Manager Customer Service

Barbara Van Every

**** **********, ***** ***, ** 48067

248-***-**** (m), 248-***-**** (h)

SPECIALIZATIONS

Human Performance Improvement Training and Program Evaluation

Organizational Development Needs Assessment

Mobile Learning Course Design and Development

EDUCATION

Masters of Business Administration (MBA), Organizational

Development Concentration, Wayne State University, 2002

Masters Degree in Instructional Technology (MEd), Wayne State

University, 1996

EXPERIENCE

2008-present Senior Performance Consultant, Adayana

. Consult with external clients to create and implement strategic

learning plans

. Design and develop instructional courseware

. Design and e-learning courses

. Develop curriculum architectures

2005-2008 Solution Architect, Carlson Marketing

This consulting position entailed working with both internal and external

clients. The internal initiatives included either work to promote employee

engagement or to make our product offerings more marketable to clients. The

external client work was on sold performance improvement projects as well

as proposal writing to win new business.

. Developed implementation, communications, training and evaluation

plans for client customer convenience program

. Developed and facilitated focus groups for internal wellness

initiative

. Revised internal employee satisfaction instrument to align with our

positive engagement model

. Developed employee survey to help leadership tailor reward and

recognition strategies

. Developed, facilitated and evaluated innovation program that resulted

in 800% ROI

. Translated client needs into proposed business strategies.

Participated in presentations to win new business

. Researched trends and best practices in rewards and recognition for

external clients

. Marketed the department by working key industry trade shows

2005. Performance Technologist/Training Manager, Carlson Marketing

I was hired to grow the business of my dedicated Fortune 10 automotive

client. I tripled the revenue from this account during this time,

consistently providing customer satisfaction in a deadline-driven

environment.

. Developed the commercial finance curriculum for Ford Motor Company's

credit subsidiary

. Drove revenue and gross profit by supporting sales opportunities,

identifying new solutions and providing subject matter expertise in

training and performance

. Led a cross functional training task force in the design of a training

certification program for five positions

. Developed two curricula totaling 12 courses in classroom, web and IDL

formats

. Designed and implemented an electronic performance support system with

measurement and prescriptive feedback capabilities

. Conducted an improvement-oriented program evaluation with

recommendations for program enhancements and removal of roadblocks

. Performed a recruitment and retention assessment and proposed ROI-

based recommendations

2000. Global Learning Manager, Kelly Services, Troy, Michigan

This was an internal position at Kelly's global headquarters. I was hired

to provide learning and change management expertise on a task force that

had been created to help the Information Technology group reach a Quality

designation.

. Organizational development for the Software Process Improvement

initiative

. Training and implementation of key application development quality

processes

. Development of management development curriculum

1994-1998 Instructional Systems Designer/Performance Consultant, MSX

International

Ford's training company, GRI, was purchased by MSX International during my

tenure at Ford Motor Company. I worked for the Ford Automotive Components

Division, Ford Lean Manufacturing Institute and Fairlane Training and

Development Center during this time.

. Designed, developed and project managed the Synchronous Material Flow

Curriculum for the Ford Production System Institute

. Designed and implemented the evaluation strategy for C3P (CAD/CAM,

Computer-Aided Engineering, Information Management), Ford Design

Institute. This included measuring participant reaction, performance

assessment and transfer of training to the job

. Designed and developed Design for Environment course for the

Environmental Quality Office and Powertrain Operations, including a

global pilot

. Process mapping and course development for the Electronics Division

Quality Manufacturing Processes curriculum

. Quality Training for Visteon (formerly Ford Automotive Components

Division)

. Needs Assessments and Project Management for Manufacturing Operations

courses

. Process mapping and development of a reference manual for Ford Motor

Company's Human Resource processes

ADDITIONAL PROFESSIONAL EXPERIENCE

. Human Resource Manager, Bonwit Teller, Troy, Michigan

. Operations Manager, Bonwit Teller, Troy, Michigan

. Production Coordinator, Newton Manufacturing, Royal Oak, Michigan

. Delivery of sales, customer service and project management training

programs

. Facilitation and course development of DISC personality profile

training

. Facilitation of an Appreciative Inquiry Summit

RELATED QUALIFICATIONS

. Excellent project management skills

. Strong communication and group facilitation skills

. Supervisory experience

. Proven ability to work effectively with employees at all levels

. Member, International Society for Performance Improvement (ISPI)

. Member, Society for Human Resource Management (SHRM)[pic]

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