A. SUZANN DAY
Location: Phoenix, AZ
Ph: (623) 980-2187
Email: asuzannday@gmail.com
URL: http://www.linkedin.com/in/asuzannday
PROFILE
Lean Six Sigma Green Belt with proven success in process improvement and collaborative management in petroleum,
print advertising, online media, retail, and telecommunications industries. Track record of self directed analytical
reporting; spearheading operational improvements to increase service, drive productivity, reducing costs through
training design and facilitation. Interested in management or director roles that would benefit from direction (daily and
goal), training, evaluation for procedural improvements, documentation and analytical reporting of achievements or
improvement opportunities.
EDUCATION
Arizona State University
2013
Pursuing Educational Technology (MEd), Mary Lou Fulton Teachers College, ASU at Tempe
Tempe, Arizona
Arizona State University
Tempe, Arizona
2013
Bachelor Applied Science – Technical Communication - GPA 3.81
Awards: Dean’s List Recipient 2011,2012, 2013 - Golden Key International Honour Society
Rio Salado Community College
2006
Tempe, Arizona
Associate Applied Science in Quality Customer Service – 3.66 GPA –
Awards: President’s List , Honor Student
Awarded two certifications in Telecommunications Customer Service and Quality Customer Service
SKILLS
Certified Lean Six Sigma Green Belt – Certified by Master Black Belt Dr. Gerald Polesky
Proficient advanced Microsoft Office user MS Excel power user, Adobe Professional & Illustrator, PeopleNet, TMW, A.Maze,
Qualcomm, Cisco Workforce Management, Lucent Centre Vu, PDS , Salesforce.com - AdminLevel, Typing 50 WPM
PROFESSIONAL EXPERIENCE
Course Moderator
Arizona State University
02/13 - Present
Tempe, Arizona
Provide coaching and instruction for students enrolled in online Lean Green Belt courses offered through the Office of
Global Outreach and Extended Education in the Ira A. Fulton Schools of Engineering. Responsible to answer student
questions on course material, assignments and quizzes within 24 hours, which include providing guidance for project
updates and final project submissions. Review final projects and forward to course instructor, keeping support staff
notified on project approval status. Lead course webinars and participate in moderator team meetings.
 Modified webinar presentation to enhance understanding of the DMAIC template procedures and course flow
 Consulted to modify course content for effectiveness.
Writing Fellow – Writer’s Studio
Arizona State University
10/2012 - Present
Tempe, Arizona
Instructional Assistant providing feedback in a collaborative environment, designed to engage first year
composition students writing in an online environment by facilitating small group discussions, reviewing drafts
for rubric compliance and tracking participation.
 Performed formal feedback reviews of project drafts, making recommendations for
improvement.
 Engaged students in the discussions to create a collaborative learning environment
 Created online portfolio documenting process, challenges and successes
 https://sites.google.com/a/asu.edu/ajayday/
A. Suzann Day
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A. SUZANN DAY
Location: Phoenix, AZ
Ph: (623) 980-2187
Email: asuzannday@gmail.com
URL: http://www.linkedin.com/in/asuzannday
Transportation Systems Analyst
Western Refining
05/11 – Present
Tempe, Arizona
Self directed to produce data analysis designed to assist Senior Management with key decision making efforts.
Designed and generate reporting, improve existing reporting techniques along with documentation of procedures
for transitional purposes. Train field personnel on new procedures and methodologies.
 Developed and manage a Key Performance Indicator - Operational Assessment Book, delivering results for the entire fleet
down to sub-fleet and terminal levels, allowing management complete visibility to operational performance on a macro and
micro level.
 Created training and documentation of operating procedures in many operating areas and efficiencies – trained field personnel
on all new changes and updates, including system use.
 Developed a training repository for all methods and procedures which become a central hub of information for cross
departmental communications.
 Implemented tracking system for DEF products which yielded a minimum corporate savings of $35,639 up to $59,398
annually.
Supervisor, Customer Service
Western Refining
(cont’d)
05/08 – 05/11
Tempe, Arizona
Directed cross-functional teams to generate knowledge management, new processes and consolidate
infrastructure. Created paradigm shifts to open effective knowledge sharing through introduction of a knowledge
management culture, processes, and tools. Direct 2 team leaders; oversee team activities of 17 direct and indirect
reports in an order entry focused inbound/outbound customer service call center environment. Report to senior
management logistical call center achievements, while focusing on workforce management including: coaching,
hiring, disciplinary actions and all call center logistics.
environment.
 Increased team’s order entry activity by 40% while maintaining a 99.4% accuracy rate.
 Developed training database, including an online knowledge management system and classroom quiz program; created
processes and policy training documents; 150 in a year and half.
 Established and monitored call center baselines in an effort reduce abandoned call ratios; 1% decrease within two months.
 Designed and implemented a quality assurance monitoring system; improved quality from 88% to 95% over four months.
 Responsible for 1MM budget, under budget by 80K.
Manager, Inside Sales
Move, Inc.
05/04 – 07/08
Scottsdale, Arizona
Directed inside sales efforts for Welcome Wagon in an inbound/outbound call center environment; managed an Inside
Sales team of 13, across appointment-setting, telesales, and data reporting/analysis functions. Responsible for sales
coaching, commission processing, recruiting, hiring, training, and call center logistics. Reported directly to the VP of
sales; provided support via strategic sales initiatives that assisted field agents achieve essential revenue growth.
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Developed and launched entire Inside Sales Training program to onboard new employees.
Launched Welcome Wagon’s first Telesales (Inside Sales) team which contributed $170,942.58 revenue during its 1st year
Increased appointment setter close rate from 18% to 35% through recommended & developed commission structure revision
Led appointment setter team to achieve $6M in revenue for 2007 securing highest revenue grossing month at 900K, a 22%
increase from August ’07
 Developed an online contract eliminating paper contracts, reduced contractual errors by 25%, increased the professional
presentation of our contract, while increasing productivity
Team Development Leader/Trainer/Assistant Store Manager/Account Representative
AT&T - AT&T Wireless Retail
A. Suzann Day
08/93 – 09/03
Mesa, Arizona
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