Customer Service Sales

Reginald Gibson

*** ******* ***** *********, ** 08540 404-***-**** ***********@*****.***

SUMMARY

Strong experience in implementing employee development initiatives and

providing client-focused performance consulting to Fortune 500 companies,

government agencies and small businesses. Highly skilled at collaborating

with leaders at all levels to design programs and tools that facilitate

leadership development, learning and meaningful organizational change.

Highly motivated, intuitive thinker with excellent analytical, people and

creative skills.

ACCOMPLISHMENTS

. Provided performance consulting to Comcast University's CLO utilizing

Peter Block's model to diagnose the career development needs of her

department. I facilitated the meetings with her senior leadership team to

re-design their career development program and to modify the department's

IDP.

. Administered Five Factor Model assessment to executive coaches to put

together a profile of personality traits. I have researched and taken the

MBTI, DiSC, Highlands Ability Battery and I have also utilized the

Situational Model and Kotter's Change Model.

. Co-developed Leadership Competency model that was used to select, develop

and evaluate talent for ABSS. A Performance Management System, High

Potential Program and Leadership 360 Index program and Leader Behaviors

Model Self Assessment resulted from the competency model.

. Facilitated strategic planning sessions and focus groups to obtain

feedback from senior divisional leaders and frontline staff to design a

new operating structure for DHS University. Data was used to customize a

communication and marketing plan for DHSU.

EXPERIENCE

Performance Plus International, Senior OD Consultant, Philadelphia, PA 2011-

2012

. Managed several projects to expedite the implementation of DHS University

including designing/distributing an Organizational Learning Assessment to

9000+ employees to assess learning needs and engagement.

. Created the communication plan to keep stakeholders informed and engaged

in the change process by utilizing the Prosci ADKAR Model's Key Messages

template at DHS Philadelphia.

. Consulted to the Senior Advisor to the Commissioner by co-designing a PMO

and core project management processes via SharePoint. Coached project

teams on project management practices.

. Conducted training needs assessments for the front-line supervisors of

the Children Youth Division of the agency. Also generated strategies and

a structure outlining a new supervisory training program.

JetBlue Airways, Analyst-Planning and Analysis, Forest Hills, NY 2009-2010

. Developed and facilitated performance management training for 50+

managers and provided coaching to managers who needed guidance on how to

utilize the performance management system.

. Performed research and analysis of employee feedback from the Leadership

SpeakUp survey quarterly to identify trends, areas of concern and the

impact of past decisions made by JetBlue's executive leaders.

. Managed the process of analyzing and categorizing employee responses to

the organization's employee engagement survey to create talent management

metric reports submitted to executive leaders.

AlliedBarton Security Services, Human Capital Management Assistant

(Contract), Conshohocken, PA 2008-2009

. Managed the acquisition of the management/leadership e-learning program

from Harvard Business Publishing to grow leaders at AlliedBarton Security

Services.

. Created blended-learning action plans for sales managers based on 360

feedback assessments.

. Collaborated with the Leadership Research Institute to design/ implement

a Leadership Index, a 360 instrument, to measure the performance of mid

to senior-level leaders.

Reginald Gibson

Resume Page 2

Comcast Corporation, Leadership and OD Consultant (Contract), Philadelphia,

PA 2007-2008

. Co-designed an e-certification management development program to increase

the effectiveness of frontline, middle and senior-level leaders.

. Partnered with Comcast University's senior leaders to re-design their

leadership development portal and to update their on-line job training

content for different job roles.

. Designed e-books focused on improving the coaching skills of front-line

supervisors.

. Audited customer service training modules to determine the strength of

alignment between learning objectives and organizational competencies.

Saint Joseph's University, Performance Consultant, Philadelphia, PA 2006-

2008

Conducted organizational diagnosis for nonprofit and for profit businesses,

including data collection, analysis and data feedback. Facilitated

strategic planning meetings while presenting results and recommendations

for next steps to senior leaders and management staff.

> Waverly Heights Retirement Community

Teamed with other consultants to work with a manager and his direct reports

to expand leadership capabilities, create open and honest communication and

to manage change within the work group's process. An action plan was

developed to improve work processes and to implement new feedback

processes.

> Comcast University

Consulted CLO and diagnosed the career development needs and departmental

gaps of Comcast University. A clear career development philosophy was

defined, promotions given and I modified the department's IDP.

> Comhar, Inc.

Worked closely with Director of Mental Health Services to explore the

communication gaps and conflict between two departments. I facilitated and

designed a feedback meeting in which the Director and his team confronted

beliefs and perceptions that hindered current performance and I also

presented recommendations.

Cort Furniture Rental, Retail Sales Consultant, Doraville, GA 2000-2005

. Negotiated multiple sales and lease contracts with notable national and

local organizations to secure 50% of every showroom retail sale.

. Managed retail clearance center and ran daily operations in absence of

the Retail Clearance Manager.

. Contributed ideas and administrative support to successfully execute

marketing and promotions for annual retail sales events.

BellSouth Telecommunications, Account Representative, Conyers, GA 1998-2000

. Garnered multiple BellSouth 'Excellent Customer Service' Awards.

. Analyzed and explained telephone billing to residential customers.

GOCOM Communications WGXA-TV Fox 24, Copywriter/Videographer, Macon, GA

1996-1998

. Produced local commercials including, commercial copywriting, operating

the camera and directing talent.

. Served as liaison between the Sales Department and Creative Services.

. Served as representative and public speaker for Fox 24 at promotional

events.

EDUCATION

Master's of Science in Training and Organizational Development,

Concentration: Organizational Psychology, May 2008, Saint Joseph's

University.

Bachelor of Arts in Communications, December 1996, Georgia Southern

University.

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