1. 170 Daggett Avenue,
Pawtucket, RI
401.787.6125
pcobb8@yahoo.com
Paul R. Cobb
Work Experience
August 2014 – Current Blue Cross Blue Shield of Rhode Island
Providence, RI
Medicare Concierge Support
 Deliver superior service to members regarding benefit inquiries, pharmacy orders, and claim information
 Perform research on coding and claims to ensure correct benefits paid to customer
 Write and deliver standard operating procedures for inbound calls
January 2012 – August 2014 RBS Citizens
Cranston, RI
Lean Change Agent / Project Manager
 Delivered a holistic change program using The Five Lenses of Lean: Process Efficiency, Mindsets and Behaviors,
Performance Management, Customer, and Organization & Skills
 Met or exceeded project objectives to include improved customer experiences, increased production/cost savings
by 15% or more, enhanced employee morale, quantified manager skill building and reduced inefficiencies in the
process
 Increased manager and colleague capabilities in the practical application of Lean by coaching, delivering training
modules, leading management team with tactical and strategic Lean activities on a daily basis
March 2010 – January 2012 CVS
Cumberland, RI
Certified Pharmacy Technician
 Obtained CPhT license in 2011 (expired October 2013)
 Provided excellent service to external customers via telephone requests, which included, prescription refills, status
requests, and demographics updates
 Developed training curriculum and administered to customer service representatives in preparation for the PTCB
exam
September 2005 – April 2009 Citizens Bank
Cranston, RI
Advocate / Assistant Manager
 Managed up to 18 full time employees
 Developed and maintained new projects to enhance the branch and call center experience including leading
committees, developing and presenting training materials, and participating in focus groups to generate new
projects
 Coached agents regarding ACW, AUX, productivity, and hold time
October 2000 – September 2005 Citizens Bank
Warwick, RI
Customer Service Representative / Online Banking Tech
 Provided technical support to online banking customers regarding Citizensbank.com website
 Rendered escalated support to agents
 Assisted in new hire training
Work Education / Training
2012 – 2014 McKinsey Lean
Cranston, RI
 Trained and delivered the following Lean skills: Influencing & Role Modeling, Change Story, Learning to See, Lean
Awareness, Waste & Constraints, Value Stream Mapping, Voice of the Customer, Overall Process Efficiency,
Pyramid Story Telling, Model Day, Key Performance Indicator & Performance Hierarchy, Root Cause Problem

2. Solving, Standardized Work, Flexible Man Power Systems, LIFE Skills, Spans of Control, 5S, Coaching & Effective
Feedback, Visual Management, Performance Dialogue, Process Confirmation, Skills Matrix, and Tactical
Implementation Plans
 Participated in the following Lean workshops: Understanding the Business Need, Variability Analysis,
Inflexibility/Demand Analysis, M&B Diagnostic, Future State Value Stream Mapping, Just In Time/ECRSS Analysis,
and KPI Tree & Performance Review Structure
 Additional Trainings and/or Workshops: Green Belt, Language Training, The Writer’s Workshop, and Winning
Over Senior Executives: The McKinsey Approach to Communications
References available upon request