Stephanie Wood

**** **** ** ** ~ Washington, D.C. 20012

Mobile: 216-***-**** (Best) ~ Home: 216-***-****

acfv80@r.postjobfree.com

Learning &Development

Bottom-line focused business professional with concrete record of

accomplishment in achieving organizations' strategic vision, goals, and

values through innovative and substantive program development/management,

administration, professional development, and budget management. Strong

interpersonal skills and documented ability to build and sustain long-term

relationships with diverse constituencies. Fluent with MS

Word/Excel/Publishing/PowerPoint, Tandberg Video Conferencing, MindFlash E-

Learning, and PayChex/HRIS.

. Program Management/Professional Development: Extensive program/product

development and project management experience with long-term viability.

Recognized for expert knowledge and application of adult learning theory

in the design, development, and delivery of custom workshops,

educational, and certificate programs.

. Supervision and Teamwork: Effective leader as appraised by multi-

generational staff who recognized consistent acknowledgement of different

learning styles and requisite training for management and staff. Adept

in developing highly effective teams committed to achievement of

organization's goals, values, and ability to navigate change.

. Operations Management: Detailed and thorough in budget

analysis/management, streamlining processes and procedures, implementing

cost control measures, and enhancing operational efficiency. Highly

competent in framing solutions using goal-oriented quantitative and

qualitative data/metrics.

. Marketing/Sales Planning: Strategic planner with progressive experience

in the private, non-profit, and public sectors. Business acumen that

brings innovative programs/services to market expeditiously.

Career Highlights

. Selected by College of Business, Cleveland State University to design

and deliver the "Negotiation" portion of the Cleveland Water Division's

Call Center Payment Plan and Negotiation Training Program. Success of

program (immediate 70% reduction in calls escalated to supervisors)

resulted in Credit & Collections Unit contracting for program customized

for face-to-face CSRs. Gained approval to add module for supervisors

focusing on adult learning principles and metrics based coaching

improving interactions with staff.

. Completed instructional design and launch of the Washington Metropolitan

Area Transit Authority/ WMATA's 2013 Performance Management Leadership

Workshop after prime contractor missed deadline. Created Self-Assessment

Form, Continuous Case Study, and Exercises; edited PowerPoint and

Facilitator's Guide before deadline. WMATA serves and is funded by the

federal government, DC, MD, and VA.

. Re-positioned performance management system of the Cleveland Municipal

Court as a continuous, collaborative process between manager and

employee rather than a one-time annual event. Program continues to

increase employee involvement in goal setting, self-assessment, and

raising transparency through Performance Management Guide identifying

requisite competencies and performance standards.

. Designed, developed, and implemented the Harassment and Diversity

Awareness Curriculum of the Federal Reserve Bank of Cleveland further

advancing the Bank's commitment to diversity and inclusion.

. Planned and directed merger of the Recreation and Community Services

Departments of the City of Shaker Heights, OH into the City's sole

Enterprise Fund. Led and coached staff on the rebranding of key

programs: Sports, Senior/Adult Services, Summer Camp, and Before/After

School. Generated $380,000 in savings and new revenues during Year I.

Redesigned Quarterly, 4-color, 70 page Catalog, increased

marketing/enrollment events. Implemented Customer Service Plan that

received recognition in Sun Press local newspaper.

Summaries of Most Relevant Experience

Independent Contractor Cleveland, OH & Washington, DC 9/2010 - Present

Retained by individuals and organizations to meet immediate needs through

guidance in best practices.

Small Business Planning & Emerging Authors Book Editing & Self Publishing

Small Business Planning

Conduct initial interview with referrals to think through idea of a start-

up business opportunity. Establish Letter of Agreement and develop a

business plan for self-direction, presenting to Angel Investors, and/or

applying to work within a business incubator.

. Gina Gayle Media (12/13 - 6/14):

Created 5-Year Business Plan integrating content marketing with digital

photography.

. The McMillian Group, LLC (10/13 - 11/13): Developed 5-Year Financial Pro-

Forma and Budget Narrative for charter school application.

Book Editing & Self-Publishing

Proofread, edit, develop graphics and aesthetic look of booklets; prepare

manuscripts for printing and self-publishing including securing ISBN/Bar

Code and registration for copyright.

. Delilah Grayer, 9/13 -5/14: Aromatherapist:

Ah! Aromatherapy

. Shirley Thomas, Aziel Studio (10/13 -4/14): Licensed Hair Stylist:

Hair Almanac: Back to Basics

Operations/Organizational Development

Consult with leadership to determine needs and requisite results for

organization. Assess depth of gap, previous expectations, successes, and

present plan to finalize project by deadline. Contract work included:

. Cleveland Water Division/CSU (2/14 - 5/14):

Worked with Training Team, Call Center Manager, and Credit & Collections

Manager to improve collections process. Developed written, comprehensive

assessment of training results for staff and supervisors; debriefed Unit

Managers on steps to sustain learning for both workshops. Received

written feedback of fast turnaround and "bringing critical awareness for

more development opportunities for supervisors" to management.

. WMATA/Mb Staffing (4/13 - 6/13) DC:

Reviewed feedback from focus groups and past years' workshops to develop

leadership training that had been re-scheduled twice. Met deadlines.

Assisted in updating WMATA's custom LMS software; provided logistics

support from copying materials, packet development, and room set-up/take

down. Provided training in four facilities in DC, MD, and VA.

. East of the River Clergy, Police, Community Partnership (3/12 - 7/12) DC:

Collaborated with Program Director to reframe and rewrite Executive

Director's Testimony to Washington, DC City Council to obtain renewal of

$5MM federal grant after denial. Metric-driven Testimony received public

recognition from Chairman, Committee on Human Services. Grant renewed.

. 1st Choice/Staffing Now, Inc. (5/11 - 9/11): DC

Served as PT HR Mgr. for staffing firm with 125 contract employees for

federal contracts. Created SOPs and Matrix to manage forms to recruit,

select, and on-board new hires for contracts; process described as

"seamless" by IRS. Provided coaching and appraisal of team and staff on

use of PayChex/HR Online.

SMART Consulting, Inc., Cleveland, OH 9/2002 - 9/2010

Director of Organizational Development/Owner

Consult with clients to determine if perceived need/problem is

operationally based or a learning gap that can be closed with training.

Focused on "fixing operations first and train second" to solidify efficacy

of process, procedures, and productivity. Clients included:

Cleveland Municipal Court (2007 - 2010)

. Retained by Court Administrator to re-design and implement Performance

Management System.

. Gained 90% approval of Executive Leadership Team on recommended

enhancements. Follow-up documents ongoing commitment of non-management

in meeting their responsibilities of desired improvements.

Cleveland Public Power, City of Cleveland, OH (2007 - 2010)

. Won back-to-back public bids for design, delivery, and implementation

of four-day Train-the-Trainer Seminar for 12 Dept. Heads/SMEs and two-

day Goal Setting Workshop for 77 non-bargaining unit staff.

Federal Reserve Bank of Cleveland, Cleveland, OH (2002 - 2006)

. Won bid to create and deliver Motivational Management Seminar for new

managers. 16-hour workshop presented in four, 4-hr. sessions as video

conference to four branches simultaneously. Self-assessments, small

group interaction, and a continuous case study improved participants'

application of Bank's Core Competencies and employee readiness for

advancement. (2004 - 2006)

Cleveland State University, Division of Continuing Education, Cleveland, OH

9/2003 - 8/2010

Contract Instructor

. Served as primary instructor of five-day Supervisory Leadership

Certificate training program. Received permission to include SMART

Consulting's proprietary materials providing substantive activities to

practice and build skills relevant to mixed groups (new supervisors

thru senior managers.

. Assisted Dean in winning bid to develop and deliver two custom training

programs (five days each) for Executive Leadership and

Supervisory/Management Teams of the Cleveland Municipal Court.

Maintained 100% responsibility for design and development of content

using SMART Consulting's proprietary materials.

City of Shaker Heights, OH 2/1999 - 9/2002

Director, Community Life Department

Appointed Director, Community Services; six months later served

simultaneously as Interim Director, Recreation Department. 5 months later

appointed Director, Community Life Department. Directed merger of

departments. Reported to Mayor and CAO; served as Liaison with City

Council.

. Provided leadership and direction to 4 Division Managers, 7

Supervisors/Coordinators, 22 full-time employees, and 100+ part-

time/seasonal employees quarterly; oversaw total annual staff of 350.

. Developed and executed $4.6 million budget including $3.8 million

Enterprise Fund charged with contributing 85% of Operations Budget

through user fees.

. Created intrapreneurial culture. Elevated marketing and sales functions

as critical aspects of strategic plan; trained staff in cost/benefits

analysis, improving branding, and pricing of programs that was fair to

customers and City. Held all managers accountable for collaborating

with Marketing Coordinator as required.

. Conducted training needs assessment and established priorities.

Increased training budget to ensure attainment of key certifications:

Pool Operator, First Aid/CPR/AED, Playground Inspector, HVAC, and Youth

Sports; took initiative to provide additional training; launched first

Volunteer Hockey Coaches Orientation and Training Program with stipend.

. Negotiated with Chief Administrative Officer to avert the layoff of

FT/PT staff and reduction of recreational programming due to lowered

general tax revenues of the City during Year III of merger. Directed

and coached Division Managers in reducing their budgets by 50% while

simultaneously increasing program revenues by face-to-face marketing,

raising fee structure for non-residents and specialty programs that did

not serve entire community.

SMART Consulting, Inc. Cleveland, OH 1/1991 - 2/1999

Training and Business Development Consultant/Owner

. Won bid to design and launch Federal Reserve Bank's Preventing Sexual

Harassment (1994) training program for management and non-management

staff in collaboration with HR and Legal Department.

. Increased local market share of Russell-Rogat Transition Specialists,

Inc., through 2-day The Basics of Business Planning Seminar to aid laid-

off staff of companies in evaluating self-employment as career option.

. Guided CEO of Diversified Services Company in transitioning into consumer

product sales. Responsible for product line development, marketing, and

sales plans. Expanded product line in distribution today.

BertSherm Products, Inc. Cleveland, OH 2/1988- 9/1990

Vice-President Marketing and Sales (minority stock ownership)

Oversaw development of first deodorant for children, Fun 'n Fresh Natural

Deodorant. Created marketing and sales plans; sold out first production run

in first three appointments (Kmart, Meijer, and Farmer Jack).

. Raised over $100,000 for preferred stock offering ($45,00 raised

personally)

Gillette Company, Personal Care Division, Boston, MA 8/1984 - 1/1988

Manager, Sales Training

Recruited to return to Gillette by out-going Manager, Sales Training;

managed all aspects of the Sales Training function to achieve $300 million

in sales.

Education & Credentials

. Professional in Human Resources (PHR), Human Resources Certification

Institute (Expired 1/2013)

. Master in Public Administration, with Non-Profit Specialty, South

University Online, 4.0 GPA (Fall 2015)

. Master of Music Education (ABT), Cleveland State University

. Bachelor of Music, Kent State University, Kent, OH

Publications

Complicit But Unequal, How Bubba Got Played in the $elling of the 2012

Presidential Election, (c) 2012, 80 page, E-Book

Shift Happens, Bridging the Gap Between Awful and Awesome Customer Service

(c) 2004, 295 page paperback

Presentations

Beyond PC, Broadening Our Definition of Diversity

Presenter, Hate Crimes Conference, Federal Bureau of Investigation,

Cleveland, OH

Leadership Strategies for Superior Customer Service

Keynote Speaker, The Fed Exchange, Federal Reserve Banks of Cleveland, OH

and St. Louis, MO (8 cities)

Presenter, FraserNet PowerNetworking Conference, Cleveland, OH

Contact this candidate