NICOLE K.

NORRIS
5013 Joshua Drive • Flower Mound, TX 75028 •(H) 817-490-7891 • (C) 972- 740-1908
norrisfamily5013@gmail.com

Trainer/Facilitator/Process Improvements

Achievement & Skills: I served as the single point of contact for quality and training. Creative
ability to build, modify and deliver course curriculum. I am skilled with communicating with people,
including training, directing and following up for effectiveness. Conducted mandatory ISO, LEAN, and
5S Training Redesigned the initial company training and orientation classes. Certified to train Ken
Blanchard’s Situational Leadership II. Routinely facilitated Kaizen events and refresher trainer. Achieved
required ISO Certification. Certified Internal ISO Auditor. Completed Six Sigma Green Belt course.

PROFILE
I am an energetic, well-organized individual with a great mix of operations; process improvement and
training. I love seeing a challenge and working to achieve better results. My personality and my ability
to communicate with all levels of an organization would easily allow me to fit into your organization.

WORK EXPERIENCE
CTDI, Flower Mound, Texas October 2008 –Current
CONTINUOUS IMPROVEMENT SPECIALIST
Work cross functionally to improve front-end processes. Implemented lean initiatives that reduced risk,
lowered cost, increased efficiency while improving quality. Enhanced operational effectiveness
through cross-organizational communications. Improved accountability by making
responsibilities evident through process modeling.
• Created processes and compliance metrics for International Department.
• Transitioned customer key operations from Illinois to Texas; without impacting quality or on
time deliver
• Worked with IS to bridge legacy system to SAP
• Decreasing labor by 27% by realign responsibilities from specialist to associates
• In less than 60 days improved efficiencies in 3 areas by a combined 32%
• Identified training needs by establishing and monitoring performance metrics

ATCLE, Fort Worth, Texas April 2005 – May 2008

REVERSE LOGISTICS MANAGER
Manage the in-bound reverse logistics operations for AT&T formerly known as Cingular Wireless (3PL)
Provide leadership and direction to 80 to 100 non-exempt employees and 5 exempt employees.
Process 380K serialized units monthly. Responsibilities include inventory management, P/L’s,
yearly revenue of 12MM, customer service level and quality standards of 99.6. Point of contact for
all escalated issues and concerns.
• Converted 3 legacy processes and systems to Oracle
• Reduced labor cost by 12%
• Forecast Labor/Overtime resulting in a decrease of 13% in 2007
• Increased productivity by 10% through efficiency gains yearly

ATCLE, Fort Worth, Texas April 2003 – March 2005

OPERATIONS SUPERVISOR
Responsibilities for the supervision, training and hiring of employees. Department liaison for customers,
vendors and management staff. Responsibilities include operations research, analysis, problem
solving and inventory management. Responsible for production metrics to include daily
production goals and quality. ISO 9001-2000 element champion for Document and Data Control.
• Maintained 3 % turnover in 2004
• Implemented cost saving process improvements of 45K
• Facilitated Kaizan events utilizing Six Sigma Tools
Nicole K. Norris
Page Two

ATCLE, Fort Worth, Texas April 2000 - April 2003

QUALITY SYSTEMS/TRAINING SUPERVISOR
Responsible for the training and compliance efforts for the company’s Quality System (ISO 9000)
including quality assurance, internal audit process, and documentation. Created quality standards for
benchmarking the effectiveness of our ISO 9002 system. Redesigned the initial training program
(soft and technical) for managers, supervisors, and warehouse employees.
Formalized an internal audit program
Implemented a training database to track internal and external training
Designed many refresher programs based on needs analysis studies
Single point of contact for our On–Site Temporary Personnel Service

PILGRIM CLEANERS, Houston, Texas February 1998 – April 2000

CORPORATE TRAINER
Conducted weekly new hire training for all employees
Created and distributed material to aid in follow up training
Provided ongoing classes on sales and customer service
Conducted monthly audits with a complaint rate of 98%

PARK BANK, Milwaukee, Wisconsin May 1997 - February 1998

PERSONAL BANKER
Responsible for marketing and cross selling bank products and services to new and existing customers.
Increased single account customers by 36%
Possess excellent analytical skills to review financial statements and credit reports for approval process
Responsible for closing both personal and home equity loans.

E.W. BLANCH COMPANY, Minneapolis, Minnesota September 1996 - April 1997

TECHNICAL ACCOUNT REPRESENTATIVE

EDUCATION
Iowa State University, Ames, Iowa 1996
Bachelor of Science
Held various positions/internships while obtaining my degree. These experiences further enhanced my
customer service, communication, presentation, and analytical skills.

HONORS & ORGANIZATIONS

Certificate of Completion of Six Sigma Green Belt Course
Ken Blanchard’s Situational Leadership II Certified Trainer
Numerous Peer Awards
ISO 9000 Internal Auditor
ASQ Member
American Institute of Banking
Iowa State University Business Association
Alpha Kappa Alpha Sorority Inc.
Family Financial Counselor, Iowa State University
Received Norwest Service Excellence Award

SPECIAL SKILLS
Proficient in WMS, SAP, Microsoft Word, Excel, PowerPoint, Visio, Access and Project Management.