Organization Development & Performance Knowledge & Change Management

Accomplished, performance-driven organization development and knowledge

management practitioner skilled in managing projects and teams. Experienced

in contracting with decision makers, conducting needs assessments and

interventions, managing budgets and timetables, and organizing workgroups

to promote sustainability, profitability, and growth.

Areas of Expertise

( Organization Development ( Knowledge Management (

Developing Mission/Goals

( Strategic Planning/Execution ( Group Dynamics (

Coaching and Counseling

( Change Management ( Organizational Learning (

Leadership Development

Selected Achievements

Directed and coached a new branch's personnel to achieve the highest

performance standard in its first quarter.

Organized and coached an effective nominating committee to identify and

recruit a high-performance board.

Consulted with management to reduce the occurrence of errors district-wide

by 68%.

Increased same-quarter lending by 33% over the previous year.

Doubled attendance and tripled revenue generated by an annual gala.

Conceptualized and executed innovative learning programs for community and

district leadership.

Increased revenue in primary fundraising campaigns by 58% over three years.

Exceeded corporate standards for account and loan acquisition 13 out of 15

quarters.

Attained national honors for district operations five consecutive years.

Established and administered educational programs, earning the highest

national accreditation every year.

Relevant Projects

Appreciative Inquiry: Grassroots Day Resource Center, Jessup, Maryland

Utilized appreciative inquiry to assist a nonprofit homeless services

organization to clarify their organizational vision, foster teamwork

and communication, and minimize the pull of opposing forces, resulting

in superior client service.

Knowledge Sharing: Drug Enforcement Administration, Arlington, Virginia

Served as a consultant to the Human Resources Division, utilizing

appreciative methodologies, to identify and implement new goals and

objectives, organizational change, and knowledge sharing opportunities.

Collaborative Technology: Reef Resilience Network, Arlington, Virginia

Consulted with a global association of conservation practitioners to

effectively use collaborative technology, thereby improving their

communication and ability to create and share knowledge.

Annual Conference: Chesapeake Bay Organization Development Network,

Washington, DC

Planned, promoted, and conducted an annual professional conference and

engaged the participants in dialogue, resulting in rave reviews and

sold-out registration.

Leadership Community: Montgomery County Teachers Federal Credit Union,

Rockville, Maryland

Established a forum for branch managers to collaborate, innovate, and

share best practices, leading to improved performance and consistency

across the branch network.

Learning Community: George Mason University, Arlington, Virginia

Developed and facilitated programs of experiential learning activities

designed to cultivate and enhance a community of practice, completing

the programs with significant cost savings over previous sessions.

Group Dynamics: University of Maryland Baltimore County, Baltimore,

Maryland

Facilitated small group activities and experiential learning in courses

on group behavior and organization development.

Education

Master of Science, Organization Development and Knowledge Management

(2010): George Mason University, Arlington, Virginia

Bachelor of Arts, Psychology (1985): University of Maryland Baltimore

County, Baltimore, Maryland

Professional Experience

Organizational Effectiveness Consultant: RST and Associates, Silver Spring,

Maryland 2012 - Present

. Conducted interventions with client organizations, utilizing diverse

methodologies, to clarify objectives, enhance communication and improve

operational processes.

. Planned and conducted professional conferences for organization

development practitioners.

. Guided a membership organization through the identification and

selection of senior leadership.

Branch Operations Manager: Montgomery County Teachers Federal Credit Union,

Rockville, Maryland 2011 - 2012

. Managed and coached staff, organized sales efforts, established and

maintained member relations, identified cross-selling opportunities,

consulted with clients on their financial needs, and ensured compliance

with policy.

. Cultivated a community of practice among branch managers to encourage

innovation and sharing of best practices.

. Conducted working sessions for employees regarding organizational

structure, work processes, and performance expectations, utilizing

appreciative inquiry and experiential learning.

Bank Officer - District Operations Manager: Provident Bank of Maryland,

Baltimore, Maryland 2006 - 2007

. Motivated and trained line management to improve operational

efficiency.

. Advised 11 branches on operations, organization, team-building, and

collaboration, leading to improved corporate processes and enabling

employees to serve increased customer bases.

. Played a key role in developing corporate policy and procedures

including change management strategies.

Customer Service Manager: Provident Bank of Maryland, Baltimore, Maryland

2002 - 2006

. Implemented company-wide policy and procedure development; facilitated

operations sessions, collaboration strategies, and change management

initiatives.

. Defined job competencies and designed competency-based performance

management systems.

. Successfully aligned corporate values, practices, and performances into

new-hire training programs.

Division Director: March of Dimes Birth Defects Foundation, Arlington,

Virginia 2001

. Organized, coached, and educated leadership teams on planning

fundraising events and public awareness campaigns.

Admissions Counselor: The College of Insurance, New York, New York 2000 -

2001

. Spearheaded innovative recruitment programs to strategically exceed

business objectives and student expectations.

. Orchestrated department-wide change initiatives to improve work

processes.

Senior District Executive: Suffolk County Council, Boy Scouts of America,

Medford, New York 1994 - 1999

. Facilitated and developed community boards in the areas of membership,

programs, finance, and customer service.

. Directed the establishment and organization of local business units

across diverse communities.

. Consulted with local units on organizational issues; facilitated

leadership training courses and knowledge-sharing roundtables.

Marketing Director: Arty-Katy, Inc. (d.b.a. Speedy Sign*A*Rama, USA),

Silver Spring, Maryland 1992-1994

. Developed marketing plans, sales strategies, and operational processes;

advised clients and interfaced with production staff.

Program Director: National Capital Area Council, Boy Scouts of America,

Bethesda, Maryland 1992

. Oversaw the creation, marketing, and implementation of programs

including education, leadership development, international exchange,

and volunteer recruitment.

District Executive: National Capital Area Council, Boy Scouts of America,

Bethesda, Maryland 1986-1992

. Coached leadership teams in the areas of membership, organization,

programs, finance, training, and customer service.

. Extended the program into various communities through the organization

and development of local business units.

Professional Associations

( American Society for Training and Development ( International

Knowledge Management Institute

( Chesapeake Bay Organization Development Network ( Society for

Human Resource Management

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