VP, Leadership & Organizational Effectiveness

• Oct 2017 - Present

Design, implement and manage organizational development programs and projects for external customers in Manufacturing, Customer Contact Centers, Higher Education, Healthcare, Kirtland Airforce Base, Insurance and Government sectors. OD initiatives executed: Leadership Development, Building High Performance Teams, Inter-Group Problem Solving, Process Consultation, Change Leadership, Talent Management, Leadership Coaching, Succession and Strategic Planning. *Provide expertise in developing client's learning strategy and leadership university. Create and execute a strategic talent development framework to deliver best-in-class leadership training, continuous performance development and talent identification programs. *Design competency-based curricula for leadership development, group leader training, team member effectiveness, employee engagement and on-boarding programs. Conduct leadership assessments; facilitate competency development, lead feedback work streams, conduct leadership coaching sessions and recommend development strategies at both an individual and group level. *Provide consultation on designing and developing standardized work procedures and execute a one-voice, one-team strategic initiative with the end goal of improving team member performance and decreasing quality defects. *Facilitate instructor-led and blended learning leadership development courses. Courses facilitated: Leading from the Middle, Tools for Team Excellence, Principles and Practices of Supervision, Team Leader Excellence, Leading in a Crisis, Managing Employee Burnout, Giving and Receiving Feedback, Coaching Skills for Leaders, Leading & Managing Change, Presentation Skills, and Communicating with Purpose. Show less

Learning and Organizational Development Consultant

• Oct 2013 - Oct 2017

Functioned as an internal consultant providing business expertise in developing the capacity of leaders, individuals and teams. Provided subject matter expertise for organizational effectiveness, leadership competency identification and incorporation, leadership coaching, organization design consultation, change leadership and process improvement initiatives. *Designed and implemented strategic organizational development initiatives and led the creation and delivery of enterprise-wide learning and development solutions, aligned with business and talent strategies. OD initiatives executed: Leadership Development, Talent Acquisition, Succession & Career Planning, Team Excellence, Process Retooling & Continuous Improvement, Workforce Planning, InterGroup Problem-Solving, Strategy & Cultural identification and integration. * Consultation on learning and development best practices analysis and trends, including engagement strategy and integration. * Conducted organization, team and individual analysis to identify performance needs and skill gaps. Made recommendations concerning appropriate interventions to address gaps, enhance performance, and achieve organizational goals. Provided coaching to senior leaders and work teams on continuous improvement strategies. * Company-wide leadership of talent review and succession planning programs, ensuring strong calibration with talent and competency models. * Created and executed a strategic talent development framework to deliver best-in-class leadership training and continuous performance development and talent identification. * Designed competency-based curricula for leadership development, team member effectiveness, employee engagement and on-boarding programs. Provided coaching to senior leaders and work teams on individual development and continuous improvement strategies. Show less

Sr., Training and Development Program Administrator

• Oct 2010 - Oct 2013

Led customized professional development training projects for external clients from initiation, planning, execution, control to close-out of training programs. Analyzed, designed, developed training materials including instructor-led and eLearning content. * Managed key business relationships; partnered with business leaders and functional teams to ensure business requirements are clearly understood. * Provided program management and/or project support for HR initiatives in the areas of employee engagement, team building, new leader assimilation, employee on-boarding, diversity and inclusion, and talent pipeline programs. * Conducted training needs assessments for custom course development which resulted in over 40 programs producing $326,000 in revenue and exceeding goals by nearly 9%. * Developed and implemented customized professional development training programs utilizing Instructional Design and Adult Learning Principles. Some courses developed: Coaching for Leaders, Communicating Effectively, Problem Solving & Decision-Making, Tools for Team Excellence, New Supervisor Training and Mutual Gains Problem Solving. * Evaluated course and program effectiveness using both implementation and summative evaluation approaches. Reviewed instructor performance and made recommendations and modifications to program objectives, content and presentation methods. Resulting in 6 of 10 clients becoming repeat customers in first year. Show less

• Feb 2000 - Jan 2009

Led the design and implementation of professional development sales training programs. Acted as liaison between Regions, Field Operations, Controller and Group Vice President’s office to ensure compliance to company guidelines, quality standards and drive effective sales training program solutions. * Designed, implemented and managed new sales analyst training programs for six regional offices. * Decreased rejection rate of Marketing Incentive Program from 6% to 2% error rate by developing and implementing online training to improve creation and management of marketing incentive programs.* Sarbanes-Oxley Internal Auditor - designed and managed the control documentation process for general and regional sales offices of Ford Customer Service Division.* Designed and implemented a “How To” training program to educate engineers and suppliers on Ford’s Worldwide Engineering Release System (WERS).* Facilitated change management meetings using Lean Six Sigma principles with Vehicle Operations Team comprised of Plant Manager, Program Engineers, and external suppliers. Show less

• Mar 1994 - Feb 2000

Managed the quality assessment of tele-servicing operations for Ford’s Business Assistance Center (BAC); monitored, evaluated and trained analysts on company operating standards for handling customer calls.*Designed, developed and implemented customized training programs for senior staff members to improve customer handling techniques and increase compliance to company quality standards. *Instituted a train-the-trainer program for team leads to assist with the daily training responsibilities for new customer service analysts. *Created and executed an employee recognition program for call center analysts that served to increase call quality scores by 10% in all five call centers.*Launched first-ever centralized Customer Tracking System for five Call Centers that successfully integrated new customer handling practices within contact centers. Show less