PERFORMANCE IMPROVEMENT & WORKPLACE EDUCATION PROFESSIONAL A Turnaround Specialist; effecting workplace performance transformation through highly targeted

educational programs, intervention strategy, and coaching *drivi ng improved bottom-line, brand enhancement, and customer service delivery. Highly accomplished results-driven workforce development professional with solid track record in consistently turning around challenged workplace environments; providing highly effective educational and training programs for dramatic impro vement in performance, productivity, service delivery, and overall bottom-line a ttainment. Strategic business partner providing razor-sharp assessment, soluti on development and delivery to organizational breakdowns, demonstrated ability t o quickly grasp and understand varying industries. *Consistently exceed expectations providing impactful, transformational results ...offering extensive expertise in Research Methodology, Needs Assessment & Anal ysis, Intervention Strategy, and Instructional Design and Delivery. *Recognized for effective training style and delivery, promoted quickly to incre asing levels of responsibility and challenge ...receiving three promotions withi n technical training division within a 5-year period. *Demonstrated leadership in taking on new challenges and driving various busines s objectives ... demonstrating ability to quickly grasp and understand differing industry complexities, cultures, and operational nuances; delivering highly cus tomized programs and strategy according to each organization's unique needs and challenges. CORE COMPETENCIES * Instructional Design Background * Needs Assessment /Analysis * Research Methodology & Protocol * Educational Programming/Curriculum * Performance Improvement * Systems Design & Evaluation * Team, Individual, and Leadership Training * Succession Planning ` * Compensation & Incentive Strategy * Blended Learning Program Team Leader (Classroom, Case Study Simulation, e-Lear ning) * High Performance Integrated Systems (e.g. *Performance Review and System, 360 * Feedback, Training, Development) * Executive Coaching CAREER CHRONOLOGY Performance Partnership, Wake Forest, NC 1996 - Present PRINCIPAL * ORGANIZATION DEVELOPMENT / WORKFORCE EDUCATION CONSULTANT Provide expertise in Research, Assessment, Program Development, and Delivery to a wide range of industry clientele including technology, academic, transportatio n, insurance, finance and restaurant/hospitality sectors *with special focus on emerging technologies. Sample Successes/ Highlights: *Overhauled Customer Service Delivery & Internal Operations with Targeted Interv ention Strategies *Emerging Technology Provider * Challenge: Client facing rising customer service complaints, a highly technica l workforce attempting to engage with a less technical customer base, and unclea r employee/supervisor protocol for responding to and following up on customer re quests. * Solution: Identified root culprits of protocol issues and disengagement; devel

oping/delivering intervention strategy and classroom/simulation training program for 30+ customer service associates and management to quickly address core issu es. Clearly defined job roles, expectations, rules of engagement, and protocol, and introduced communications tools to streamline operations. * Results: Delivered transformational results by creating a unified, consistent, fully-engaged approach to handling service requirements. *Increased Employee & Customer Service Engagement Levels with Heightened Industr y/Product Knowledge and Application *Leading Transportation IT System Provider * Challenge: Client struggling with growing customer service delivery issues and lack of training to support rapid enterprise change and evolvement into providi ng mission-critical IT scheduling and monitoring services throughout North Ameri ca, Mexico, and Canada. * Solution: Identified gaps; recommending learning component to dramatically imp rove service delivery. Leveraged instructional design background to develop curr iculum, lead a team in developing e-learning and classroom blended instruction, and implement certification program; delivering training and intervention progra m to approximately 200 employees and new hires. * Results: Received glowing testimonials from leadership and management teams fo r services provided. *Additional Consulting Solutions * Provided comprehensive training program research, evaluation, and analysis for nationwide certification program (Restaurant Industry Association); developing comprehensive research methodology and interview protocol to drive consistency i n surveying, making recommendations for curriculum and program improvements. * Conducted online university instruction to adult learners who are pursuing a g raduate degree in Training and Performance Improvement. Hardee's Food Systems, Rocky Mount, NC 1994 - 1996 DIRECTOR OF ORGANIZATION DEVELOPMENT Enhanced development strategy and training programs for 4,000+ employees encompa ssing all areas of management development, performance management systems, succe ssion planning processes, selection systems, continuous improvement efforts, nee ds assessments, and team building. *Faced numerous organizational challenges including 80-90% field attrition rate, increasing customer dissatisfaction/complaints, poor store performance at sever al locations, and lack of employee engagement across all levels. *Immediately immersed self into the field to conduct hands-on research and asses sment of core issues and breakdowns; performing various job roles including driv e-through, cook, cashier, and supervisor to fully understand the issues. *Overhauled existing management training and coaching program; conceiving progra m to develop crucial leadership skills in areas of talent supervision, employee relations, and operational knowledge to streamline processes and improve profit margins. *Led the design and implementation of new performance appraisal process for stor e managers, succession planning strategy, and a career development process for t he organization. Finance and Insurance Institutions, based out of Farmington, CT 1987 - 199 4 ORGANIZATION & EDUCATIONAL CONSULTANT Developed educational strategy and training programs for finance and insurance c lients including Aetna Life & Casualty, Hartford Insurance, Travelers' Insurance , and others. Led client teams in the development and implementation of trainin g programs for 600-800 employees; developing curriculum to accelerate varying bu siness objectives including underwriting, sales, customer service, and product k nowledge.

AETNA LIFE & CASUALTY, Hartford, CT 1981-1987 HEAD OF TECHNICAL TRAINING STAFF,* TECHNICAL TRAINING CONSULTANT Charged with overhauling national training and development technical program ove rseeing training staff of twelve including 1 supervisor, 7 technical writers, an d 4 materials production specialists; promoted quickly from within to increasing levels of responsibility and challenge receiving three promotions within a 5-ye ar period. Also received recognition for hiring star performers, providing ongo ing development to staff and for resourcing staff in highly effective ways. ACADEMIC CREDENTIALS Doctorate in Education, Harvard University Master of Arts in Curriculum and Instruction, University of Connecticut Bachelor of Arts in English and Spanish Education, University of Connecticut Cum Laude Graduate * State of Connecticut Scholar CONTINUING EDUCATION & CERTIFICATIONS Myers-Briggs Certification * Insight Profile 360* Feedback Certification Leader in You, Dale Carnegie Leadership Program The Leadership Challenge, International Leadership Program Developing Effective Succession Planning Program, NC State University Reengineering/Re-humanizing the Organization, American Management Association (A MA) Training for Impact Evaluation, Dana Gaines Robinson Program Accomplishment-Based Curriculum Development, Harless Training Program Project Management, Situational Leadership, Effective Management Programs LANGUAGES English & Spanish PROFESSIONAL AFFILIATIONS American Society for Training and Development * Organization Development Network Editorial Board of the Training and Development Journal, 1998