Customer Service Training

Edward W. Tamson Ph.D.

956-***-**** ? *******@*********.***

http://www.pdisurvey.com

Organizational Development

Accomplished executive with extensive human resource and organizational

development experience with an emphasis on change and innovation. Expert at

developing and implementing leadership and team effectiveness programs for

organizations-generating significant human capital and productivity gains.

Highly effective in designing-leading training programs, leadership

coaching and process improvements to increase effectiveness and engagement.

Excel at directing strategic planning and implementing performance

management initiatives to improve overall organizational productivity.

Possess strong survey assessment and analysis skills with a proven ability

to translate data into facts that inspire and motivate individuals, teams

and organizations to continually strive for excellence.

Leadership Competencies

Change & Innovation Succession Planning 360 Feedback

Processes

Human Capital Management Training Design & Process & Results

Delivery Driven

Organizational Development Communication & Strategic Planning

Collaboration

Survey Solution Based Leadership Coaching Employee Engagement

Methodology

Professional Experience

PERFORMANCE DIMENSIONS INTERNATIONAL LLC 2001 - Present

Managing Partner, Organizational Development Connecticut

& Texas

Specialize in human resources, organizational development, survey

methodology, action planning, human capital management and leading ongoing

performance improvement efforts. Directed corporate needs assessments,

survey development, validation analysis, benefits satisfaction,

benchmarking, best practices, seminars for employee effectiveness &

engagement, team building, leadership coaching, competency development and

360 feedback process improvements for a diversity of organizations.

Selected Achievements

. Over $2 million in cost savings by designing/ implementing an

organizational wide leadership career development and succession planning

process for department directors and senior level leaders to meet new

business requirements.

. 60% reduction in employee turnover achieved by introducing a new employee

behavioral based interview process and training program that standardized

interviewing strategies/ techniques across all departments and locations.

. Successfully identified and resolved key business challenges by leading

solution action teams (SATs) to improve communication and collaboration

between departments and implement highly effective quality improvements

throughout the organization thus improving overall employee effectiveness

and engagement by 30%.

. Over $25 million in cost savings generated by revising a employee survey

(validity & reliability) and follow up improvement process for a

worldwide retail organization, thus, identifying top performing stores/

managers and establishing a proactive plan for improving morale,

leadership effectiveness and overall productivity.

. Developed an HR performance management evaluation process that increased

employee satisfaction, leadership effectiveness and overall individual

goal attainment by over 50%.

PDi 1997 - 2001

Director, Organizational Development Sacramento,

California

Organizational consulting human resources company providing customer

service assessments, quality metrics and process improvement programs

including: employee surveys, performance enrichment training, leadership

development, team effectiveness, 360 feedback systems, coaching, education

and training programs. Led training and development initiatives for teams,

as well as, oversaw the implementation of worldwide quality improvement

processes. Planned and coordinated train-the-trainer sessions in support

of program objectives. Introduced comprehensive assessments and action

planning designed to measure and improve leadership skills, team

effectiveness and overall organizational performance.

Selected Achievements

. Turned around a poorly performing division from ranking last of 12

facilities to #1 within 18 months by launching a 360 leadership coaching

and team improvement process to build and maximize product development,

service quality and productivity across all departments.

. Developed a new and highly customized corporate board of directors' self

evaluation structure and governance improvement process that provided key

measures of corporate accountability, CEO review, ethical guidelines and

community responsibility.

. 16-week reduction in manufacturing cycle times gained by leading training

programs and the development of quality checklists as part of a global

quality initiative to reengineer and improve processes - repositioning

the firm for competitive market growth.

. 50% decrease in nonessential training curriculum costs by initiating an

organization's first formal training evaluation process to identify both

individual and business training needs and post training effectiveness.

. Redesigned employee orientation program and on boarding sequence to

improve the understanding of company benefits, compensation, policies,

procedures, thus improving overall satisfaction by 75%.

TAMSON & ASSOCIATES HR CONSULTING 1994 -1997

Manager, Organizational Development Fair Oaks,

California

Provide human resource and organizational development based consulting

services to improve: leadership performance, team effectiveness, survey

methodology, action planning, balanced scorecards, talent management, best

practices, 360 feedback, communications and provide individual leadership

coaching for a diversity of national and international organizations.

Selected Achievements

. Secured $500 thousand in first year cost savings by creating and

facilitating a leadership coaching program designed to engage leaders in

projects to improve processes throughout the organization.

. Up to 60 minutes saved in processing time per employee by overcoming

organizational resistance to launch an online performance management

process with training to track and manage performance appraisals for a

Fortune 500 financial company.

. Improved productivity by leading a comprehensive and detailed strategic

planning process that included input and buy in from all stakeholders

resulting in the implementation of innovative and highly effective

organizational and department initiatives (i.e. 30% increase in

employee/customer satisfaction).

. 25% revenue gained for sales team leaders by developing and linking clear

strategic goals and objectives for an entire sales organization

consisting of a new Vision, Mission, Core Value statements and specific

behavioral based performance improvements.

. 30% growth in first year product sales generated by designing and leading

a series of customer service training programs workshops to more than 500

sales and customer service personnel.

Organizational Development

Education, Training & Coaching Programs

Designed and implemented innovative and highly effective organizational

development, education and training programs for executives, leaders and

teams. These programs included pre and post metrics to ensure optimal

outcomes and positive returns on investment in terms of performance

improvements, cost savings and increased revenue.

. The Remarkable Leadership Seminar . The PDi360 Coaching Ethics

Guidelines

. The PDi Vital Discussions Training . The PDi360 Insights Training

Program Seminar

. The PDi360 Coaching Certification . The PDi360 Coaching Competency

Program Guide

. The PDi360 Coaching Ethics . The PDi360 Insights Training

Guidelines Seminar

. The PDi Best Practices Library . The PDi Leadership Competency

Library

. The PDi individual Competency . The PDi Effectiveness &

Library Engagement Seminar

. The PDi Solution Action Team . The PDi Behavioral Based

Training Seminar Interview Seminar

. The PDi Employee Recognition . The PDi Life Balance Training

Program Program

Organizational Development

Measuring & Improving Performance

Developed and led the survey methodology design, validity and reliability

efforts producing the renowned PDi series of organizational, team and

leadership performance based surveys, assessments and evaluations. These

instruments and ongoing quality improvement processes are designed to

provide the data and information necessary to establish base line metrics,

make better decisions and optimize organizational, team and individual

performance.

. The Remarkable Leadership Seminar . The PDi360 Coaching Ethics

Guidelines

. The PDi360 Leadership . The PDi360 Individual

Effectiveness Survey Contributor Survey

. The PDi Team Effectiveness

. The PDi Effectiveness & Engagement Survey

Survey . The PDi Customer Loyalty Survey

. The PDi Education & Training . The PDi Physician Engagement

Evaluation Survey Survey

. The PDi Exit Survey . The PDi Board of Directors

. The PDi Outcome Evaluation Survey Survey

. The PDi Employee Satisfaction . The PDi Training Needs Assessment

Survey Survey

. The PDi Needs Assessment Survey . The PDi Human Resources Survey

. The PDi Benefits Satisfaction . The PDi Ethics Survey

Survey . The PDi Organizational

. The PDi Communication & Effectiveness Survey

Collaboration Survey

Education

. Ph.D. - University of California, Santa Barbara, Organizational-

Industrial Psychology, (Regents Scholar)

. M.A. California State University Sacramento, Psychology, (University

Honors)

. B.A. University of California Santa Cruz, Psychology, (University Honors)

.

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