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Customer Service Training

Location:
Southlake, TX, 76092
Posted:
June 15, 2010

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Resume:

Areas Of Expertise

Strategy Development Business Assessment Succession Planning

Executive Coaching Employee Engagement Project Management

Change Management Leadership Development HR Systems

Training and Development Consulting Competency Development

Work Experience

Director, Leadership Development/OD - Invensys, PLC

Invensys is a global technology group located in 45 countries, supplying

solutions, software, consultancy and equipment to monitor, control and

automate processes in a wide range of environments.

July 2009 - Present

Accomplishments:

. Responsible for all corporate training and leadership

development including needs assessment, custom course

development, vendor selection, material translations and

facilitation in 45 countries

. Created and implemented the SharePoint Career Pathing portal

that houses over 25 exercises and executive interview profiles

developed from career management best practices

. Designed and delivered development based interventions to grow

HR business partner capabilities in the areas of Executive

Coaching, Business Acumen, Strategy, Organizational Design,

Performance Coaching, Workforce Planning, Team Effectiveness,

Cultural Assessment / Integration, and Employee Engagement

. Provided survey design, delivery and analytics support of a

wider HRSD client satisfaction survey as well as focused and

pulse surveys around specific deliveries or capabilities and

coached senior HR leaders in creating associated plans to close

in gaps in effectiveness

. Worked with HR leaders, line managers, and suppliers to design,

implement, and evaluate the use of development support tools,

such as competency assessment and the creation of career paths.

. Responsible for building a company-wide understanding of

competencies and performance standards required for high

performance. Project leader for selecting vendor, competency

library, learning system and training for company-wide

implementation.

Owner - Plan Z Solutions

December 2008 - July 2009

Accomplishments:

. Provided customized leadership development, coaching and

professional development solutions to clients

Director, OD/Training & Development - Balfour Beatty Construction (Centex

Commercial)

September 2005 - December 2008

Accomplishments:

. Responsible for all corporate training and leadership

development including needs assessment, custom course

development, vendor selection, and facilitation for 4 divisions

and 1,600 employees in a matrixes environment

. Managed the change management plan for integrating Centex

Commercial Construction's professional development policies and

products with Balfour Beatty's during the international

acquisition

. Designed, developed, and co-facilitated with the CEO a company-

wide, experiential 2-day service excellence course

. Developed and implemented a leadership development curriculum

for high potential managers

. Led 4 division HR executives through a structured process of

determining job competencies and writing job descriptions for

all management levels and identified new HR metrics and

psychometrics using SPSS

. Created company-wide on boarding program that included

developing hiring criteria, cognitive profile assessments, HR

new hire forms, hiring manager packets, and 4 day orientation on-

line and classroom training program

. Redesigned the company selection process to be more valid,

reliable, efficient and legally defensible for 52 recruiters and

1000 managers at Centex Homes

. Created the Talent Management System RFP, vendor evaluation, and

oversaw system implementation

. Responsible for Employee Engagement Survey vendor and

implementation plan including action planning

. Led the company-wide Code of Conduct and ethics 4 course

curriculum and redesigned the HR policies

. Presented compensation data and prepared recommendations for HR

VPs

Vice President of Organizational Development - EMC Mortgage (subsidiary

of Bear Stearns, Inc.)

January 2001 - August 2005

Accomplishments:

. Led a 10 member Organizational Development department, and 4

operations trainers, managing a budget of $4.0M, responsible for

process improvement, e-learning, performance review/improvement,

training and development, corporate communications, procedures

documentation, and leadership development

. Designed, managed and facilitated the Leadership Development

program for all management levels. This includes facilitating

monthly, 1-day, professional development training sessions for

vice presidents, managers and supervisors to address leadership

development, succession planning, SimplyStrengths, 360 degree

feedback, time management, team building, interpersonal

communication, and other leadership skills

. Facilitated monthly strategic planning meetings for 16 member

executive team to create mission statement, corporate strategic

plan, company values, organizational direction and effectiveness

. Designed and facilitated 25 hours of management development for

80 managers on leadership style, coaching, industry knowledge,

human resource policy and behavioral interviewing

. Wrote and presented a business case to the Executive Board for

installing PeopleSoft

. Created a company-wide procedure manual strategy, designed the

Collections department team leader development program,

facilitated a Bankruptcy workflow analysis and organizational

restructuring plan, led corporate employee needs survey action

planning process and created company-wide on-the-job training

modules

. Led the design and implementation of a learning management

system built internally to organize training programs and

reported training metrics on the company scorecard

. Built a learning culture of all classroom learning to a blend to

include on-line e-learning, coaching and OJT

Director of Knowledge and Learning Services - imc2.com

February 2000 - December 2000

* Developed a best-in-class training curriculum and a

comprehensive knowledge management system for headquarters and

regional office employees

* Designed and managed the Knowledge and Learning Services

department that supported imc 's career-long learning culture,

including creating the organizational structure and creating 5-

year strategic plan which is responsible for the imc university

employee training curriculum that includes professional

development, career planning and knowledge management

* Developed four day new hire Boot Camp class for internal and

external customers that focused on client project development, e-

business solutions, competitor analysis, company strategy, and

team building to decrease the new employee learning curve

* Created, reviewed and facilitated all of the imc university

classes: Leadership, Meeting Facilitation, Effective Meetings,

Interviewing Skills, Conflict Resolution, Customer Service and

Presentation Skills and many others

Director of Leadership Development - Metromedia Restaurant Group (MRG)

October 1998 - December 1999

accomplishments:

* Developed MRG's 5 year Leadership Development strategic plan to

address MRG's and the four restaurant companies leadership

requirements necessary to achieve the corporate objective of

transitioning to high growth

* Reduced MRG's expenses more than $2M over 5 years by presenting

a business case to the MRG executive team justifying the

creation of an on-site corporate university Leadership Center

* Led the design and budget for MRG's 20,000 square foot

Leadership Center that accommodates training over 3,000 people

per year and offers more than 75 classes in the content areas of

leadership, finance, human resources, computer skills,

managerial and interpersonal development competencies

* Coordinated MRG's first interactive, "virtual classroom"

leadership training initiative presented over the internet to

deliver efficient, self-paced and on-demand training to a

geographically dispersed audience

* Hired and supervised Leadership Center staff consisting of 2

facilitators and 1 coordinator, and had oversight responsibility

for 4 Training Directors to ensure consistency, information

sharing, and organizational efficiencies

Training Development Senior Manager - PepsiCo and Tricon (Yum! Brands)

November 1995 - October 1998

Accomplishments:

* Coordinated training development resources to create systemic,

cross functional training solutions that are closely aligned

with Pizza Hut's strategic business objectives

* Designed and developed the Pizza Hut coaching methodology, the

foundation for Pizza Hut's cultural transition to an increased

people focused organization

* Designed all High Impact Coaching training materials, and

facilitated with the Chief Operating Officer, Aylwin Lewis

(current CEO of Potbelly), the two day coaching course, a

nationally rolled-out program that affected 12,000 Pizza Hut

employees. It is still being taught as the core course for all

brands. We had offers from outside Fortune 500 companies

wanting to buy the course.

* Participated, as the Pizza Hut representative, in the

development of the international training strategy and

curriculum for Tricon Global Restaurants, Inc. (Pizza Hut, Taco

Bell, KFC)

Change Management Experienced Senior Consultant - Andersen Consulting

(Accenture), LLP

May 1993 - November 1995 Recognized as Fortune's "100 Best Companies

to Work For"

accomplishments:

* Key Clients: JC Penney's, Fed-Ex, Boeing, Conoco, and GTE

* Designed, developed, facilitated, evaluated and supported the

implementation of multiple, nationwide, training initiatives in

the areas of distribution, customer service, and organizational

change

* Collaborated with systems developers and HR business partners to

create an integrated on-line help support tool, and taught the

use of the tool to the client

* Taught the two week Andersen Consulting global training program

on instructional design

Education

Texas A&M University; College Station, TX

Doctor of Philosophy in Educational Administration, Leadership

Development and Industrial Engineering concentrations

Texas A&M University; College Station, TX

Master of Science in Educational Administration, Leadership Development

concentration

Texas Tech University; Lubbock, TX

Bachelor of Science in Elementary Education, Math concentration

Presentations and Awards

American Society Training Development; Dallas, TX Pizza Hut Coaching

Culture: Creating an Army of High Impact Coaches

Faculty of Food Science Seminar; Texas A&M University, TX Process

Improvement and People Development

International Food Technology Group; Dallas, TX Plan for Best, Hope for

the Worst

National Society Public Relations Association Conference; San Diego, CA A

Week in the Life of a PR Director

Pizza Hut, Inc Award from Chief Operations Officer for making an impact

on culture through Coaching Course

Women's Foodservice Forum Selected for Leadership and the Future Award

Professional Certifications and Memberships

Ken Blanchard Situational Leadership II, Myers Briggs Type Indicator and

Firo-B, TDF Cognitive Style Indicator, Crucial Conversations, DISC,

Marcus Buckingham SimplyStrengths, Emotional Quotient Inventory (EQ-i),

Mid-management Principal Certificate, Texas Teacher's Certificate,

Accredited Career Transition with IMPACT Group which is ranked 323 out of

500 on Inc. Magazine's Top 500 Fastest Growing Companies and DBM

Executive Coach, Certified Keirsey Facilitator

International Experience

. Represented Pizza Hut, KFC and Taco Bell in the development of the

international training strategy and curriculum for Tricon Global

Restaurants, Inc. (formerly PepsiCo)

. Led the EMC Mortgage project team that researched the outsourcing of

call centers in India and developed the business case for the

executive team.

. Regularly interacted with Balfour Beatty Construction HR executives in

London throughout the acquisition, transition, and daily operations of

our company.

. Partnered with Tricon Global Restaurant management committee from

Mexico, Asia, and Canada to develop customer service best practices

and implement an international roll-out of the best practices

. Developed training methodologies, curriculum, and templates that were

cross-culturally applicable and translated into multiple languages.

Publications

Customer Service unlocks the code, article written for Blueprints, a

publication of Balfour Beatty Construction, 2008

Educational Administration Degree Applied in Industry, article written

for CENTURION, a publication of the Department of Educational

Administration at Texas A&M University, 1995

Educational PR Directors Opt for Expanded Role, manuscript published in

the Journal of Educational Public Relations, Volume 15, Number 4, 1994

Spotlight on Boeing Project, article written for Andersen Consulting

Industrial Products Publication, 1994

Spotlight on the F22 Project, article written for Andersen Consulting

Publication, 1994

Assistant Editor for the Texas A&M University publication CENTURION, 1992

Camaraderie is the Key to PSD, article written for CENTURION, a

publication of the Department of Educational Administration at Texas A&M

University, 1992

Professional Studies Doctorate: Leaders for Learning, manuscript

published in Journal of School Leadership, Volume II, Number 1, 1992

Highlights of the AASA Convention, article written for CENTURION, a

publication of the Department of Educational Administration at Texas A&M

University, 1991

Professional Affiliations

Society for Human Resource Management (SHRM), Society for Industrial and

Organizational Psychology (SIOP), American Society for Training and

Development (ASTD), Career Transition Volunteer Presenter for the

Southlake Networking Group



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