Customer Service Management

DIANNE F. BROOKS

***** ********* ***** ***** ****

Business: 360-***-****

Eatonville, WA 98328

E-mail: ablzkl@r.postjobfree.com

Educator/Senior Organizational Effectiveness & Leadership Development

Consultant

. Ability to design and deliver education and learning events to adult

learners that impacts positive change.

. Able to evaluate complex situations, develop options and facilitate

action planning to drive ownership for results.

. Ability to motivate all levels of leaders and teams to inherently and

personally get "on board" with organization direction and to take

accountability to craft a successful path forward.

. Able to work collaboratively and manage the boundaries across and between

organizations to achieve results.

. Strong leadership, consulting, facilitation, process management and

organizational/planning skills

. Interpersonal and influencing skills, highly motivated.

SUMMARY OF EXPERIENCE

UNIVERSITY OF WASHINGTON

Instructor, Project Management Certificate Program

Delivered education modules for each leadership and team communication

skill topic in the certificate program: Understanding People,

Communications, Feedback, Facilitating Effective Meetings, Presentation

Skills, Conflict Management, Managing Difficult People, Problem Solving,

Decision Making, Negotiations, Time Management, Leadership Styles, Team

Development, Written Communication Skills and Change Management.

Results: Students worked in teams to develop real life solutions using

project management best practices.

WEYERHAEUSER COMPANY 1979 - 2008

Director, Weyerhaeuser Support Services (WSS)

Provided strategic direction and daily operational leadership to twelve

internal support services: Records, Archives, Forms Management, Printing

Services, Desktop Publishing, Library, Copy Services, Directory Services,

Photography, Promotions, Mail and Distribution, Assembly and Distribution.

Results: For four consecutive

years exceeded or met every WSS Goals and Target in each Scorecard

Category: Safety, Competitive Cost Position; Value Delivery/Service

Delivery and People Development.

Director, Education/Organizational Development/Strategic Direction

Education

Educational focal point in three businesses to develop and deploy an

education framework to drive business performance through people

performance. Customize and deliver people skills education modules.

Results: Education framework supported by business leaders as demonstrated

by allocation of $650,000 dollars to cover tuition costs for learning

modules in the areas of leadership, interpersonal skills, diversity and

sales. Delivered over 50 education modules to all levels of employees.

Organizational Development

Project leader for the redesign of Recycling's supply, sales and brokerage

organizations.

Results: Eleven Customer Service offices consolidated into two;

management and organization structure streamlined; Customer Service

Foundation (Vision, Mission and Strategies) created and deployed.

Strategic Direction

Designed and implemented annual business management system renewal process

to align the business Vision, Mission and Strategies and core work to the

Roadmap, track and measure results.

Results: Elimination of overlapping focus, clear direction and

accountability of core work.

Designed and deployed an on-boarding process during a major business

acquisition to introduce and welcome 9,500 employees to Weyerhaeuser and to

assist them in their transition through the first 100 days.

Results: Consistent welcoming activities held at all locations during a

four-day period with overwhelming positive post-event feedback on impact

and feelings.

Quality Director

Provided education and integrated Total Quality principles, concepts and

processes in three major businesses.

Results: Alignment of quality improvement goals and processes.

Provided leadership in the creation, implementation and education of over

600 employees to launch the Recycling's business Strategic Cornerstone:

Values, Principles, Mission, Vision and Strategies.

Results: Team and individual goals alignment throughout the business

leading to improved RONA.

Devised a process to resolve major quality issues with Recycling's largest

external supplier. Results:

Reinstatement of over 25 supplier locations.

Provided leadership in aligning Customer-In principles across Manufacturing

and Technology. Results: Documentation and

implementation of core work processes resulting in improvements in

customers' satisfaction and daily work.

Created and deployed an efficient Climate Survey Process impacting over

9,500 employees to measure employee satisfaction with Weyerhaeuser.

Results: Documented unit-specific improvement plans to increase employee

satisfaction.

Planned and facilitated two Strategic Process Teams (Safety and Process

Reliability) in team formation and development of long-term plans to

achieve "Less Than One, Greater Than 17" across Weyerhaeuser.

Results: Strategies, measures and targets documented and communicated.

Manager, Education and Organization Development

Developed and delivered over thirty week-long education sessions impacting

employee skills development in interpersonal skills, participative

management, group problem solving, performance evaluation, leadership, team

building and career development.

Results: Common set of people skills tools creating a base for improved

employee productivity.

Designed and delivered customized education modules while facilitating team

sessions for nearly every department in Technology. Topics included problem

solving, change management, communication skills, team building,

performance management/goal setting, resolving conflicts and strategic

direction setting.

Results: Productivity of teams with team issues resolved.

Co-lead in the design and deployment of an organization redesign for Pulp,

Paper, and Packaging R&D.

Results: Employee ownership of results in a team-based organization as

measured by climate survey score improvements.

Designed and facilitated Project Team Kick-Off Workshops for over eight

major capital projects.

Results: Projects teams formed, project goals communicated, accountability

of results understood.

Created the first Mill Safety Education Process in Research & Development.

Results: R&D linked to mill safety processes and expectations.

Research Technician - Fiber Sciences

Conducted state-of-the-art research on the wet-end chemistry in paper

manufacturing.

Results: Manufacturing process improvements and published article in

"TAPPI," January, 1985. Partnership established with mill personnel that

led to collaborative laboratory research; Summer interns trained in

laboratory procedures and project tasks.

EDUCATION

. Bachelor of Arts: Mathematics, Speech Minor, California State University

at Long Beach.

. Post Graduate Studies: Secondary Education, California State University

at Long Beach.

. Certifications: Myers Briggs, Development Dimensions International,

Situational Leadership (Hershey/Blanchard), Managing Personal Growth

(Blessing/White), Tools For Working Together (Novations), Quality

Improvement Story (QIS), ISO 9000 Auditor.

. Graduate: Leadership Institute, Weyerhaeuser Forest Products.

. Advisory Committee: Green River Community College, Business

Education/Accounting.

. Internal Consulting Workshop: Effectiveness Resource Group, Inc.

. Seattle Institute for Management Studies: High Performance Teams:

Maximizing Group Dynamics, FISH! A Remarkable Way to Boost Morale and

Improve Results; Relax, It's Only Uncertainty: The Changing Nature of

Leadership.

. Business Management System: Baldridge Assessment Training.

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