Frank Cruz has worked in Six Sigma and Process Improvement activities for nearly 15 years, moving across various industries. He has worked in aerospace, financial services, hospitality, telecommunications and retailing. He received his Six Sigma training at GE Capital, where he became a certified Master Black Belt. From there he moved to Walt Disney World in Florida, where he served as manager of Performance Measurements, working with the Resorts division to improve service levels in Disney Hotels. Next he joined Rhythms NetConnections, a start-up telecommunications company in Denver Colorado, where he served as the Director of Six Sigma Quality for business processes. In 2001, he joined Federated Department Stores as Vice President of Six Sigma. In 2006, he moved to TIAA-CREF, a leading provider of retirement and pension funds for higher education institutions, where he was Vice President of Process Excellence. Most recently, Frank led the Lean Six Sigma deployment at the Financial Shared Services Center of JC Penney. Frank holds a bachelor’s degree from the University of Texas at Austin and an MBA from Columbia University in New York.