SUMMARY:

I am an optimistic, encouraging leader who values people and the unique experiences they contribute to the growth and success of a company. My “servant” leadership style and “coaching” demeanor, makes me an ideal candidate for a “collaborative” leadership role in change management and organizational effectiveness.

PROFESSIONAL EXPERIENCE:

Confidential

Change Management Consultant

Responsibilities:

• I contribute to the success of companies by providing human resource, organization development, organizational effectiveness and organizational change management (HR/OD/OE/OCM) consulting services, to make people more effective and organizations more efficient.
• Change specialization areas include Human Resources and Information Technology.
• Served as a strategic thought leader to help the company gain a deeper knowledge and respect for organizational change management (OCM).
• Engaged to partner with the change leader to discuss the visionary implementation of OCM.
• Assessed multiple OCM work activities and contributed recommendations for their success.
• Provided strategic feedback on an IT umbrella program to institute multiple IT projects.
• Recommended OCM critical success factors for a program known as the “Digital Worker”.
• Built an OCM project plan using the APPEL methodology for IT to use in implementing the “Digital Worker” initiative.
• Engaged as an organizational change management (OCM) consultant to help the client understand the change workload and assist in the implementation of a new enterprise order management (EOM) system. (Lands’ End through Oxford Global Resources)
• Provided OCM guidance to the executive sponsors on the implementation of an IBM Sterling platform for selling products, business transactions and order fulfillment.
• Interviewed multiple key stakeholders to complete the evaluation of the assessment phase.
• Identified several OCM work buckets (Change, Governance, Communication, Training and Methodology) needed to implement the change project successfully.
• Delivered OCM education and coaching to the PMO and multiple business partners.
• Summarized the data and information gathered through the interview process to make challenging recommendations to the transformation sponsor and business owners.
• Evaluated the strategic OCM plan for strengths and areas for improvement.
• Interviewed sponsors and stakeholders to assess current and future OCM needs.
• Recommended additional OCM activities to ensure the successful implementation of the initiative.
• Designed job aids for the business to utilize in working with the new third party, Open Systems International IT platform.
• Created change initiative communications to inform, interpret, influence and involve stakeholders.
• Utilized multiple communication vehicles including corporate newsletters, IT communications, business updates and company monitor display boards to inform others on program progress.
• Worked with the business to develop a people and organizational risk and mitigation plan.
• Developed training plans for the IT Support and the Operational Control Center teams.
• Educated sponsors and leaders on methods and techniques to communicate change.
• Coached company leaders on the values and discipline of OCM.
• Provided a comprehensive OCM assessment and recommendations on the scope, tasks, deliverables and resources needed to successfully deliver the change initiative.
• Identified program benefits, high level role impacts and risks associated with the change initiative.
• Discussed the sales growth goals with the senior executives and other leaders while aligning on their roles as sponsors, champions and change agents for the program.
• Interviewed multiple global stakeholders to understand their business investment in the change.
• Completed a high level stakeholder assessment to determine their change readiness.
• Developed the elevator speech to drive consistency and accountability for the overall program.
• Partnered with the training strategic lead to ensure all learning and development recommendations delivered a comprehensive global training solution for operations, sales and company partners.
• Educated and coached leadership, the core team and project team on OCM principles for success.

Confidential

Responsibilities:

• Completed an OCM assessment of the current and future state of the change initiative.
• Interviewed key stakeholders to understand the value proposition of the new approval process.
• Created the problem statement and elevator speech for the project sponsors and change team.
• Designed a message map for the communication group and change team to deliver consistent messaging and communiques.
• Instructed the project team on developing a tactical communication plan for the life of the project.
• Built an OCM roadmap for the project team to utilize during the yearlong execution of the plan.
• Coached the company OCM group and project team on best practices, industry trends, the ProSci methodology and the value of a standardized approach to organizational change.

Confidential

Responsibilities:

• Provided strategic direction to help the company understand the value of utilizing organizational change management with their multi - year technology implementation initiative.
• Supported the business and information technology executive sponsors on the OCM work effort.
• Coached the executive sponsors on their roles and the impact organizational change management has on the successful implementation of the initiative.
• Worked with the core change team and the global project and IT teams to understand the OCM support needed to implement and sustain the program.
• Produced multiple OCM deliverables including the change charter, force field analysis, elevator speech, change story and the completion of a summary of sponsorship interviews.
• Crystallized relevant communication messages that held up the company’s cultural value statements in alignment with the change.
• Completed the initial high-level stakeholder change assessment for over forty key stakeholders.
• Assisted in the development of the request for proposal (RFP) to select a third party integrator to work with the company and their selected content management vendor.
• Assessed the OCM global impacts and made recommendations for the system integrators change management accountabilities.
• Helped the client strategize the governance approach for the US operations.
• Offered consultation and education on the organizational transformation and people transitions associated with the content management initiative.
• Assisted the IT Vice President in creating a vision to move the traditional IT group into a Business-Led IT (BLIT) function.
• Worked with the program leader to create OCM plans to change the culture of the IT group.
• Guided the core team in all OCM activities and tools to transition the people and transform the organization to the new environment.
• Analyzed data and information from previous IT assessments to determine the strengths and areas for improvement for team associates while making recommendations for their continued growth.
• Created both strategic and tactical communication plans to deliver multiple executive and core team communiqués.
• Developed a divisional elevator speech, frequently asked questions documents and a message map to drive key communication themes into the organization.
• Wrote communications to embed the BLIT program into the IT organization.
• Identified IT and HR risks and issues while assisting them in developing mitigation plans to implement the BLIT initiative.
• Constructed a detailed impact analysis to evaluate the organizational structure, business relationships, processes, systems/tools, knowledge, skills and abilities and behavioral changes.
• Devised a business partner stakeholder communication strategy to identify commitment levels, ensure consistent messaging, and onboard business partners with the Business-Led IT initiative.
• Designed a computer based training program, screen concepts and wrote all text including the voice-over script to communicate the BLIT message as well as to also be used for future new hires.
• Proposed multiple ideas and solutions to IT and HR to assist them with the organizational transformation and people transitions.
• Trained and engaged a worldwide Change Agent network to gain a global understanding of support and engagement needed for the program.
• Partnered with the PMO to implement a new Agile project management approach to work in conjunction with their traditional Waterfall methodology.
• Provided OCM support to the PMO on how drive Agile project management and Lean processes into the IT organization.
• Introduced OCM into IT and HR while coaching leaders on how to utilize the tools for faster and more long lasting adoption of initiatives and projects.
• Worked with the Organizational Development group to implement the ProSci approach into the organization.

Process Consultant

Confidential

Responsibilities:

• Reviewed and evaluated current change management, communication and training plans.
• Prepared a detailed analysis of strengths and weaknesses of their existing OCM efforts.
• Provided coaching to the OCM Lead on process improvements for the change initiative.
• Prepared a blueprint of future work efforts to ensure successful implementation of the change.

Change Management Lead

Confidential

Responsibilities:

• Provided counsel to Executive Sponsors, Key Stakeholders and Process Owners on their investment and contribution for the transformation of the IT group.
• Worked with the Executive CIO to design a business partner satisfaction survey and analyze the information to understand the relationships between IT and the business.
• Developed and implemented Organizational Change, Training and Communication plans.
• Designed, analyzed, and interpreted results for an all employee survey to gain a pulse on the IT Organization prior to the completion of the change.
• Facilitated monthly Executive CIO/employee communication meetings to capture team members concerns and build ongoing positive relations in the IT division.
• Aligned with the Communication group to identify and deliver consistent messages and communiqués throughout the transformation including writing text for multiple IT websites.
• Coached leaders and managers on organizational change management practices and impacts.
• Built presentations and delivered seminars to support Organizational Change Management.
• Taught a team of IT Change Ambassadors the skills to lead and support organizational change.
• Recommended multiple actions and solutions to help team members through their personal transition and to permanently embed transformational changes.
• Acted as the Communication Lead on an enterprise time tracking project to identify key messages, build communication plans, and write and edit corporate communiqués, technical documents and training material for the Process and Productivity team while supporting the IT PMO office.
• Partnered with leadership to deliver messages on Sarbanes Oxley conformance, HIPPA reviews, Atlassian tool suite upgrades and change control policies within IT.
• Provided OCM and communication support for the implementation of an IT demand management initiative.
• Worked with key process owners in the IT Global Sourcing Office (ITGSO) to build relationships and measure effectiveness of the outsourced staff augmentation service providers’ performance.
• Created multiple offshore vendor surveys and analyzed the data to ensure IT customer satisfaction, contract compliance, and service level agreements were fulfilled.
• Assisted the ITGSO in building action plans with outsource and offshore partners to improve their performance.
• Functioned as the Project Manager working between IT, Talent Development, Training, and Human Resources for the creation of an IT talent management initiative.
• Led a project team to develop career guides, training courses, educational events, lunch and learns, IT employee orientation and a website to support IT job families and roles.
• Assisted in driving up engagement scores through IT talent development platforms and workshops.
• Established key performance indicators and identified cost savings to support IT training programs.
• Acted as the project manager for a vendor IT training conference known as Geek Fest, to provide team members with new technologies and leadership skills to enhance working relationships.
• Conducted multiple interviews, focus groups and surveys to collect, analyze and evaluate data and information while proposing solutions to OCM challenges.
• Mentored graduate students on the skills required for implementing successful change efforts.

Confidential

Responsibilities:

• Coached on all change management processes for the consolidation and integration of six IT Help Desks and IT Field Support groups as part of a company acquisition.
• Conducted a qualitative analysis of the current state of the Help Desk and Field Support groups.
• Plotted current Help Desk and Field Support coverage by state, identified gaps, and recommended changes for a future organizational support group.
• Wrote and edited corporate communiqués regarding the consolidation of Tier I and Tier II support.
• Managed all internal communications and coordinated training for a corporate wide Hyperion Financial Management solution.
• Engaged on other projects to facilitate meetings, run brainstorming sessions, construct elevator speeches, document workflows, conduct gap analyses, build message maps, write communication and training plans, and assemble project key learning’s for the PMO.

Confidential

Responsibilities:

• Conducted stakeholder analysis, surveyed end users, analyzed data, monitored costs, and developed key performance indicators, reports and a project dashboard to monitor the success of the project.
• Oversaw the organizational changes and the operational implementation of a 2 million dollar company-wide office supplies vendor change.
• Designed a company-wide communication plan and wrote all communiqués for a new internal corporate credit card purchasing program.
• Developed training metrics and evaluated and monitored all trainers’ performance for the delivery of the credit card initiative.
• Participated on a team of independent organizational effectiveness consultants to build a strategy, develop tactical plans and create tools for implementing organizational change to corporate initiatives and program management office projects.
• Appraised online training classes for instructional value.
• Ensured instructional objectives supported training material.
• Reviewed content for both audio and visual accuracy.
• Made recommendations for improved computer based training quality.
• Documented As-Is and To-Be workflows, analyzed the data and information learned, and created solutions to increase the efficiency of the exit interview process.
• Developed an annual employee survey and worked with the Human Resources team and other volunteers to create processes to improve the work environment.

Confidential

Information Technology (IT) Process Leader

Responsibilities:

• Acted as a Change Agent to understand IT lines of business, break down silos, challenge the status quo and influence the organization to build high performance, trustworthy teams.
• Led the implementation of an IT software time tracking project to help move the IT organization from a cost center to a profit center thereby billing the business back for IT work.
• Performed as a Six Sigma Project Leader and led a team of Green Belts to improve the software procurement cycle time, resulting in a total savings of over 500K, a reduction in total cycle time from 114 hours to 56 hours, and the development of an internal online software catalog.
• Interviewed IT Owners and documented their Process Domains (L1), Process Clusters (L2) and Work Processes (L3) to assist them in delivering solutions and services to the business.
• Coached and developed Six Sigma Green Belts, IT leaders and employees, on the methodology.

Confidential

IT Human Resources Relationship Director

Responsibilities:

• Evaluated the annual associate satisfaction survey and provided leadership development and coaching for managers to resolve employee concerns and improve their personal performance.
• Trained Managers on developing behavioral goals, understanding 360 feedback, writing performance appraisals and delivering results for improved employee performance.
• Maximized organizational capabilities in the areas of employee counseling, mentoring, internal mobility, succession planning, and performance management.
• Interviewed new hire candidates and performed exit interviews for the IT retail organization.
• Communicated to Associates changes in the IT division, salary banding, career progression and other corporate human resource transformations through formal and informal presentations.
• Assessed compensation of Associates across five bands to ensure consistent and equitable distribution of titling, salary and recognition within the IT organization.
• Worked with Associates to identify their career paths and build individual development plans to grow their knowledge, skills and abilities for vertical promotion and horizontal movement.

Confidential

Credit Group Business Process Design Manager

Responsibilities:

• Performed as a Project Lead for a cross-functional team to deliver newly designed workflows.
• Flowcharted As-Is and To-Be business processes to increase the efficiency of call center agents.
• Designed original graphical user interface screen concepts and workflows.
• Reduced training times and costs, and improved agent key metrics for the call center organization.
• Implemented a Sales Lead program for the credit business to sell additional services and products to customers based on 21 million annual inbound credit card customer calls.

Confidential

Marketing and Management Communications Consultant

Responsibilities:

• Assisted client companies in the design of marketing and management strategies for the diagnostic and microbiological fields.
• Facilitated workshops and focus groups for our clients that allowed us to develop branding strategies, while building internal cultures that were consistent with their positioning messages.
• Other functions included recruiting and interviewing participants for client studies, collecting data and information from research participants, and conducting qualitative research and analysis.

Confidential

Quality and Regulatory Services Manager

Responsibilities:

• Responsibilities included management training in process improvement, Total Quality Management orientation for new hire employees and the development of problem solving teams to address key performance indicators.
• Developed protocols for testing new processes. Wrote and revised standard operating procedures for efficient process control and patient quality assurance, for a multi-shift mail order pharmacy.
• Investigated patient complaints and reviewed employee errors in the call center, order entry department, doctor calls area, managed plan group, shipping department and the pharmacy.
• Monitored employee effectiveness, helped write action plans to sustain employee improvement, and coached leaders on administering a consistent performance management program.
• Championed inter-pharmacy competitions and rewarded employees for achieving organizational and operational goals for outstanding pharmacy performance.

Confidential

District Quality Administrator

Responsibilities:

• Coached problem solving process teams on TQM methodologies, data gathering, and establishing key performance indicators.
• Intervened to pull projects back in alignment with the problem solving approach. Additional functions involved strategic planning and the development of processes approach.
• Public speaking, training, problem solving, group facilitation, coaching management in process improvement, and building action plans were the major roles.