Ashlea Rice

Project Manager with 5+ years’ experience leading and managing corporate-wide process and efficiency improvements across multi-faceted, cross-functional teams, employing Lean Six Sigma, Agile, and COPC standards.

Certified

Practitioner with a proven track record, aiming to apply my experience and expertise as a company's newest Project Management and Process Improvement Specialist. Possess a B.S. degree in Business and Marketing with knowledge and proficiency in all required programs necessary in Project Management and Process Improvement Specialist role.

Conduent Sep 2015 – Mar 2025

Provides solutions through expertise and data-based decision making of people, processes, analytics and automation, generating additional value by elevating customer experiences, increasing quality, efficiencies, and reducing costs.

Project Manager, COPC Customer Experience Performance Leader

Nov 2020 – Mar 2025

Led cross-functional teams to implement COPC methodologies and project management strategies for process enhancement and adherence geared to continuous improvement. Negotiated key supplier service agreements and facilitated coordination across departments to ensure successful project implementation.

• Spearheaded initial COPC Certification for Conduent, USA remote business unit (5,000+ employees) including six international BU re-certifications. Achieved successful external audit certification within goal of 12 months, while designing a new communication method to assist in greater awareness of organizational strategies. 
• Re-architected program absenteeism management increasing efficiency and efficacy; absenteeism reduced from 24% down to 13.2% resulted in $24 million in savings. 
• Managed implementation of COPC principles within a specific business unit; altering a 5% Vendor/Client Satisfaction rating to 92% Continuous & Sustained Improvement of 100% over 18-months.
• Through Service Journey expertise, created a tool to analyze process assessment and user experience, producing a visual representation to identify, demonstrate, and address issues for clients (50+ served).
• Was selected based on experience and expertise, to manage international onsite on-site activities: relating to successful completion of external audits from both a management and mentoring perspective.

Customer Care Supervisor, Site Operations Support Team

Jun 2020 – Oct 2020

Led a site-wide Operations Support Team focused on accuracy and efficiencies of workforce management solutions. Training and process improvement reduced absenteeism, increased schedule adherence, and improved overall employee performance on speed to proficiency of new supervisors by 250%.

Senior Technical Support Customer Asst. Operations Manager

Dec 2017 – Jun 2020

Managed and developed a technical support team of senior advisors providing services for a top Fortune 500 telecommunications company with a focus on problem solving for their clients and end users. Responsibilities included staff management, process adherence, and meeting customer KPIs.

• Was recognized as Supervisor of the Month out of 28 peers within 4 months of new position. Attained a company program record 7 consecutive months of meeting or exceeding KPIs; while achieving a number 1 ranking of 15 like organizations on a consistent basis.

Other Conduent Positions

Hiring Manager, New Hire Technical Support Candidates

Sep 2017 – Dec 2017

Technical Support Customer Care Representative/Co-Team Lead

Mar 2017 – Sep 2017

Medical Provider Services Representative

Sep 2015 – Mar 2017

Methodist University (Dual Major)

B.S. Business Administration & Marketing

Wake Technical Community College

Graphic/Web Design Certificates

1. Six Sigma Green Belt up-Skilling in progress
2. Mentor/Coach on Global DMAIC Projects 
3. (25 of 30 Successful)

COPC Inc. Certifications

Customer Experience Performance Leader v. 7.0

Customer Experience Implementation Leader v. 6.2

Skillsoft

Six Sigma Yellow Belt - Black Belt Mentorship

PMP as directed by PMI in progress

• 5 Years in Project Management Role
• 38 Professional Development Units (PDUs)