Customer Service Manager

Susan Birsky

Email: *********@********.***

Address: P.O.Box 254

City: Quechee

State: VT

Zip: 05059

Country: USA

Phone: 802-***-****

Skill Level: Management

Salary Range: $85,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Susan Birsky

P.O. Box 254, Quechee, VT 05059

Office: 802-***-**** Cell: 802-***-**** Email:***********@*****.***

SUMMARY

Dynamic, vibrant, experienced leader of training, organization development and change management; whose strength is founded in the delivery of creative solutions.

Areas of expertise:

Training and Organization Development Knowledge - Masters Degree in Human Resources, Certificate in Organization Development.

Diagnostics, organization development methodology; A.D.D.I.E. training design

Leadership best practices and performance management practices and training programs.

Change management initiatives, merger acquisitions and large IT system changes

0n-boarding new employees.

Forming and managing department start-ups.

Coaching leaders and employees- performance management, career development, team building.

Reward and recognition.

Productivity management

CAREER HISTORY

(Recent work has included a seasonal position, and independent projects. 2012 - Present)

Business Account Manager - Creative Workforce Solutions

VABIR (VERMONT ASSOCIATION of BUSINESS, INDUSTRY, and REHABILITATION) 2010 - 2012

Built collaborative partnerships with River Valley employers and agencies.

Led and coordinated three Job Development Teams; hosted large events and opened work opportunities for those with barriers to employment.

Served on the Program Committee for River Valley Human Resource Association (RVHRA).

Served on the Bradford Chambers Workforce Development Committee.

Member of the WRJ Chamber of Commerce.

DEVELOPMENTAL/TRANSITIONAL PERIOD 2004 2010

Aided and assisted with end of life care for both parents. (2004 2007)

Training Consultant; Leonard, Street and Deinard. (March 27, 2008 September 14, 2008)

Designed and facilitated personal development series for The Retreat, Minneapolis, Minnesota. (2007 2009)

Director and Manager of Training and Documentation

THRIVENT FINANCIAL FOR LUTHERANS - Minneapolis, MN 1999 - 2004

Formerly: Lutheran Brotherhood. A Fortune 500 financial services organization providing financial expertise to nearly 3 million members with 2700 employees.

Led the customer service divisions training and documentation needs through merger and acquisition.

Managed and directed two training departments in two locations. Fiscally responsible for $1 million budget.

Served as key business and strategic partner to guide and support best practices within business departments.

Conducted a division wide needs assessment, leveraged resources and eliminated training redundancy within all customer service operations areas.

Established performance standards for training methodology and adult learning practices.

Improved learning tools and technology and increased the flexibility of employee learning.

Led departments in two locations through a successful complex post merger integration.

Led post merger cost reduction process for assigned departments achieving $1.5 million in savings.

Served on the IT strategic teams as training liaison.

Improved accuracy by implementing a new coaching model for call center management.

Principal Consultant

SUSAN BIRSKY JOHNSON AND ASSOCIATES - Minneapolis, MN 1994 - 1999

Provided consulting, organizational development and training services to meet the needs of Fortune 500 companies as well as non-profit organizations.

Designed and facilitated strategic planning sessions.

Conducted diagnostic needs assessments and delivered findings.

Facilitated manager planning meetings, resulting in broadening performance expectations.

Designed, developed, and delivered: Train-the-Trainer, Team Building, Group Decision Making, Communication Skills, MBTI, and Performance Management.

Associate Vice President Management Training and Organization Development

DAIN RAUSHER - Minneapolis, MN 1991 - 1993

Partnered with Operation Division leaders creating a strategic plan; establishing clear vision, mission, goals, roles, processes, relationships

Consulted and coached internal clients in workflow design that led to improved job satisfaction and work performance.

Designed and delivered management and employee training resulting in the formation of common performance expectations.

Consulted with assigned division for restructuring workflow and performance.

Manager of Training and Training Analyst

AMERICAN EXPRESS - Minneapolis, MN 1986- 1991

Managed two training teams and served on the strategic design team for organizational change.

Managed the design and implementation of a competency based training strategy for self-managing work teams.

Designed and delivered employee development training courses.

Nominated for Premier Performer Award 1988 and 1990.

EDUCATION

M. A. Human Resource Development, University of St. Thomas, St. Paul, Minnesota (GPA 3.9)

Certificate: Organization Development - University of St. Thomas, St. Paul, Minnesota

Bachelor of Fine Arts - Texas Christian University, Fort Worth, Texas

PERSONAL PROFESSIONAL DEVELOPMENT

Accelerated Learning Techniques

Change Management Certified

Leading Organizational Transition

Qualified in MBTI

Project Management Certified

Succession Planning / Executive Development

Group Process / Interpersonal Relationships

Consulting for Organizational Effectiveness

Local SHRM 33HR Programs

COMPANY SPONSORED TRAINING

Leadership Development

Coaching Skill Development

Keys to Project Success

Diversity Awareness

Problem Analysis and Decision Making

Management Development Series

Managing Transition

Pecos River - Leadership Challenge

Habits of the Mind

Inside/Out Coaching

MEMBERSHIPS

Local SHRM - River Valley Human Resource Management Association. serving as co-lead for the program committee.

Past member of ASTD.

Susan Birsky Resume_ general Page 1/29/2013

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