and enhanced patient experience.
- Managed a team of five Green, Black, and Master Black Belts, driving complex cross-functional improvements, project management, and process maturity initiatives.
Process Improvement Engineer
Omnicell
04.2019 - 04.2021
- Developed and implemented a project and change management structure for the Technical Services Organization, including project intake, prioritization, methodology implementation, and ROI quantification.
- Automated ticket assignment in CRM, reducing resolution time by 5.23 days, boosting CSAT scores by 0.11, and reallocating two FTEs to a mentoring program for new hires.
- Created an automated customer issue resolution confirmation process, increasing CSAT scores by 0.12.
- Led a cross-functional team to develop a closed-loop process for knowledge retention between the Technical Assistance Center and Engineering, cutting resolution time by 3.4 days and enabling the reallocation of two engineers.
- Designed a workforce capacity model, optimizing staffing levels and realizing over $500,000 in savings through reduced overtime.
Business Process Engineer
HM Health Solutions
10.2018 - 04.2019
- Developed and maintained comprehensive business process flows for both current and prospective clients utilizing the company's technology platform.
- Leveraged Lean Six Sigma tools and methodologies to lead and support process improvement projects across departments, contributing to organizational efficiency and excellence.
Process Improvement Engineer
Memorial Sloan Kettering Cancer Center
12.2015 - 10.2018
- Led a cross-functional team to enhance the efficiency of the patient transport department, establishing KPIs, performing process observations, mapping processes, and implementing RFID technology, resulting in a 40% reduction in transport time and $3M+ in savings.
- Redesigned the PET scan process, decreasing wait times by 13%, improving patient outcomes, and eliminating safety or quality incidents.
- Conducted multiple root cause analyses and applied process mapping, value stream mapping, spaghetti diagrams, and cause-and-effect diagrams to identify and resolve inefficiencies.
- Delivered Lean Six Sigma workshops and training to various clinical departments, fostering a culture of process improvement.
- Contributed to the review and scoring of over 50 patient-centered care initiative grant proposals.
Industrial Engineer
Hormel Foods
06.2014 - 12.2015
- Served as Industrial Engineer for the Grocery Products division, overseeing 105 production employees across 15 production lines.
- Developed 40+ labor work standards for production and sanitation processes, driving efficiency improvements across operations.
- Implemented a real-time data collection system on the production floor, improving data accuracy and enhancing labor efficiency through Kaizen events and DMAIC strategies.
- Led cost-saving initiatives by optimizing material and supply usage, resulting in annual savings of over $100,000 through the introduction of new equipment and practices.
- Contributed to ergonomic improvements, including modifying equipment handles, wheels, controls, stands, and lifts to enhance worker safety and comfort.
- Created AutoCAD designs for new equipment installations and modifications, supporting production efficiency and safety.
Education
Master of Science - Civil Engineering
University of Pittsburgh
Pittsburgh, PA12-2024
Bachelor of Science - Industrial Engineering
University of Pittsburgh
Pittsburgh, PA12-2014
Skills
- Project management
- Process optimization
- Data analysis
- Lean Six Sigma
- Process mapping
- Root cause analysis
- Verbal and written communication
- Documentation and reporting
Timeline
Manager, Operational Excellence
Blink Health
08.2024 - Current
Sr. Manager, Process Engineering
CVS Health
04.2021 - 08.2024
Process Improvement Engineer
Omnicell
04.2019 - 04.2021
Business Process Engineer
HM Health Solutions
10.2018 - 04.2019
Process Improvement Engineer
Memorial Sloan Kettering Cancer Center
12.2015 - 10.2018
Industrial Engineer
Hormel Foods
06.2014 - 12.2015
Master of Science - Civil Engineering
University of Pittsburgh
Bachelor of Science - Industrial Engineering
University of Pittsburgh
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